Customer Success Manager

Senior Customer Success Manager — Vanguard Tech Systems

Chicago, IL | March 2024 – Present

• Managed a portfolio of 22 enterprise accounts representing $2.8M in Annual Recurring Revenue (ARR), achieving a Net Revenue Retention (NRR) rate of 116% in FY25.
• Designed and implemented a comprehensive post-onboarding training program for 400+ customer end-users, which boosted monthly active usage (MAU) metrics by 42% and reduced initial support ticket volume by 28%.
• Partnered with Account Executives and Product Specialists to close 14 account expansion deals, generating $320,000 in new expansion ARR and expanding cross-sell product adoption by 18% over a 12-month period.
• Spearheaded the integration of Gainsight with Salesforce, establishing automated customer health score dashboards and risk alerts that reduced customer churn by 18% and accelerated QBR preparation by 5 hours per week.

Customer Success Manager — CoreSaaS Solutions

Indianapolis, IN | June 2021 – February 2024

• Oversaw customer success operations for 35 mid-market accounts representing $1.6M in ARR, maintaining a 94% customer satisfaction (CSAT) score across 180+ executive business reviews.
• Streamlined the customer onboarding process, successfully reducing the average time-to-value from 45 days to 28 days for 90+ new client implementations across 3 product lines.
• Identified 8 at-risk accounts through health-score monitoring and executed customized recovery playbooks, successfully saving $140,000 in threatened annual contract value.
• Collaborated with Product Management and Engineering to resolve 50+ critical customer feature requests, resulting in a 25% drop in support ticket volume and a 12% increase in customer NPS.

Account management, Customer retention, Net Revenue Retention (NRR), Churn mitigation, Customer onboarding, Business reviews (QBRs), Cross-selling, Upselling, Escalation management, Customer health scoring, Salesforce, Gainsight, Zendesk, HubSpot, Jira, Excel

Health Scoring Automation Initiative

Role: Customer Success Lead

Tools: Gainsight, Salesforce, Excel

Built custom health-score dashboards tracking usage frequency and support tickets, enabling proactive outreach that saved 6 accounts from churning.

Enterprise Onboarding Playbook Redesign

Role: Customer Success Specialist

Tools: Zendesk, HubSpot, Confluence

Overhauled onboarding documentation and email sequences, reducing customer onboarding support tickets by 35% and time-to-first-value by 12 days.

• Certified Customer Success Manager (CCSM) - Level 3 (2023)
• Certified ScrumMaster (CSM) (2022)

• Languages: English (Native), French (Conversational)
• Volunteer Work: Mentored 15+ university students entering technology careers (2023-present)
• Availability: 2 weeks notice