Managed 50+ logos and $1M+ ARR working closely with midmarket and commercial customers to ensure high retention, satisfaction, and loyalty at all stages of the customer lifecycle, as well as exceed key customer success metrics.Advocated on behalf of customers by capturing product feedback for product management and future roadmap consideration, as well as worked cross-functionally with development teams for feature request implementation.Provided weekly forecast updates to management while delivering customer-focused quarterly business reviews with the goal of measuring performance against pre-established success metrics.Surpassed customer renewal rate with 91% logo retention in FY2022.Led upsell lead generation and converted revenue on CSM team for FY2022 Q3 and Q4.Achieved an average CSAT score of 10 — among highest CSAT score holders for FY2022 Q3 and Q4.Awarded CS Employee Spotlight FY2021 Q4.Reduced new hire onboarding time by 50% by training and mentoring new team members.

Led and grew a team of 15 individual contributors in a triple-digit growth health technology startup, while driving the bottom line and hitting quarterly OKRs that aligned with the company’s long term goals. Achieved 102% against upsell target of $1M (Q4 FY19) by implementing paired upselling process and training bootcamp.Accomplished 200% against NPS goal (Q4 FY19 score: 36) by streamlining critical touch points and Voice of Customer program.Improved team productivity model by 35% by expanding automation and one-to-many approach, as well as implementing focused prioritization tactics.Trained and developed competitive staff resulting in 275% headcount growth and team lead or manager level promotions for over 30% of my team.Increased new hire CSAT by 30% by developing and spearheading new hire onboarding, training, and mentorship program. Evaluated employees’ performance bi-annually and planned team building events within team and cross-functionally to improve overall productivity.Conducted bi-annual focus groups and retroactives amongst CSM team to identify pain points and establish strategic priorities.Awarded ‘Top Manager’ for Customer Success organization in FY2019.

Legacy member of Customer Success Manager team at SaaS organization that advised SMB customers in growing their healthcare practices and digital footprint by driving strategic value, product adoption, and customer renewals.Developed CSM role in partnership with management – establishing procedures, creating CSM playbook, defining customer lifecycle, and formalizing team OKRs.Achieved 98.5% in customer renewal rate to align with company-wide OKR.Attained 151% against upsell target while managing a $1.5M ARR customer portfolio (Q2 FY17).Established world-class customer sentiment with NPS score of 50 and CSAT 4.9/5 by delivering high caliber of customer service.Built and conducted live product training webinars and self-service video training collateral to support customers and drive product adoption.Promoted from CSM to Senior CSM within 9 months for exceptional performance.

Pitched and secured broadcast, print, and digital coverage in support of beauty and lifestyle brands, while developing and maintaining strong relationships with media and stakeholders.Captured 75+ media placements in print, broadcast, and digital outlets for clients within 18 months.Co-chaired coordination of Teen Vogue’s Young Hollywood and Back-to-School events, which both included 200+ celebrity and influencer guests, as well as product launches, press previews, and store openings such as Face Haus Grand Opening, Venus Legacy™ Event for Lancer Dermatology, and Kerstin Florian Beauty Launch. Secured new business through media coverage from broadcast, print, and digital outlets including Harper’s Bazaar, Refinery29, Violet Grey, Byrdie, in support of luxury beauty and lifestyle brands.

Directed VIP hospitality program and provided superior guest service experience for VIP clientele, while managing client budgets of up to $10,000. Planned and executed marketing programs and events through social media and personal outreach to VIP database, as well as arranged event logistics for handling artists’ performances.- VIP service team brought in an average of 40% of the establishment's daily revenue.

Responsible for all AP/AR financial transactions, bi-monthly bill pay, and employee payroll.Manage tax valuation appeals and small claims for 80+ properties.Answer and route client inquiries, manage mail, maintain detailed office filing system. Responsible for daily bank deposits.

Coordinated and promoted all internal and external social/philanthropic events with ASU organizations.Worked with and booked venues including transportation, security, and entertainment vendors.Managed multiple budgets in aggregate of $45,000 for all events.

Maintained working knowledge of products in a sales position at a high-growth flagship store.Educated guests on performance of products and promoted community and store-wide events.Carried out merchandising, inventory control, and stocking duties.

Assisted in coordinating client weddings on budgets ranging from $5,000 - $30,000.Managed numerous vendors in the catering, event space, services, and entertainment industries.