As an experienced, dedicated, and results-driven manager of customer success, I have proudly led SMB, Mid-Market, and Enterprise customer success teams for over five years. With nine years of sales experience and strong relationship-building skills, I've consistently driven substantial revenue growth across diverse industries. My track record demonstrates my ability to effectively lead teams, spearhead strategic initiatives, and ensure exceptional customer experiences in the realm of SaaS. I'm recognized for my role in enhancing customer satisfaction, retention, product adoption, and revenue growth, leveraging my expertise in team leadership, strategic planning, process optimization, and nurturing strong client relationships to meet our business objectives in the SaaS sector.Accomplishments: • Maintained 143% net revenue retention (NRR) compared to the department average of 120%. • Led and developed a team of 9 customer success managers, managing 394+ SMB and Mid-Market accounts representing $54MM in ARR from onboarding through renewal. • Guided team to successfully closing $3.4MM in upsell opportunities, exceeding quarterly targets by an average of 205%. • Developed a process and playbook to spark customer activation and drive adoption, resulting in a 30% boost in product usage among customers. • Revamped the customer success and support process for the department, resulting in an 11% boost in Customer Satisfaction (CSAT) scores to 93%. • Earned an industry ranked NPS score of 72.• Exceeded monthly sales targets by 134% or more consistently.• Achieved over $540,000 in gross profit generation.Skills and Specialties: Team Leadership and Development | Cross-Functional Collaboration | Process Optimization | Relationship Management | Data Analysis | Business Strategy