Customer Success Manager | SaaS Account Management

Own a portfolio of SMB and enterprise customer relationships, serving as the primary point of contact for onboarding, ongoing success, and strategic guidance. Partner closely with internal implementation, product, and operations teams to ensure smooth onboarding experiences and timely delivery against project milestones. Develop and maintain a proactive communication cadence to educate customers on platform capabilities, best practices, and updates impacting their business objectives. Conduct regular account health reviews and performance audits, identifying risks, opportunities for optimization, and paths to increased adoption and value realization. Lead customer conversations that translate performance metrics into actionable insights, aligning platform usage with customer KPIs and long-term goals. Identify and execute upsell and expansion opportunities by aligning solutions to evolving customer needs. Act as the voice of the customer internally, influencing product upsells and community engagement.

Serve as a trusted advisor to key stakeholders, managing customer relationships, satisfaction, and retention across a growing book of business. Lead onboarding and training initiatives to ensure customers successfully adopt systems, workflows, and best practices. Facilitate recurring business review meetings to demonstrate ROI, measure success against goals, and drive deeper engagement across customer organizations. Develop account plans focused on long-term retention, expansion, and customer advocacy. Collaborate cross-functionally to optimize customer processes, communication flows, and overall experience. Proactively identify risks through data analysis and relationship management.

Managed multiple client engagements in a high-growth SaaS and digital marketing environment, and increased net production monthly 10X. Supported onboarding and problem-solving across multiple platforms, providing alignment between customer goals and implementation timelines. Collaborated with internal execution teams to analyze performance data and optimize customer outcomes. Conducted account audits and delivered strategic recommendations that increased campaign effectiveness. Supported renewal and upsell efforts by identifying opportunities aligned with customer objectives, and honed in on the ideal target clientele by providing in depth scouting calls.

Supported customer accounts by managing project timelines, deliverables, and communication both with internal and external stakeholders. Assisted in performance analysis and reporting to inform customer strategy as well as helped raise the company profit revenue monthly by handling client satisfaction. Improved operational workflows and cross-team collaboration to enhance the customer experience.

Coordinated projects involving multiple stakeholders, ensuring clear communication, documentation, and delivery against timelines. Tracked performance metrics and produced reports to support leadership decision-making. Implemented process improvements to streamline operations and increase efficiency.