Customer Success Manager

– Spearhead and nurture a diverse portfolio comprising 40+ SMB, MM, and Enterprise accounts with a customer-centric approach
– Guide the customer journey, from onboarding to strategic renewal, account expansion, and consistent retention
– Conduct comprehensive client onboarding sessions, ensuring extensive product adoption and continuous dedicated account support. Achieved a 96% satisfaction rating across all product training deliveries and boosted product adoption by 8% since assuming portfolio ownership
– Formulate and execute retention and expansion strategies founded on data-driven insights, consistently surpassing company KPIs and maintaining a 90% retention rate
– Establish robust, long-term relationships with key stakeholders, decision makers, and end-users. Notably, achieving a 20% increase in connection rates following portfolio acquisition
– Utilize Zendesk for unparalleled customer service, efficiently resolving support tickets and contributing to a 61% reduction in customer tickets
– Conduct comprehensive account health evaluations, analyzing SaaS usage, NPS survey insights, client engagement, and quarterly business reviews
– Maximize the utility of Salesforce for documenting account interactions, task management, data-driven reporting, revenue projections, and client communication records. Introduced innovative workflows that boosted CS team efficiency by 57%
– Collaborate cross-functionally to elevate customer experiences and contribute to product development initiatives. Played an instrumental role in shaping processes and enhancing the company’s CS Handbook

– Managed a dynamic portfolio of over 500 SMB accounts
– Implemented proactive and reactive strategies for account retention, identifying upsell prospects, and delivering top-tier client support
– Maintained a track record of sustaining monthly churn rate below 1.2% and consistently achieved or exceeded ambitious B2B sales, retention, and connection KPI metrics of 100% – 120%
– Implemented innovative retention initiatives across all accounts, effectively mitigating churn
– Leveraged Salesforce to meticulously manage and nurture a robust sales pipeline, ensuring streamlined operations and strategic planning
– Retained extensive SaaS product knowledge
– Proficiently addressed customer challenges and implemented strategic solutions through NPS surveys, check-in calls, emails, and live demonstrations or meetings
– Collaborated across support teams, payment operations, and onboarding to meet customer needs
– Conducted rigorous analysis of failed and renewal payments via Stripe, driving actionable insights to optimize revenue streams

– Managed recruitment for multiple online master’s degree programs in partnership with The University of Oklahoma, utilizing a consultative, solutions-based sales approach
– Guided prospective students from initial inquiry to program enrollment, maintaining relationships and providing unique value propositions
– Monitored student progress in Slate and acted as their advocate and support throughout their enrollment journey
– Maintained detailed records of all customer communication and consistently performed data tracking, data analyzing, and data reporting to hit or exceed weekly metrics and sales goals in Salesforce
– Successfully recruited for 6 semesters, filling every class to 100% capacity and building waitlists beyond KPI expectations
– Managed the launch of multiple brand-new online graduate programs, overseeing student recruitment, account setup, admissions processes, and exceeding KPI’s
– Trained and mentored new employees on enrollment processes, sales techniques, and knowledge of our university partnerships and programs.
– Developed and conducted trainings for compliance refreshers and incoming employees

– Delivered lesson plans and materials using various training techniques, including classroom model, small groups, and one-on-one interventions
– Created and delivered high-impact presentations using multiple technology platforms, including Microsoft Excel, Microsoft PowerPoint, and Google Suite
– Managed multiple projects simultaneously with a team of 5, ensuring performance, quality, strategy, and timelines were achieved
– Developed curriculum and training resources for a diverse clientele to enhance overall performance
– Frequently required to multi-task in order to meet demands of the classroom, demands from administration and demands from other departments in the organization
– Performed data input, data tracking, data analyzing, and data reporting with extreme accuracy for strict compliance records
– Achieved over 97% of students making positive academic growth in all academic areas over the course of the school year

Same as above (Cherry Creek School District)