Principal Customer Success Manager

Challenged to understand resource investment feasibility in new territories, evaluated partners and confirmed revenue viability in 8 states
Managed end-to-end post sales customer journey (implementation - renewal) for ~27 school districts classified as high growth with 100% client retention for 25-30 school districts and agencies, $500k+ ARR;
Partnered with Sales and Marketing to transform school districts (NY to NC) from budding accounts to a network of statewide referring customers
Strategically managed communication plans and solutioned across tiered stakeholders from executive sponsors to operational admin staff to create cohesive implementation and success plans
Mitigated risk leading to 87% early (3-6 months) contract negotiation and renewal across districts
Built and refined territory strategy for Eastern Seaboard emerging and underdeveloped regions by identifying trends and connecting/expanding districts through cross-functional collaboration

Built/scaled Premier Community Management Program (PCM) line of business, team and processes from a $400k single client to $3M standard offering
Hired, onboarded and managed a team of six on- and offshore (Phillipines) Community Engagement Managers to deliver VoC/CX engagement program
Reduced time-to-productivity by 50% by creating operational efficiency initiatives
Partnered with Enterprise CS/Sales to drive engagement and provide deal support for accounts above $200k ARR via usage data, use case widening and gleaned trends from existing clients
Scaled PCM to $3M in one year by identifying key accounts (total value, risk score, NPS) and providing team support to create blanket offerings that covered ~85% of eligible company ARR
Created communication channels between internal teams and strategic partners for 360 feedback
Collaborated with Product to create an internal data lake for efficiency of program delivery and data visibility both internally and externally
Provided profit and loss/key metric reporting covering growth projections, pricing models and resource allocation. Iterated team workflows through strategy planning and team coaching

Developed and managed $2.5M+ book of 20-30 enterprise clients to ensure value realization and 97% NDR, including accounts considered too large, too hard to manage or too risky to fail
Oversaw implementation, development, and maintenance of customers’ community platform
Ran Quarterly Business Reviews with customer execs on goals, obstacles, and insights to identify gaps and expansion opportunities often h uncovering risks
Mentored 10+ newly hired Customer Success Managers to decrease their ramp/training time and increase their industry understanding

95% client retention for a book of 100+ clients. 101% NDR for $1.2M portfolio
Conducted analysis to track key performance metrics and perform extensive market research to consult client’s navigation of market
Built knowledge base of product to effectively troubleshoot and diagnose product malfunction and user error efficiently for the entire team
Created company baseline across clients to identify trends within markets and customize products

Executed over 200 institutional client investment and non-investment grade debt issuances typically ranging from $500 million to $5 billion in size
Produced risk approval reports and syndicate marketing materials to support debt issuances
Structured offering documents, investor presentations, and due diligence outlines for both individual transactions and medium term note programs

Current metrics: 137% Net Dollar Retention; 0.2% ARR churn; 46% of portfolio expanded
Current goals: Expansion of $30k+ ARR/month; maintain less than 1% ARR churn
Own the full customer lifecycle for enterprise accounts, including strategic account planning, executive relationship management, renewals, retention and expansion
Serve as a player-coach, defining the operating rhythm for Enterprise Account Management: building scalable playbooks, renewal frameworks, customer cadences, and best practices
Partner cross-functionally with Engineering, Support, and Onboarding to resolve complex customer challenges, improve the customer experience, and influence product roadmap priorities
Coach enterprise customers through product adoption, onboarding optimization, AI enablement, CRM configuration, workflows, and platform best practices to maximize customer value
Lead high-impact technical escalations, acting as the primary liaison between customers and internal teams to drive timely resolution and maintain executive confidence
Develop and execute Quarterly Business Reviews, strategic account plans, and ongoing health monitoring to align customer objectives with business outcomes, mitigate risk, and drive expansion
Identify internal operational gaps and implement scalable processes, documentation/templates, and tooling recommendations that improve team efficiency and prepare the organization for growth
Establish performance standards and repeatable workflows that enable the Enterprise Account Management function to scale as the business grows