Strategic Customer Success Manager

Managed a portfolio of more than 50 employer accounts in regulated industries. Owned onboarding, adoption, performance reviews, renewals, and long-term retention while serving as a trusted advisor to HR, Safety, Compliance, and Operations leaders. Streamlined onboarding workflows, reducing time-to-value from several weeks to only a few days and improving long-term retention outcomes. Maintained renewal rates estimated in the high ninety percent range by proactively monitoring account health, identifying risks early, and reinforcing value through regular performance reviews and stakeholder communication. Led value-realization discussions with HR, Safety, and Compliance leaders, translating complex data into clear insights that strengthened adoption, supported renewal readiness, and aligned platform usage with organizational goals. Identified churn risks by tracking usage patterns, service trends, and engagement levels; partnered cross-functionally with Operations, Product, and Support to resolve blockers and stabilize at-risk accounts. Served as a trusted advisor to employer accounts, guiding them through compliance-driven processes and long-term optimization to improve operational efficiency and reduce risk. Collaborated with Sales, Customer Success, and internal teams to support renewal strategy, address objections, and ensure a smooth contract-cycle experience for employer accounts. Monitored account activity, lifecycle milestones, and adoption trends to support accurate renewal forecasting and internal planning.

Managed enterprise accounts in regulated verticals and ensured data accuracy that reduced downstream operational risk. Guided customers through multi-step screening workflows by clarifying requirements and removing barriers to completion. Trained internal teams on compliance standards and workflow best practices which improved consistency and customer confidence. Identified data trends early and prevented escalations by addressing issues before they impacted account health. Supported expansion conversations by educating customers on features aligned with their evolving compliance needs.

Managed day-to-day operations for national accounts and ensured accuracy, responsiveness, and continuity of service. Helped customers complete multi-step workflows by clarifying requirements and providing timely follow-up. Analyzed account data to surface issues early and reduce risk in a compliance-sensitive environment. Strengthened customer relationships by proactively resolving workflow friction points.

Advanced from frontline CSR to primary liaison for one of the company’s largest national accounts. Coordinated client communications, system training, and program implementations which improved adoption across large enterprise teams. Built foundational expertise in SaaS platform support, FCRA compliance, background screening workflows, and escalation management. Delivered training on systems, reporting, and results interpretation which reduced repeat inquiries and built long-term trust.