Senior Customer Success Manager

Manage a portfolio of high-value enterprise SaaS accounts as a trusted advisor to C-level stakeholders, driving platform adoption, retention, long-term value, GRR, and NRR through proactive engagement and relationship building. Deliver Premier Plan services, lead QBRs, and present complex ROI data to senior stakeholders.

Partner with Product, Engineering, and Sales teams to resolve operational bottlenecks and ensure seamless service delivery. Identify communication and process gaps, build structured feedback loops with Product Managers, synthesize customer feedback and usage data, and advocate for roadmap and workflow improvements.

Facilitate internal enablement sessions, workshop-style training, and one-to-one coaching for Customer Success Managers and regional teams on product knowledge, negotiation, and active listening.

Managed growth strategy and B2B account optimization for a portfolio of more than 400 clients. Exceeded the annual SaaS retention revenue target with USD 602,553, achieving 103.05% of goal across cost-per-apply products, resume search, and Glassdoor branding.

Diagnosed technical issues, including new and existing integrations and job aggregation setups, which represented approximately 30% of day-to-day responsibilities. Collaborated with Product, Operations, Search Quality, and Aggregation teams across the United States, Singapore, Japan, and Ireland to troubleshoot issues and improve processes.

Achieved first place on the team for churn prevention, receiving recognition for a 105% prevention churn rate. Created data-driven presentations, reports, and monthly hiring-outcome campaign reviews; mentored dedicated Customer Success team members; trained new hires; and led one of Indeed Australia's first resume webinars.

Delivered world-class in-store B2C customer experiences using Apple service standards and supported customers across purchase options. Achieved a 100% Team Member Score and 93% Net Promoter Score through the Apple Interim Experience Program.

Coached Product Sales specialists and Genius Bar peers, maintained visual merchandising for product updates, and was recognized as one of three state-wide top performers selected for an interview and presentation by the Business team.

Supported Retail Customer Care during the 2021 iPhone launch, handling high-volume online pre-orders and ANZ financing transactions through Prism, Slack, iSell, and Toolbox. Collaborated with sales trainers and leaders in Singapore and Australia to improve the purchase journey.

Led and supported a B2C sales team to achieve strong performance against customer experience, reputation, sales, service, and revenue KPIs. Cultivated and trained new team members using the Jarvis CRM system.

Developed 30-, 60-, and 90-day SMART goals to support team collaboration and performance. Maintained individual results as a top achiever, reaching 128% performance and an 85% Team Member Score against a 75% benchmark between 2018 and 2020.

Diploma of Screen and Media.