Manager, Customer Success

End-to-end management (implementation – renewal) of East Coast portfolio inclusive of veteran, growth and potential partners
Strategic solutioning and partner relationship management across multiple stakeholders from executive sponsors to operational admin staff for high-value accounts
Risk monitoring and mitigation leading to contract negotiation and early renewals/revenue growth
Build and refine territory strategy for emerging and underdeveloped regions by identifying trends and connecting/expanding districts through cross-functional collaboration
Create communication channels between internal teams and strategic partners for 360 feedback and product collaboration

Built/scaled Premier Community Management (PCM) line of business, team and processes ($3M)
Inclusive of P&L, hiring, and foreign office management
Hired, onboarded and managed a team of on- and offshore Community Managers to deliver PCM program, including resource management
Partnered with Enterprise CS and Sales to drive engagement and provide large deal support for top customers via data-driven insights
Scaled total program value while maintaining flat Community Manager business hours
Provided key metric reporting and strategy planning for PCM program including design, implementation and refining of team workflows within proprietary and external software

Developed and managed $2.5M+ book of enterprise clients to ensure value realization and renewal, including additional accounts considered too large, too hard to manage or too risky to fail
Oversaw implementation, development, and maintenance of customers’ community platform
Reviewed Success Plans with customers on goals, obstacles, and insights to identify gaps and/or expansion opportunities
Uncovered risk and unexpressed needs by driving discovery sessions, asking probing questions and defining a long-term account plan for growth
Mentored newly hired Customer Success Managers to decrease their ramp/training time to market

95% client retention for a book of 100+ clients. 101% net-revenue retention for $1.2M portfolio.
Conduct detailed analysis to track key performance metrics and perform extensive market research to consult client’s navigation of market
Built knowledge base of product to effectively troubleshoot and diagnose product malfunction and user error efficiently for the entire team
Created company baseline across clients to identify trends within markets and customize products

Executed over 200 institutional client investment and non-investment grade debt issuances typically ranging from $500 million to $5 billion in size
Produced risk approval reports and syndicate marketing materials to support debt issuances
Structured offering documents, investor presentations, and due diligence outlines for both individual transactions and medium term note programs