Senior Manager, Customer Success

• Aug 2023 - Present

Manager, Client Success & Renewals

• Jul 2021 - Aug 2023

Managing a team of 5 Client Success Managers and 4 Renewal Specialists + 1 Team Lead in the Client Success department, focused on expanding the reach of the Client Success team to provide a better customer experience and improved customer outcomes. ● Client Success team focused on client health, retention, and escalation management for 500+ clients, $19M+ ARR ● Renewals team focused on client renewals for 13,100+ clients, $137M+ ARR ● Managed Renewals team toward a 91.4% gross retention rate in 2021, 92.7% gross retention rate in 2022 ● Built strong relationships with key customers to ensure their success and promote long-term loyalty ● Led pilot of MYC Renewal contracts in Q4 2021, resulted in programmatic change in 2022 to lead with MYC renewals ● Recruited, trained, and developed customer success talent to drive team performance and growth ● Developed high-performing Client Success Associate to Team Lead in 2022 ● Established requirements, job description, & hired team of Migration Success Managers to manage transition of clients from legacy to go-forward products ● Led discovery, purchase, & implementation of ChurnZero as Client Success CRM in 2022-2023 Show less

Director, Client Success

• Mar 2020 - Jul 2021

Managed a team of 12 Client Success Managers and 2 Team Leads in the Client Success department, leading operational planning, client health management strategy, driving client retention & renewals, and implementing best practices.● Led the team focused on client health, retention, & escalation management for 3,000+ clients, $45M+ ARR● Developed & reported on metrics for performance, tracked progress, and managed toward a 91% gross retention rate in 2020● Implemented technology and processes to streamline activities and improved the consistency of outcomes● Recruited, trained, and developed client success talent to drive team performance and growth● Implemented Client Operations Qualified Leads (COQLs) to drive new revenue for Sales on existing accounts● Integrated employees from acquisition to SSG systems, processes, and procedures● Ensured clients derived value from their investments and fully leveraged SSG’s products on an ongoing basis through usage tracking and engagement playbooks● Rolled out new Client Engagement Score & refined NPS process to have better indicators of churn● Maintained a deep understanding of industry trends, customer behavior, and competitive landscape to drive innovation and improve customer success● Met or exceeded retention targets for 10 consecutive quarters Show less

Manager, Client Success

• Jan 2019 - Mar 2020

Managed a team of 7 Client Success Managers in the Client Success department, driving client retention & renewals, and implementing best practices.● Developed and executed customer success strategies that led to an improved gross retention rate of 89% in 2019● Assisted in the implementation of Gainsight playbooks and CTAs & pushed adoption among the CSMs● Analyzed customer data and feedback to identify opportunities for improvement and create data-driven strategies● Created and presented regular reports to senior leadership on customer success metrics and initiatives at internal Quarterly Business Reviews Show less

Manager, Renewals

• Sep 2018 - Dec 2018

2018 Manager of the Year. Completed High Potential Leadership Program (HiPo), winning 3 of 5 sessions. Managed a team of 5 Renewal Specialists in the Renewals department, taking a solutions-oriented, consultative approach to client retention.● Led team in the retention and growth of accounts toward an 87% gross retention rate in 2018● Established 180-day renewal strategy for client engagement to improve renewal rates● Hired, onboarded, and developed successful Renewal Specialists● Implemented best practices in revenue operations designed to increase predictability in account retention Show less

Team Lead, Renewals

• Sep 2017 - Aug 2018

Managed a team of 4 Renewal Specialists in the Renewals department, responsible for a portfolio of strategic accounts.● Led team in the retention and growth of accounts with goal of 85% gross retention● Established interdepartmental processes and policies to improve and manage internal handoffs ● Managed onboarding and training process creation, rollout, and feedback for Client Success department

Renewals Specialist

• Jan 2017 - Sep 2017

Strategic lead on Social Solutions’ largest clients, responsible for developing strategies and tactics designed to meet business goals and achieve internal retention goals of 85%.

Renewals Specialist (SLED)

• Oct 2016 - Jan 2017

● Review and renew existing SaaS contracts with customers● Track status of renewal commitments and proactively follow up with customers● Communicate with Procurement and Legal Departments to advise them on expiring contracts● Interact with customers to explain quote prices/terms and answer questions● Ensure accuracy of a high volume of customer data and prepared quotes● Generate reports in Salesforce: renewal life cycles, opportunity pipelines, at-risk reports● Work with Accounts Receivable team to identify delinquent accounts & strategize to collect payment● Retrieve invoices and financial statements to deliver to customers with outstanding invoices Show less

Renewals Representative

• Jun 2015 - Oct 2016

Dealer Billing Specialist

• Aug 2013 - May 2015

● Acted as a consultant to identify risks and requirements during the development of new billing system● Lead tester: responsible for testing billing system to provide feedback and advise on bug fixes and enhancements● Sole writer of system manual for internal use of billing system and process instructions/FAQs for customer use● Led initial rollout of system to customers; acted as main point of contact for users seeking advice and resolution● Reconciled and reviewed customer contracts in-order-to verify accuracy, generate invoices for underpaid accounts, and locate errors and inconsistencies made in pricing Show less

Commissions Specialist

• May 2010 - Aug 2013

● Generated commission statements and reports based on monthly production of sales agents● Calculated monthly commissions and close out reports using proprietary office system● Researched agent commission problems by reviewing pricing, programs, and business received

QC Analyst

• May 2008 - May 2010

● Verified customer contracts and products/warranties purchased using proprietary office system● Manually entered customer information into proprietary office system to record information for use in other departments● Downloaded batches of remitted business from online based eContracting system into company’s system● Performed daily deposits by processing customer payments and loading all payments into deposit system