Savannah Thomas

Relationship-driven professional with more than six years of experience delivering exceptional client experiences, coordinating complex operations, and building trusted relationships with diverse stakeholders. Recognized for anticipating needs, resolving challenges with empathy and professionalism, and creating seamless experiences from onboarding through long-term partnership. Seeking to bring a high standard of service, organization, and hospitality to a guest-focused environment.

Expansion Account Manager at Gusto Payroll (2025-05 – 2026-02)

• Managed a portfolio of more than 500 business clients, providing personalized service and acting as a trusted point of contact.
• Built strong relationships by understanding client goals and anticipating future needs.
• Delivered tailored recommendations that increased client engagement and exceeded quarterly performance goals by 135%.
• Coordinated across Compliance, Product, Support, and Operations teams to resolve complex customer issues quickly and professionally.
• Balanced competing priorities while managing hundreds of active client relationships in a fast-paced environment.

Customer Success Manager at Gusto Payroll (2021-11 – 2025-05)

• Managed a $2.5M portfolio while maintaining 98.6% quarterly client retention through proactive relationship management.
• Successfully retained $140K in at-risk business by de-escalating concerns and creating personalized solutions.
• Oversaw a high-touch portfolio of strategic clients requiring white-glove service and cross-functional coordination.
• Developed customized success plans that improved client satisfaction and strengthened long-term partnerships.
• Helped standardize internal service processes by collaborating with leadership to create a company-wide concession framework.

Enterprise Client Success Manager at Zocdoc (2020-01 – 2021-05)

• Managed relationships with major healthcare organizations, delivering a high level of personalized service.
• Improved onboarding experiences and reduced implementation timelines through thoughtful planning and communication.
• Facilitated virtual training sessions for large groups while ensuring participants felt supported and engaged.
• Worked closely with multiple stakeholders to coordinate projects and deliver exceptional customer experiences.
• Maintained 100% client retention by building trust and responding quickly to evolving needs.

Bachelor of Science in Marketing – W. P. Carey School of Business - Arizona State University