UserTesting, Remote 1/2022 – Present
Enterprise Customer Success Manager
UserTesting is a video-first SAAS platform that allows companies to collect feedback from customers on digital experiences.
- Dedicated CSM developing and executing account strategy for largest Enterprise Account ($11m ARR) to ensure customer retention and growth
- Spearheaded “Oil Change” initiative to identify high risk accounts and execute customized enablement programs resulting in 20% increase in usage per targeted account within first 3 months of launching
- Conducted QBRs for highest value accounts while tracking KPIs leading to identified upsell opportunities worth $320k annually from additional services offered in meetings
- Partnered with the Education team to create content, source customer speakers, and execute largest customer event, generating $1.5 million in growth revenue sourced by event
Houst, San Diego, CA 10/2018 – 2/2021
Client Success Executive
Houst is an international Airbnb management company.
- Launched a new office for a global tech startup, directing Client Success initiatives that drove client satisfaction and contributed to achieving an 80% retention rate through tailored onboarding processes and localized marketing efforts.
- Doubled lead generation within 3-month period through presentations with self-designed pitch decks at local co-working offices.
- Spearheaded 2-month email marketing campaign producing 13% referral rate from clients.
- Promoted within first year to lead all U.S-based operations; received company-wide recognition for earning highest net promoter scores (NPS) in North America.
