Customer Success Manager

Technical success management of performance marketing solutions for legal SMBs, driving measurable business outcomes.
•Managed 120+ legal SMB accounts representing $2.2MM in ARR from onboarding to renewal and growth through a customer-centric approach.
•Improved the customer experience, increased CSAT scores by 8% QoQ through revamped playbooks, custom-built assets for onboarding and QBRs.
•Accelerated time-to-value (TTV) by 50% through collaboration with Product and Delivery teams, aligning solutions with client goals.
•Achieved consistent NRR growth, surpassing goals (110% to-goal in Q2 2024, 112% to-goal in Q3 2024, 101% to-goal

Acquired by Forbes Advisor. Strategic success management of SMBs across business services, tech, and home improvement.
•Managed 800+ SMB accounts representing $3.6MM in ARR from onboarding to renewal and growth through outcome-oriented engagement.
•Standardized and streamlined processes; built and deployed automations across client-facing teams, increased CSM capacity by 33% and reduced FRT by 41% within 3 months.
•Increased customer retention rate by 12% over past two quarters through proactive engagement strategies, tailored success plans, and data-driven insights.

Technical solutions, sales, and account management for Geological and Engineering Consulting.
•Managed 250+ SMB and enterprise projects representing $26MM in sales (5 years) from pre-sales to post-sale service renewals through consultative relationship building.
•Designed and launched innovative products and services; drove consistent YoY sales growth (225% in 2017, 111% in 2018, 150% in 2019, 100% in 2021).
•Developed and delivered technical training sessions for clients; improved product adoption rates by 34%, reduced post-sales support tickets by 50%.