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.
