Customer Success Manager | Account Manager

Managed onboarding, activation, and renewals for mid-range and luxury hospitality accounts at a startup-stage hospitality technology company. Supported a portfolio valued at approximately $10K-$50K, handled over 50 daily customer interactions, delivered 10-25 demos with sales, onboarded at least five new accounts monthly, and supported five monthly go-lives while maintaining a 100% renewal rate.

Built and documented a customer success playbook, including a manual health scorecard that was later migrated into HubSpot-based health scoring. Redesigned onboarding into a six-stage dependency-linked implementation board, reducing implementation time from 24 to 10 days. Improved time-to-value by 35%, feature adoption by 28%, and retention by 22%, while maintaining 95%+ first-contact resolution and 98% SLA compliance. Also drove subscription expansion by converting a one-year customer subscription into a two-year agreement.

Managed a portfolio of 60 pharmaceutical manufacturing and distribution accounts valued at approximately $100K-$300K. Segmented accounts by tier and value, conducted quarterly QBRs for strategic customers, and partnered with production and operations leaders on account planning and Executive Business Reviews for department-head stakeholders.

Joined as the first Customer Success hire in a newly created role and established account management, escalation management, and account planning processes from scratch. Achieved a 100% renewal rate through proactive renewal engagement and regular customer check-ins. Increased active accounts from 12 to 30 and added eight net-new accounts within one year through dormant account reactivation, while identifying upsell opportunities for customers to run multiple production cycles simultaneously.