Ula Papiez

Global Enterprise Account Manager with 10+ years driving renewals, expansion, and adoption across cybersecurity SaaS and managed services. Owner of a $12M+ ARR portfolio at DomainTools, sustaining 98.97% Gross Revenue Retention across 110+ Fortune 500 and federal accounts including Meta, Tesla, PepsiCo, Kroger, Sony, Warner Bros., CVS, Nike, and ID.me. Closes complex multi-year enterprise renewals (recent $815K prepaid contract at Meta), orchestrates post-sale API integration into Splunk, Microsoft Sentinel, and Palo Alto XSOAR, and builds executive trust at the CISO, board, and Fractional CTO level.

Built CS functions from zero at two MSP and SaaS environments, recovered $800K in misaligned revenue, and converted active breach engagements into multi-year contracts. Bilingual in English and Polish.

Global Account Manager / Retention Manager - DomainTools - Seattle, WA (Remote)

(2025-01)

Sole owner of retention, renewal, expansion, and reseller collaboration across 110+ global enterprise and federal accounts including Meta, Tesla, PepsiCo, Kroger, Sony, Warner Bros., CVS, Nike, and ID.me. Reports to Division VP of Sales.

• Manage 110+ enterprise and federal accounts totaling $12M+ ARR; maintain 98.97% Gross Revenue Retention on a $4.4M renewal book by designing proactive save plans before churn risk surfaces, using Gainsight health scoring and behavioral telemetry to intervene early.
• Own full renewal lifecycle end-to-end: contract review, legal negotiation, pricing strategy, executive alignment, and close, securing renewals well ahead of subscription expiration.
• Conduct QBRs and SBRs with CISOs and C-suite stakeholders; maintain Customer Success Plans for each account tracking business objectives, utilization milestones, and expansion opportunities.
• Orchestrate post-sale API integration of threat intelligence and passive DNS data into Splunk, Microsoft Sentinel, Palo Alto XSOAR, and large-scale enterprise data lakes; advise on AI-augmented SOC workflows.
• Co-sell and co-manage opportunities with national and APAC reseller and channel partners; partner with AEs on health monitoring, renewal readiness, and expansion signals.
• Navigate foreign contract terms, international compliance, and federal procurement cycles; maintain Salesforce, Gainsight, and Clari pipeline hygiene with VP-level reporting.
• $815K Enterprise Renewal at Meta: Negotiated 2-year prepaid contract combining $794K renewal with $21K strategic upgrade, navigating international compliance and API integration scopes to secure executive sign-off.
• Kroger Turnaround & $50K Upsell: Inherited a churn-risk account, rebuilt QBR cadence and executive relationship, converted to a healthy reference account, and captured a $50K upsell at renewal.
• 98.97% GRR on $4.4M Book: Designed and executed proactive save plans for at-risk legacy accounts before risk surfaced in health scores, achieving near-perfect gross revenue retention.

Senior Enterprise Client Success Manager & Team Lead - AQUEITY - Downers Grove, IL

(2023-06 - 2025-01)

Built and scaled the Customer Success function from zero at a fully managed IT and cybersecurity MSP. Owned $12M ARR portfolio of 40 enterprise accounts; architected client roadmaps and scoped complex transformation projects.

• Managed 40 enterprise accounts totaling $12M ARR; owned full renewal lifecycle and conducted executive QBRs with C-suite and board-level leadership on infrastructure performance and strategic IT roadmaps.
• Acted as primary client-facing architect for network builds, cloud migrations (Azure, AWS, Microsoft 365), and end-to-end cybersecurity infrastructure buildouts; authored all SOWs and presented board-level business cases.
• Spearheaded security audits, penetration testing, and Incident Response and BCDR readiness across SOC 2, HIPAA, PCI DSS, ISO 27001, and NIST; served as primary advisor during active breach engagements.
• Built CS department from zero: onboarding workflows, QBR frameworks, SLA governance, and escalation protocols; hired and developed 3 Junior CSMs; introduced EOS L10 cadence; mentored directly by the CEO.
• Breach Recovery, 3-Year Contract & $80K Expansion: Led end-to-end crisis response for an actively breached client, coordinated technical teams and full network rebuilds, and converted the crisis into a 3-year managed services contract, $80K office buildout, and multiple referrals.
• $800K Revenue Recovery: Conducted portfolio-wide contract audits and realignment, recapturing $800K in misaligned or under-billed revenue.

Enterprise Account Manager → Account Manager → Inside Sales Executive - ALL COVERED (a Konica Minolta Company) - Ramsey, NJ (Remote)

(2018-06 - 2023-06)

Advanced through three commercial roles at a national managed IT and digital transformation provider; specialized in healthcare, legal, finance, and regulated industries.

• Enterprise Account Manager & Client Success (Oct 2022 – Jun 2023): Handpicked by the Director to formalize the enterprise program. Managed 34 strategic enterprise accounts including 4 Fractional CTO-supported flagships. Drove 20% portfolio revenue growth via SLA, hardware, and cloud licensing realignment. Earned exclusive trust of the firm's top Fractional CTO as sole designated contact across 4 high-stakes accounts, generating high-value referrals and a premier external reference.
• Account Manager (Dec 2019 – Oct 2022): Merit promotion from Inside Sales, selected from 5 competing peers. Managed $2M book across 50+ SMB and mid-market clients at 120% quota attainment. Led emergency remote transitions for 40 accounts simultaneously through COVID-19 with zero critical client downtime.
• Inside Sales Executive (Jun 2018 – Dec 2019): Generated $2M+ qualified pipeline at 125% of quarterly target; ranked #1 on team for qualified appointments; made 120+ cold calls daily; hand-selected for direct mentorship by a senior healthcare enterprise director and HIPAA specialist.

Bachelor of Business Administration - Business Management - Roosevelt University (2015 - 2017)