Tallahassee Metropolitan Area
Dedicated and results-driven Customer Success Manager with 8+ years experience in B2B services in a SaaS environment. Proficient in managing SMB level clients, onboarding, and increasing revenue while building strong client relationships. Passionate about helping clients succeed and building engaging communities for mutual benefit. Committed to consistently delivering value and driving customer success.
- Managing a portfolio of SMB level clients with a total monthly revenue $150k+ - Monitoring client utilization to identify risks and opportunity action items - Supporting client growth through regular business reviews and strategic planning, increasing revenue by 10% annually - Increasing customer retention through personalized customer success plans and proactive issue resolution to ensure 90% client renewal and reduced churn
- Managed onboarding and performed polished product reviews of core products for new and existing clients in a SaaS environment - Increased 20% revenue growth by generating new business leads through outreach and nurtured existing leads and clients - Hosted webinar presentations and provided a framework of product functionality and services to potential clients - Managed the tasks involved with addressing customer needs and concerns and maintained client account activities
- Decreased client churn by 15% through effective handling of cancellation requests and addressing client objectives - Implemented customer retention strategies to increase client loyalty and retain business - Contacted clients with past due accounts to formulate payment plans and discuss restructuring options - Increased successful resolution of chargeback disputes by 20%, independently addressing and resolving client issues