Ricoya Cathey

Strategic Customer Success professional with 8 years of experience managing high-value customer relationships, driving retention and engagement, identifying expansion opportunities, and delivering measurable business outcomes. Skilled in account strategy, customer health, stakeholder management, escalation resolution, KPI analysis, and cross-functional collaboration. Brings a consultative, data-driven approach to customer lifecycle management, adoption, value realization, and strategic account growth.

Account Executive Manager, Fragrance - Puig - New York, NY

(2023-08)

• Manage high-value accounts within a $1M+ portfolio, engineering data-driven client strategies focused on retention, long-term value, and 10%+ consecutive monthly growth
• Analyze key business KPIs and client behavior to proactively mitigate churn risks, identify expansion signals, and optimize account health
• Build multi-threaded relationships across brand executives, store leadership, and internal stakeholders to align brand priorities with commercial objectives
• Partner with executive leadership to execute high-impact product launches and regional events while serving as the strategic voice of the customer

Customer Success Manager - Parade - New York, NY

(2022-09 - 2023-08)

• Directed customer success and business operations with full P&L accountability for client retention, lifetime value expansion, and team performance
• Developed personalized customer engagement programs that successfully drove a 10% lift in repeat customer acquisition
• Analyzed purchasing data and consumer behavior patterns to isolate account risks and capture hidden whitespace opportunities
• Increased average order value by 12% via consultative discovery, product education, and strategic cross-selling

Customer Success Lead - Baggu - New York, NY

(2021-03 - 2022-09)

• Acted as a trusted strategic advisor for top-tier accounts across the client lifecycle, owning onboarding, adoption, and long-term retention
• Conducted deep-dive discovery conversations to map client pain points, business objectives, and bespoke product placement solutions
• Designed tailored client experiences that successfully boosted exclusive brand sales by 18%
• Executed targeted enablement sessions and mentored a junior success team, directly contributing to a 10% increase in gross team revenue

Customer Service & Success Lead (Promoted from General Store Manager) - Intentionally Blank - San Francisco, CA

(2018-02 - 2021-03)

• Architected customer relationship management protocols to guarantee a seamless, high-touch experience across the customer lifecycle
• Established cross-functional communication workflows between retail, success, and product teams to accelerate issue resolution
• Identified critical market feedback and product opportunities, driving a 20% year-over-year revenue increase in the first 12 months
• Deployed targeted loyalty strategies around high-value product lines, increasing revenue by 15%

Bachelor of Arts - Fashion Design - San Francisco State University