Customer Success Manager

Own a portfolio of SaaS client accounts across North America and other global markets, managing renewals, retention, escalations, upsell, and cross-sell opportunities. Build account plans that identify stakeholders, client goals, account health, renewal timelines, and expansion potential.

Generate up to USD 10,000 per month in upsell revenue by identifying growth opportunities and recommending tailored solutions. Run demos, presentations, account reviews, and client communications through phone, email, and video, while resolving escalations to protect customer trust and retention.

Maintain account health, renewal, and pipeline data in Salesforce and other CRM platforms to prioritize accounts effectively. Collaborate with marketing and product teams to align account plans with organizational goals.

Served as the primary point of contact for clients implementing a SaaS ERP solution. Translated business requirements into configured solutions and conducted product walkthroughs for client stakeholders.

Managed end-to-end implementation delivery by coordinating project timelines, client teams, engineering, and support functions. Provided regular status updates, milestone reviews, and risk flags to clients and internal leadership.

Prioritized competing client requests using ticket and sprint data in Jira, Trello, and Asana to keep implementations and delivery activities on track.

Supported the business analysis team with requirements gathering and documentation activities.

Assisted in organizing client and project information to support analysis and delivery work.