Salt Lake City Metropolitan Area
I am an energetic, data-driven SENIOR CUSTOMER SUCCESS MANAGER with 15+ years of optimizing customer success in the enterprise B2B SaaS sector, specializing in the automotive industry. I bring a proven track record of increasing revenue growth by expanding account footprints and acquiring new customers. As an emotionally intelligent leader, I develop talent, set strategic direction, and unite teams around organizational goals. I leverage my strong presentation skills and deep product expertise to connect with key decision-makers and bring opportunities across the finish line. A former road warrior, I’m practiced in both working remotely and traveling to support clients through on-site visits. SPECIALTIES • Proactively communicates with high-profile clients to promote product benefits, anticipating client concerns and utilizing available options to resolve them. • Leverages data analytics to inform process improvements, enhancing internal efficiency and customer engagement. • Advocates for client needs, achieving high customer satisfaction, increased retention, and revenue growth. • Manages multiple accounts simultaneously while maintaining strict attention to detail. SKILLS PMP | Business Development | Client Onboarding | Conflict Resolution | Data Analysis Executive Presentations | Customer Retention | Software Implementation | Process Improvement Customer Service | Business Reviews | Leadership | Product Expertise | Sales & Marketing | Training Contracts | Partner Enablement | Enterprise Accounts | DEI | KPIs | French (Intermediate) Technology Skills: Microsoft Suite | Google Workspace | Salesforce | Marketo | AutoPoint | CRMs
Recruited to become a product expert and evangelize the company’s DMS platform. Managed book of business, traveling to dealerships and corporate locations to build strategic partnerships and cross-sell additional products. • Successfully engaged with current clients, gaining a reputation as a trusted advisor. • Delivered executive-level presentations to engage decision-makers and drive platform adoption.
Promoted to high-value National Accounts role, managing key dealership B2B SaaS group accounts with 25+ stores. Oversaw book of business for company’s 3rd largest account, a national automotive group with 60 locations. Spearheaded process improvements, facilitated internal alignment on account strategy, and partnered with cross-functional teams on development requests. Led project development, management, and implementation. Presented software solutions at all organizational levels, including the C-suite. Stayed updated on automotive industry trends and competitors’ offerings. Owned entire customer relationship, including renewals, expansion, and strategic account management. • Realized a 28% increase in gross revenue over 3 years by capitalizing on expansion opportunities with existing dealerships as well as acquiring new locations. • Onboarded 30+ store locations onto new RevenueRadar data mining tool, contributing to $10M+ in annual revenue generation. • Led initiatives that reduced first-year cancellations by 25%, preserving $100–150K in revenue. • Onboarded 20+ CRM locations through on-site, consultative support. • Increased ARR by $220K+ in four years by proactively identifying and resolving pain points, building relationships with key partners, and driving value realization. • Mitigated churn risks, securing and retaining 99% of clients’ business. • Analyzed customer usage data to identify trends and opportunities for improvement, providing insights critical to an enterprise client’s business goals.
Promoted to define new external, customer-facing role, traveling nationwide to implement software, present to key stakeholders, and onboard clients. Managed implementation projects related to data integration, document organization, and contract preparation. Provided high-value customer service through ongoing support and personalized coaching. • Led a seamless onboarding process for 200+ automotive business clients onto company’s CRM platform, handling complex customer situations and developing action plans to address concerns. • Onboarded $2M+ ARR in software products during tenure, acting as a road warrior to interface with clients in person. • Piloted new processes and documents for efficient client onboarding that were widely adopted for internal and external reference.
Within 6 months of hire, tapped to lead team of 15–17 Account Managers to maximize engagement with customer accounts. Coached team on providing exceptional product support while personally handling escalations. Created marketing content and internal training documents to showcase product benefits and enhance expertise. • Built and implemented processes to scale for growth, adding 1200+ new customers over 3 years. • Decreased cancellation requests by 10–25% by implementing detailed product usage materials. • Initiated company’s first data analytics project on product usage and customer health metrics; translated data into actionable insights. • Supported new product launch by collaborating cross-functionally on educational collateral to bolster product understanding. • Piloted highly successful product optimization resources for internal and external use. • Developed all team members to receive promotions through coaching and goal setting.
Led development and implementation of a custom CRM for a $20M boutique marketing firm. Completed project on time and within budget, overseeing product roadmap, scope, and deliverables. • Organized and directed technical team of 6 developers and IT specialists in developing custom solutions for the organization. • Oversaw successful implementation and client education on new product.
Managed accounts of 150-200 independent real estate and large brokerage clients for specialized marketing company. Collaborated with internal teams including photography management, engineering, and sales, to meet client needs and address technical issues. • Maximized real estate sales potential for clients by coordinating marketing collateral including online marketing content for sales listings. • Increased revenue by assessing customer needs and advising on additional sales collateral services to support business real estate sales.