Implementation Manager

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
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About me

I have worked for the past 6 years in the Customer Success department at 2 different tech/SaaS startups. I have always handled my own implementations and have owned every post-sales aspect on my accounts. For the past 3 years I have managed a team of CSMs while also holding my own BoB. Looking forward to joining a larger org to own the implementation process and increase that time-to-value!

Professional area


2009 - 2012 Bachelor's Degree @ Brigham Young University - Idaho



Jun 2021 - Current Manager of Customer Success @ Via Customers Inc

● Interviewed and hired CSMs to scale our growing team
● Managed a team of 5 CSMs, helping them grow in their roles and at times receive promotions
● Implemented and ramped internal teams on new softwares, processes, and a new CRM
● Managed Via’s highest valued accounts (116% N$R in Q1/2023)
● Supervised customer escalations and other high priority scenarios

Jun 2018 - Jun 2021 Customer Success Manager (Healthcare) @ Podium

● Manage a book of business of $2m ARR with an average quarterly net retention of 99.2%
● 2021 Q1 N$R was 105% with $119k in growth/expansion
● Podium President’s Club 2020
● Consistently exceed metrics of proactive outreach and other measured KPIs
● Regularly kept pace with the ever-changing processes, expectations, and products
● Involved in many internal initiatives to improve department morale, processes, and growth

Jun 2015 - June 2018 Social Media Manager @ Vivint Smart Home

● Created and managed all social content across multiple platforms
● Recorded social data and generated reporting for management
● Collaborated with various internal departments to help them reach their goals with social media

Oct 2012 - May 2015 Communications Coordinator @ Idaho Stampede (NBA G-League)

● Organized community events according to corporate sponsorships and league community initiatives
● Produced all team publications and customer facing collateral
● Managed team of 4 interns per season

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