Atlanta Metropolitan Area
Reed is a results-driven Customer Success Manager known for building strong customer partnerships, strengthening retention, and elevating service delivery. She excels at leading cross-functional teams to create solutions that boost customer satisfaction, drive product adoption, and support revenue growth. With deep experience in onboarding optimization, data-informed problem solving, and translating customer feedback into strategic action, Reed brings both analytical rigor and a customer-first mindset to every engagement. A proud University of Tennessee graduate with highest honors, she is currently pursuing her MBA at the University of Georgia. Outside of work and school, Reed is an avid reader and a committed growth-mindset advocate, approaching life and leadership with curiosity and a dedication to continuous learning.
• Managed a 70-account portfolio representing more than $21M in total contract value • Ranked the top Customer Success Manager globally for POC KPI attainment in FY24 • Consistently recognized as the top CSM in the Southeast for monthly and quarterly customer engagement • Delivered a Net Renewal Retention Rate of 134% in FY24 • Led complex enterprise deployments, escalations, and renewals while driving adoption, advocacy, and long-term customer value • Mentored junior team members, providing product expertise, onboarding support, and ongoing professional development guidance
• Built trusted relationships with senior stakeholders, tailoring communication to diverse audiences and providing strategic guidance on complex issues • Strengthened customer retention and growth by ensuring clients maximized product value, uncovering upsell and cross-sell opportunities, and driving initiatives that increased lifetime value • Leveraged data analytics to monitor customer health, track performance metrics, and identify trends, enabling proactive engagement and informed strategic decisions • Continuously improved processes and workflows to enhance customer experience, streamline operations, and elevate overall satisfaction
• Responded to all client inquiries and asked appropriate questions to facilitate resolution. • Assisted with special marketing projects by coordinating distribution of marketing material, contacting customers to explain new marketing campaigns. • Provided knowledgeable service and support for all customer needs. • Executed and devised business development strategies to attract and acquire new clients using content marketing and networking. • Cultivated long-lasting client relationships based on trust and solid understanding of business needs. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Achieved distinction as the first Sales and Client Management Intern in the nation to complete Unum’s comprehensive ancillary benefits training program • Shadowed sales professionals to learn best practices, refine consultative selling skills, and understand strategies for driving revenue growth • Successfully collaborated in a fully virtual work environment, adapting to remote teamwork across multiple regions • Delivered a capstone presentation to managers and executives analyzing the state of broker prospecting and proposing solutions to optimize revenue generation and time efficiency • Translated complex document data into clear, usable formats to support client specialists in code development
• Oversaw team of 27 chairwomen focused on improving the Pi Lambda chapter of Delta Zeta • Chaired weekly meetings with executive leadership to identify opportunities for improvement and establish milestones • Reviewed and edited all training materials for accuracy and company policy compliance • Evaluated chairwomen's skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills • Scheduled and supervised chairwomen meetings to discuss new ideas and update participants on program details and milestones