Experience

Theatro

• United States
• Software Development
• 1 - 100 Employee

• Manager, Customer Success

  • Jun 2023 - Present

  • Led a team while building from the ground up, collaborating cross-functionally with Sales, Customer Success, and Implementation teams to develop and implement effective success plans for both existing and incoming customers • Oversaw the hiring, training, and development of a top-performing customer success team, establishing a solid foundation to increase retentions, renewals, expansion, and upselling of existing customers • Leverage expertise to guide and mentor the CSM team, ensuring understanding of organizational processes, procedures, and expectations to secure the achievement of both individual and organizational goals • Led the implementation of strategies to improve product adoption, usage, customer satisfaction, and NPS scores, increasing the overall customer lifetime value • Developed and cultivated relationships with executive leadership, collaborating to create and implement initiatives increasing customer satisfaction and retention • Identified, pursued, and secured net new upsell revenue from existing customers, delivering significantly increased revenue Show less



ExtendAg

• United States
• Software Development
• 1 - 100 Employee

• Sr. Leader Customer Success & Project Management

  • Jun 2022 - Jan 2023

  • Performed as Sr. Leader of Customer Success and Project Management, directing a team of 2 Project Managers and 5 Customer Success Managers, collaborating cross-functionally to establish a winning customer experience, driving a 10-point increase in NPS and a 15% quarterly revenue increase • Leveraged expertise to develop strategic processes to support the organization’s largest customer, generating a 50% increase in quarterly recognized revenue • Oversaw the management of a multi-million-dollar book of business that included a billion-dollar agricultural consortium that was considering canceling the existing contract, performing as an integral team member in developing a solution that had the organization using a new product before launch within the first 6 months of tenure • Recognized by executive leadership for successfully “providing light at the end of the tunnel for the first time in the project” and delivering the project on time and within the established budget • Created and launched processes for managing customer training, integration, and knowledge base content, providing opportunities to discuss and resolve any issues that arise to support a seamless experience Show less



Bigtincan

• United States
• Software Development
• 200 - 300 Employee

• Senior Customer Success Manager

  • Nov 2019 - Jun 2022

  • Responsible for the management of a book of business supporting 20 customers, leading a customer success team of 5, and developing strategic success plans for midmarket and Enterprise customers, focusing on product and service value • Provided strategic direction and guidance in the development of an onboarding plan to integrate various platforms, generating a 30% reduction in the onboarding time • Facilitated comprehensive training for customers concerning the SaaS solution, ensuring proficiency within all product aspects • Developed and cultivated strong relationships with critical customer stakeholders, driving a 15% increase in retention • Listened to the voice of the customer and collaborated with Software Development and Professional Service teams, working together to design, develop, and deliver customized SaaS features that align with client needs • Established a top-performing team and managed a book of business, achieving very high customer satisfaction, receiving recognition from executive leadership, and becoming the 1st team invited to the Sales kickoff Show less



SecureAuth Corporation

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Success Manager

  • Apr 2016 - Nov 2019

  • Oversaw a team of 6 in the early-stage start-up that included 3 Customer Success Managers and 3 Team Leads, focusing on establishing customer satisfaction, compliance, and health while driving adoption, retention, and expansion • Utilized subject matter expertise to manage a $3.5M book of business with a retention rate that exceeded 95%, as well as achieving a cross-sell and upsell rate of 105% of quota quarter over quarter, resulting in earning 3 consecutive President’s Club Awards • Gained an in-depth understanding of the customer’s business, goals, and objectives and evaluated use cases to effectively showcase the value proposition to maximize upselling opportunities, successfully delivering tailored solutions Show less



Veros Real Estate Solutions (Veros)

• United States
• Real Estate
• 1 - 100 Employee

• Client Service Account Manager

  • Jan 2011 - Apr 2016

  • Recruited to assist in building out the Client Service Account department, starting with 1 employee and 1 manager and growing into a team with upwards of 9 resources • Developed and managed relationships with various mid to large home mortgage companies and credit unions, focusing on building and expanding a network to support organizational growth • Collaborated cross-functionally with both internal and external stakeholders, communicating regularly to ensure seamless software updates and releases • Cultivated strong working relationships with clients and leveraged to identify specific needs to drive renewals and retention • Oversaw projects for various clients, including Fannie Mae and Freddie Mac, providing exceptional client management that generated increased renewals Show less