Worthy Inc
Enterprise Customer Success Manager
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About
Results-driven Customer Success Manager with 9+ years driving product adoption, retention and revenue for enterprise accounts. Proven track record improving customer health and retention by 30% through proactive risk-identification and playbooks, reducing time-to-value by 20% with optimized onboarding, and delivering 20% annual revenue growth via upsell strategies; skilled in cross-functional collaboration, data-driven decision making, and scaling customer programs to maximize lifetime value.
Experience
Senior Enterprise Customer Success Manager - KnowBe4 - Remote
(2018-05)
Managed the customer success team to deliver high-touch service, strengthen customer satisfaction, and drive product adoption across a broad portfolio of accounts.
- Implemented risk-identification tools and proactive mitigation strategies, improving customer retention and health by 30%.
- Partnered cross-functionally with sales, engineering, and product teams to resolve customer feedback and improve the product experience.
- Developed upsell and renewal initiatives that generated new business opportunities and supported 20% annual revenue growth.
- Recognized internally for introducing creative, customer-focused approaches that improved satisfaction and business outcomes.
Retail Sales Lead - Sprint
(2009-01 - 2018-05)
Held this role across two separate tenures (2009–2012 and 2017–2018), supporting product adoption, account growth, and customer engagement.
- Created and implemented strategic plans to meet customer needs and drive usage of cell phone and digital products.
- Delivered presentations and training sessions to support product implementation and day-to-day use.
- Partnered with product and support teams to resolve customer issues and improve the user experience.
- Managed business and personal accounts and upsell opportunities, contributing to a 95% retention rate.
Licensed Life Insurance Agent - New York Life Insurance Company
(2013-01 - 2017-04)
- Enhanced customer service satisfaction through hands-on operational leadership and departmental mentoring.
- Designed and executed onboarding processes, reducing time to value by 20%.
- Collaborated with clients from executive leadership to end users to align solutions with business objectives.
- Developed training collateral and conducted customer training seminars to promote product adoption and customer satisfaction.
- Supervised team performance and implemented corrective actions to improve execution.
Education
Associates Degree - Massage Therapy - Florida Career College (2008 - 2009)
Series 7 License - Life and Health Insurance (2013)
Associates Degree - Graphic Arts & Design - International Academy of Design & Technology (2014 - 2016)
Training - Leadership and Customer Service - Sprint (2012-01 - 2018-07)
Strategic Consulting Course - KnowBe4 (2021)
Never Splitting The Difference (Negotiations Tactic) - KnowBe4 (2022)
