Tustin, California, United States
Impact-driven Client Success leader with 10 years of experience scaling B2B SaaS relationships and startup environments. Proven track record of driving customer adoption, retention, and revenue growth across 300+ strategic accounts. Energized by meaningful work, continuous growth, and helping people and organizations grow together.
• Partner to our largest, enterprise customers and presented Performance Reviews to c-level executives, strategizing growth and opportunities • Responsible for retention and renewal process, 100% NRR Q3 21’, Q2 21’, Q2 22’ • Led weekly collaboration with Product Team to prioritize customer feedback, pain points, and product gaps for core product • Promoted to Sr CSM within 1 year as a result of high retention, spearheading initiatives, leading team • Mentored 3 team members - train best practices, provide support, address blockers, collect feedback
• Trusted advisor to our key accounts, providing strategic suggestions and product education • Achieved long-standing customer relationships with a 4.86 CSAT and <3% churn per quarter • Exceeded 100%+ of every upsell goal (Q4 '19 - Q1 '21) for our add-on solutions (Google Ads, PPC) • Top CSM in new Segmentation structure in Strategic Outreaches, Inbound Cases closed, & Upsell ARR • Presented in-depth Performance Reviews after analyzing platform metrics, SEO, and Google Analytics • Exceeded every Upsell ARR goal (Q4 2019 - present) Quota Attainment: • 2020 Q3: 112% of goal • 2020 Q2: 140% of goal • 2020 Q1: 104% of goal • 2019 Q4: 473% of goal
• Grew the SoCal region within three enterprise Fortune 500 accounts: Accenture, IBM, Disney • Built 300% more key manager relationships increasing the region’s Enterprise MRR from $0 to $50K/mo • Collaborated with Engineering, Recruiting, and Operations teams to ensure 100% delivery • Trained, mentored, and promoted 6 new Associate Account Managers and Technical Recruiters • 2017 Presidents Club winner: $600K in ARR