Experience

Code Climate

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2022 - Aug 2023

  -Finished #1 on CSM team for Renewal and Upsell revenue closed, managed customer base of 70-80 clients. -Ran training sessions of the platform with clients as well as executive business reviews with leadership using data and management consulting to make recommendations on where they can improve their engineering organization and hit KPIs. -Engaged with customer base across the customer journey to ensure satisfaction, growth, and retention while designing structured cadences and… Show more -Finished #1 on CSM team for Renewal and Upsell revenue closed, managed customer base of 70-80 clients. -Ran training sessions of the platform with clients as well as executive business reviews with leadership using data and management consulting to make recommendations on where they can improve their engineering organization and hit KPIs. -Engaged with customer base across the customer journey to ensure satisfaction, growth, and retention while designing structured cadences and innovative campaigns to maximize engagement and nurture relationships. -Instrumental in creating processes and playbooks that shaped the CS team, worked with CS leaders and outside consultants to help create our CS team processes and values which helped increase overall company retention -Passionately worked cross-functionally with AEs, product and marketing to help solve customer issues and drive customer loyalty. Show less



Eggplant

• Customer Success Specialist

  • Jan 2021 - Aug 2022

  Boston, Massachusetts, United States -Managed 70-80 existing clients and served as main point of contact for customers including Express, Dunkin Brands, Inspire Brands while helping them to realize their automation goals. -Ensured customers are happy and using the tool by understanding their goals and scheduling training, support calls in order to help them utilize the tool and achieve ROI. -Responsible for renewals and working with AE on upsell opportunities in accounts, hit 90% or above on renewals/upsell each… Show more -Managed 70-80 existing clients and served as main point of contact for customers including Express, Dunkin Brands, Inspire Brands while helping them to realize their automation goals. -Ensured customers are happy and using the tool by understanding their goals and scheduling training, support calls in order to help them utilize the tool and achieve ROI. -Responsible for renewals and working with AE on upsell opportunities in accounts, hit 90% or above on renewals/upsell each quarter -Worked cross-functionally to ensure customer goals are met and to make sure customers are receiving the attention they deserve while helping the business to understand our customers better to help us improve. Show less



America's Job Exchange

• Customer Experience Manager

  • Apr 2020 - Dec 2020

  Andover, Massachusetts, United States -Led demos and QBRs for accounts, ensure accounts renew their contract while working to upsell them to multi-year contracts. -Fulfilled renewal quota while also helping to increase revenue across accounts and upsell customers to multi-year deals.



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Customer Success Manager, Digital Media Solutions (Enterpise Accounts)

  • Apr 2019 - Apr 2020

  Greater Boston Area -Managed 40-50 Enterprise clients, ensuring their goals are being met and working with them to renew current contracts while finding upsell opportunities



Threat Stack, Inc

• United States
• Computer and Network Security
• 1 - 100 Employee

• Customer Success Manager

  • Feb 2018 - Nov 2018

  Greater Boston Area -Managed and worked with existing customers to ensure that their goals are being met and that they are getting the most return on their investment, while working with multiple teams internally (product, support, engineering, marketing) and renewing clients. -Increased utilization rates to 65%+ for over 30 low utilization customers.



SmartBear

• United States
• Software Development
• 700 & Above Employee

• API Account Manager

  • Nov 2016 - Feb 2018

  Somerville, MA -Schedule and execute demos, best practice sessions, and company-wide training with an account base. -Finished 110% of renewal/retention rate -Closed 180K deal with Aetna Healthcare



Oracle

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Enterprise Software & Cloud Account Manager

  • Feb 2016 - Nov 2016

  Burlington -Fulfilled Sales Quota in Q4, first full quarter at Oracle. -Closed 180K total revenue.



iPayment, Inc.

• Financial Services
• 1 - 100 Employee

• Agent Director

  • Jul 2013 - Jan 2016

  -Achieved or exceeded monthly sales quota every month as sales rep. -Promoted to Senior Sales Consultant based on overall production and finishing within top 5-10% of the company consistently. -Promoted to Agent Director based on overall production as sales rep, top 5% of reps.



Flagship Merchant Services

• Financial Services
• 1 - 100 Employee

• Account Representative

  • Jul 2013 - Jan 2016

  Charlestown, MA -Achieved or exceeded monthly sales quota every month as sales rep. -Promoted to Senior Sales Consultant based on overall production and finishing within top 5-10% of the company consistently. -Promoted to Agent Director based on overall production as sales rep, top 5% of reps.



For Kids Only Afterschool

• United States
• Education Administration Programs
• 1 - 100 Employee

• Group Leader

  • Sep 2012 - Jun 2013

  Everett MA