Customer Success Manager

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

Dedicated Client Success professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working in fast-paced environments and adapting to new situations and challenges to best enhance the organizational brand.

I am passionate about developing and maintaining strong relationships with clients while driving impactful value to them.

Professional area


August 2009/May 2013 BA @ Indiana University


June 2021/June 2023 Head of Customer Success, North America @ WiredScore

Senior leader with experience creating client retention strategies, developing team operating procedures, solving cross-functional process differences, and people management responsibilities, with the goal of supporting a positive client experience.
Responsible for full employee life cycle including, hiring via Greenhouse, onboarding using internal resources, work assignment, goal alignment using Weekdone, coaching, and performance management using Bob.
Managed multiple concurrent strategic projects, working cross-functionally with Revenue Operations, Marketing and Product making high-impact effective enhancements.
Regularly reported on NRR – 92%, SQLs – 110%, Renewal Forecasting with the North American CS Team, consistently hitting 80% of renewal target.
Effectively empowered Client Success Team, while creating a positive culture with a focus on career progression & development.

Jan 2018/June 2021 Senior Customer Success Manager @ WiredScore

Responsible for ongoing relationships with 350+ active clients to ensure ROI and provide white-glove service.
Managed a team of five Client Success representatives, conducted weekly 1:1’s, executed performance reviews, and established quarterly OKR goals.
Designed and continuously facilitated new hire onboarding for Client Success team.
Identified upsell opportunities and expanded partnerships with clients to increase investment across Real Estate Portfolio.
Advocated client needs and issues cross-functionally with Business Development, Product, Operations, and Engineering teams.
Piloted Global Alignment Project for Client Success Team to institute consistent practices across the organization.

Jan 2014/Jan 2018 Senior Client Success Manager @ Zocdoc

Monitored operational workflows for local, midmarket, hospital, and health system clients on ZocDoc platform.
Lead client-facing training programs for 5,000+ doctors for seamless adoption and best practices.
Analyzed client engagement metrics to determine success in various appointment portal programs.
Achieved personal monthly KPI targets to strengthen and maintain healthy book of business.
Appointed Project Manager of learning management platform with enablement tools, recorded client meetings, and previous training sessions.
Collaborated effectively with Internal Health Systems, Sales, and Operations teams.
Organized optional professional development program for high potential employees to enhance Excel, Salesforce, and SQL skills in addition to Customer Success mentorship program.

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