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.
