Reggie Smith

Specialties: Customer Lifecycle Management | Retention & Expansion Strategies | Executive Stakeholder Engagement | Digital Transformation | Account Growth | QBRs/EBRs | Contract Negotiation | Churn Mitigation | Cross-Functional Leadership | CRM & Analytics (Salesforce, Tableau, Domo) | Gainsight | Customer Advocacy | Team Leadership

Customer Success Manager (supported Headlight, PayActiv, GoGuardian) - CHAMELEON

(2022-01)

B2B SAAS, FINTECH

• Managed a portfolio of 40 enterprise accounts, ensuring a 95% post-sale customer satisfaction rate through optimized onboarding, training, and implementation processes.
• Increased product adoption by 30%, driving deeper engagement through tailored strategies and high-impact QBRs.
• Mentored Account Executives, improving customer ramp-up times by reducing time-to-value through best practices.
• Championed onboarding & mentorship by training Account Executives on best practices, driving improved customer ramp-up times.
• Resolved customer escalations 20% faster by coordinating with tech and product teams, ensuring a seamless support experience and improving NPS scores.
• Developed customer advocacy initiatives by building case studies, gathering product insights, and influencing roadmap decisions for improved client satisfaction.

Customer Success Manager - CORECENTRIC

(2022-01 - 2023-12)

B2B SAAS, FINTECH

• Managed a portfolio of $500k in ARR enterprise accounts, achieving a 95% Gross Retention Rate (GRR) and 120% Net Revenue Retention (NRR).
• Led strategic adoption plans, resulting in a 14% churn reduction and a 15% faster customer resolution time.
• Acted as the primary post-sales point of contact, overseeing onboarding, product training, executive business reviews (EBRs), and contract renewals.
• Analyzed customer data to identify expansion opportunities, increasing account growth by 25% YoY through cross-sell and upsell strategies.
• Drove C-level engagements to align customer goals with platform capabilities, ensuring measurable business impact.

Enterprise Customer Success Manager - TRADESHIFT

(2018-01 - 2022-12)

B2B SAAS, FINTECH

• Managed a multi-million-dollar portfolio of enterprise customers, achieving 100% GRR and 108% NRR.
• Partnered with executive sponsors and key stakeholders to optimize digital payment adoption, contributing to $1B+ in charge volume processed on Tradeshift Go.
• Led adoption strategies that increased user engagement by 30% and improved partner-driven enrollments.
• Created customer education materials (newsletters, webinars, and training docs) to boost product adoption and retention.
• Collaborated cross-functionally with Sales, Product, and Support to mitigate risk and ensure seamless renewals.

Account Manager - COAST COUNTIES PETERBILT

(2016-01 - 2018-12)

TRANSPORTATION CUSTOMER SUCCESS

• Owned a portfolio of enterprise accounts with $1M+ average deal sizes; consistently met renewal and growth targets.
• Shortened deal cycles by ~15–20% by standardizing discovery, ROI cases, and executive alignment.
• Drove 20% churn reduction and 30% CLV lift through QBR-led expansion strategies and solution mapping.
• Generated 15–25% YoY account growth by expanding fleet service packages and multi-site agreements.
• Increased retention 35% by proactively addressing operational pain points.
• Acted as executive escalation owner; maintained 95%+ CSAT.
• Improved resolution time 35% and boosted self-service adoption 50% via cross-team workflow improvements.

Bachelor of Arts - Finance - Northeastern State University