Responsible for leading Account Management team strategy, structure, and processes to drive adoption, retention, and expansion for over 350 global customers and $160M in annual recurring revenue. Optimized customer lifecycle through enhanced customer segmentation, account mapping, and internal process definition achieving annual retention rate of over 96% in managed customer base. Provided team of 30+ proactive and hands-on leadership, fostering a high-achieving culture rooted in best practices… Show more Responsible for leading Account Management team strategy, structure, and processes to drive adoption, retention, and expansion for over 350 global customers and $160M in annual recurring revenue. Optimized customer lifecycle through enhanced customer segmentation, account mapping, and internal process definition achieving annual retention rate of over 96% in managed customer base. Provided team of 30+ proactive and hands-on leadership, fostering a high-achieving culture rooted in best practices focused on customer outcomes. Collaborated closely with cross-functional teams aimed at delivering superior customer experiences, driving revenue growth, and aligning account management efforts with the broader strategic objectives of the company. Show less

Led team of 25 focused on enhancing customer outcomes and increasing expansion opportunities for over 300 global customers/$90M ARR. Delivered a forward-thinking, data-driven approach to account segmentation, optimizing resource allocation and elevating the level of personalized customer engagement. Established strategic account management alliances with the Support, Marketing, and Sales teams, leading to increased revenue retention and expanded growth prospects. Achieved a 94% annual retention… Show more Led team of 25 focused on enhancing customer outcomes and increasing expansion opportunities for over 300 global customers/$90M ARR. Delivered a forward-thinking, data-driven approach to account segmentation, optimizing resource allocation and elevating the level of personalized customer engagement. Established strategic account management alliances with the Support, Marketing, and Sales teams, leading to increased revenue retention and expanded growth prospects. Achieved a 94% annual retention rate in managed customer base through advanced customer engagement initiatives, strategic relationship management, and risk mitigation strategies. Prioritized account strategy, market research and contract management essential for building and maintaining strong customer relationships. Show less

Created compelling retention and risk management strategies and programs to achieve annual retention rate of 94% among managed customer base. Developed, executed, and tracked a predictive risk tool to bolster revenue retention and expansion efforts. Conducted weekly value-added analyses of customer risk and presented executive-ready options, ensuring customer stability and future growth. Led cross-functional partners towards commitment on agreed account retention initiatives, from strategy… Show more Created compelling retention and risk management strategies and programs to achieve annual retention rate of 94% among managed customer base. Developed, executed, and tracked a predictive risk tool to bolster revenue retention and expansion efforts. Conducted weekly value-added analyses of customer risk and presented executive-ready options, ensuring customer stability and future growth. Led cross-functional partners towards commitment on agreed account retention initiatives, from strategy development to implementing and monitoring. Led a training initiative on CRM/Salesforce proficiency and best practices that empowered the account management team to work more efficiently, make data-driven decisions, enhance customer engagement, and facilitate seamless communication with other departments – ultimately benefiting both the account managers themselves and the organization by improving customer satisfaction, retention, and revenue growth. Show less

Led team of over 20 account managers, overseeing 300 midmarket and enterprise customers and $65M ARR. Created and executed strategic account plans vital for maintaining and growing customer relationships, maximizing value, and achieving mutual success. Promoted cross-functional alignment and data-driven decision-making to deliver a cohesive and delightful customer experience based on accurate insights, proactive problem-solving, and resource optimization.

Led team focused on elevating value and adoption across 200+ large enterprise and global accounts, generating $30 million in ARR. Achieved 10% increase in customer growth and 10 consecutive quarters exceeding renewal targets. Pioneered customer success and retention strategy resulting in 92% retention rate of enterprise segment customers.

Created and implemented Voice of the Customer strategy. Planned and managed customer networking events in support of organizational objectives. Achieved record attendance rate of 86% driving increased renewals and upgrades. Responsible for overall satisfaction of over 100 customers, managing client expectations effectively through strategic client development and planning.