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)