![Brittney Dickerson](https://jobicy.com/react/themes/app/images/avatar.jpg) Brittney Dickerson # Principal Customer Success Manager Actively looking · Member since 29 Jun 2025 [Message](https://jobicy.com/dashboard-page.md) ShareLocationNew York, United StatesDesired salaryUnspecifiedWork preferenceHybrid / Full TimeExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryHi there, welcome! I’m an experienced professional with a demonstrated history of revenue growth, program management and customer retention within SaaS, with an emphasis on consumer insight. Throughout my past roles, I’ve had the opportunity to hone my expertise on customer strategy, relationship management, and risk and data analysis across a broad range of industries. At the core of each experience has been my curiosity and passion to navigate my clients, be them internal or external, through risk and closer to goals based on data driven decision making. Sprinkle in a dose of human and now you have partnerships, instead of just customers or vendors! Currently working on: Project Management Certification ## Skills 18 capabilities[Administration](https://jobicy.com/talent/administration.md)[Coaching](https://jobicy.com/talent/coaching.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Enterprise SaaS Sales](https://jobicy.com/talent/enterprise-saas-sales.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Hiring](https://jobicy.com/talent/hiring.md)[Office Management](https://jobicy.com/talent/office-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Organizational Skills](https://jobicy.com/talent/organizational-skills.md)[Program Development](https://jobicy.com/talent/program-development.md)[Relationship Management](https://jobicy.com/talent/relationship-management.md)[SaaS](https://jobicy.com/talent/saas.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Team Management](https://jobicy.com/talent/team-management.md) ## Experience Career history ### Senior Customer Success Manager, New Territories · InformedK12 Dates not specifiedChallenged 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 ### Program Manager, Premier Community Management, Professional Services · Alida, Inc. Dates not specifiedBuilt/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 ### Senior/Customer Success Manager · Alida, Inc. Dates not specifiedDeveloped 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 ### Client Success Manager · YouVisit LLC Dates not specified95% 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 ### Analyst, Investment Banking Division · Citigroup Dates not specifiedExecuted 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 ### Senior Enterprise Account Manager · Playground Aug 2025 – PresentCurrent 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 ## Education Learning history ### Hampton University 2006 – 2010Bachelor of Science (Finance) This professional hasn’t added portfolio projects yet. 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