Sandy Rhoades

Strategic and data-driven Senior Customer Success Leader with 10+ years of experience driving retention, revenue growth, and operational efficiency. Experienced in regulated and enterprise environments, with a track record of delivering measurable ROI, driving transformation, and mapping customer journeys to ensure long-term value. Open to travel as needed to support customer relationships and business objectives.

Phononic, Inc.-

Phononic is a B2B technology company that leverages advanced thermoelectric technology and (SaaS) software-driven solutions to revolutionize cooling and refrigeration. 

Senior Customer Success Manager| 03/2024 – Present | Hybrid

• Served as the primary client-facing POC for Enterprise Pharmacy, Retail and Grocery accounts like Shoprite, Sam’s Club and Meijer
• Leveraged AI-powered tools to create and optimize partner enablement tools, including a Knowledge Base, FAQs, and playbooks
• Achieved 100% NPS through cultivating high-value customer relationships and strengthening retention strategies
• Satisfaction scores for the installation process were 10/10, driven by designing and implementing a customer feedback loop
• 25% reduction in contract renewal turnaround time and 15% increase in retention resulted from optimizing the contract renewal process
• Delivered ROI-focused value reports during QBRs, highlighting impact and fostering upsell conversations.
• Launched and scaled a Voice of the Customer (VOC) program, that led to 20% increase in feature adoption and improved customer feedback scores by 10%

B.A., Elon University, Elon, NC- (recruited to play Women’s soccer)