Alison Knapp

# Customer Success and Account Management Professional

Location United StatesDesired Salary UnspecifiedWork preference Full TimeLinks Status   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am a customer success and account management professional with a proven track record of driving client retention, revenue growth, and satisfaction across SaaS and technology platforms. I excel at building strategic relationships, optimizing customer experiences, and leveraging data-driven insights to deliver impactful results. Throughout my career, I have managed thousands of clients and millions in annual recurring revenue, consistently achieving high retention rates.

In my current role as an Account Manager at Procare Solutions, I manage over 2,800 clients representing more than $13 million in ARR. I develop and execute consultative strategies that improve client engagement and satisfaction, while increasing average customer spend through personalized recommendations and cross-selling. I proactively monitor customer health metrics to address churn risks before they impact the business.

Previously, I served as Lead Senior Success Manager at Smartcare, where I oversaw enterprise and mid-market accounts totaling over $20 million in ARR. I designed onboarding, training, and adoption programs that increased product utilization and retention. I also mentored new team members to enhance overall team performance and drove revenue growth through targeted upselling.

Earlier in my career, I worked as an Account Executive and Senior Customer Support Analyst at Smart Tuition / Blackbaud. I supported onboarding and implementation efforts, maintained high client retention, resolved complex system issues, and created customer-facing knowledge base content to streamline support. I also trained new hires to accelerate their onboarding process.

I am passionate about delivering exceptional customer experiences and continuously improving processes to maximize client success. I am skilled in Salesforce, Zendesk, HubSpot, and other SaaS platforms, and I thrive in collaborative, fast-paced environments where I can contribute to both client and company growth.

## Skills

### [Problem Solving](https://jobicy.com/talent/problem-solving.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[SaaS](https://jobicy.com/talent/saas.md)[Account Management](https://jobicy.com/talent/account-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Relationship Building](https://jobicy.com/talent/relationship-building.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Training](https://jobicy.com/talent/training.md)[HubSpot](https://jobicy.com/talent/hubspot.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Upselling](https://jobicy.com/talent/upselling.md)

## Education

No education data available.

## Experience

Account Manager, SMB @ Procare Solutions  Dec 2022 - Present Managed 2,800+ clients representing $13M+ in ARR, achieving 98%+ retention. Developed and executed consultative strategies, improving client engagement and satisfaction. Increased average customer spend by 12% through personalized recommendations and cross-selling. Monitored customer health metrics, proactively addressing churn risks.

Lead Senior Success Manager @ Smartcare  Apr 2018 - Dec 2022 Oversaw enterprise and mid-market accounts totaling $20M+ in ARR; improved retention to 96%+. Designed and delivered onboarding, training, and adoption programs to increase product utilization. Mentored and trained new team members to improve team performance. Increased average customer spend by 15% through targeted recommendations and cross-selling.

Account Executive / Senior Customer Support Analyst @ Smart Tuition / Blackbaud  Feb 2015 - Apr 2018 Supported onboarding and implementation, maintaining 98%+ client retention. Resolved complex system and integration issues through cross-functional collaboration. Created customer-facing knowledge base content to streamline support processes. Trained new hires to accelerate onboarding effectiveness.