Colleen Mccarthy Email and Phone Number
Colleen Mccarthy work email
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Colleen Mccarthy personal email
Passionate Customer Success professional with a proven track record in transforming customer experiences through strategic operations and data-driven insights. I specialize in optimizing customer success processes, managing cross-functional teams, and implementing scalable strategies to drive retention and growth.With extensive experience in overseeing end-to-end customer success operations, I excel at leveraging metrics to enhance customer engagement, streamline workflows, and deliver impactful results. My approach focuses on aligning operational efficiency with strategic goals to ensure that customers achieve maximum value and satisfaction.Eager to collaborate with teams dedicated to translating customer insights into tangible, transformative actions that drive both customer satisfaction and organizational success.
Greenspark Software
View- Website:
- greensparksoftware.com
- Employees:
- 37
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Head Of Customer ExperienceGreenspark SoftwareBoston, Ma, Us
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Senior Customer Success ManagerFeefo Apr 2024 - PresentPetersfield, Hampshire, Gb- Lead and manage a book of business of 20 accounts, comprised of company's enterprise and strategic customers with an ARR of $4MM- Drove retention and growth efforts, achieving a 95% customer retention rate and increased ARR by 20% through targeted upsell strategies and proactive customer engagement, resulting in improved customer satisfaction and long-term loyalty- Reduced customer churn by transitioning 30% of month-to-month customers to 12-month contracts, resulting in increased retention and improved revenue stability. Collaborated with Sales and Legal teams to develop tailored contract solutions that aligned with customer needs- Collaborated with Marketing to increase the number of US-based case studies by 50%, leveraging customer success stories to showcase product value and drive customer advocacy -
MemberCustomer Success Collective Jan 2024 - PresentSan Francisco, UsThe Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. -
Senior Customer Success ManagerAppfollow Jan 2023 - Feb 2024Helsinki, Uusimaa, Fi- Oversaw a portfolio of 35 accounts, consisting of the company's enterprise and mid-market customers, with a total Annual Recurring Revenue (ARR) of $2.5 MM- Owned and surpassed a Net Revenue Retention (NRR) target of 100%, achieving 125% NRR in 2023 by identifying key optimization opportunities that drove customer adoption and implementing strategic recommendations. Worked cross-functionally with Sales, Marketing, and Product teams to fuel customer expansion and retention, directly contributing to company growth- Spearheaded redesign of the customer onboarding process, reducing time-to-value by 25% and cutting the number of support tickets opened by new customers by 30% within the first 30 days. Streamlined customer handoff from Sales to CS and provided proactive resources, enabling new customers to quickly achieve success and minimizing common onboarding challenges- Successfully built relationships with senior decision makers, resulting in a 30% increase in upsell opportunities and overall business expansion- ChurnZero 2023 Innovation Hero Award Winner -
Customer Success ManagerAppfollow Oct 2021 - Dec 2022Helsinki, Uusimaa, Fi- Managed a book of 50 enterprise, mid-market, and SMB accounts with an ARR of $2.5MM, exceeding the NRR target of 100% by achieving 115% in 2022. Drove customer retention and growth through strategic account management, proactive engagement initiatives, and tailored solutions- Developed and executed a comprehensive Customer Success strategy for Mid-Market and Digital segments, by leveraging automation and enhancing customer engagement touchpoints across the journey, resulting in 125% retention through proactive risk mitigation and expansion strategies- Led a team of Digital Customer Success Managers, responsible for driving customer adoption, retention, and expansion across key accounts. Guided the team in improving customer engagement strategies, resulting in a 20% increase in customer satisfaction (CSAT) and a 30% reduction in churn- Created and implemented scalable programs to deliver value across all customer segments, including targeted email campaigns, tailored training sessions and webinars, new strategic collateral, and hosting office hours, ensuring enhanced customer engagement and optimized resource allocation
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Customer Success ManagerHoughton Mifflin Harcourt Oct 2020 - Nov 2021Boston, Massachusetts, Us- Managed a book of business of 100 mid-market accounts with an ARR of $3 MM- Analyzed customer success metrics related to customer health, renewal rates, and expansion opportunities to identify new areas for customer experience improvements, these insights also drove a 25% improvement in customer health scores and a 15% reduction in churn, enhancing overall customer experience and retention- Designed scalable Customer Success content, including onboarding materials, training guides, and best practices, to enhance user engagement and ensure consistent support across a growing customer base, resulting in most viewed customer facing content on HMH Customer Padlet -
Customer Acquisition & Success OperationsHoughton Mifflin Harcourt Oct 2019 - Oct 2020Boston, Massachusetts, Us- Supported the operational goals and objectives of Customer Acquisition and Success team, leading to reduced time spent on manual processes by 25% through workflow automation and optimization, enabling teams to focus on high-value activities.- Collaborated with Customer Success and Renewal Managers to streamline workflows, resulting in a 20% reduction in manual processes and a 15% increase in renewal rates- Led the discovery, design, implementation, and optimization of the customer success platform, scaling operations for 24 CSMs and ACSMs and driving workflow efficiency and continuous improvement.
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Global Sales AdministratorHoughton Mifflin Harcourt Oct 2017 - Oct 2019Boston, Massachusetts, Us- Developed and maintained comprehensive sales reports, dashboards, and KPIs for executive leadership- Managed a team of Sales Coordinators, responsible for achieving key goals in sales support, process optimization, and customer relationship management. Optimized team workflows to reduce response times by 30%, ensuring efficient collaboration with sales executives.- Oversaw CRM systems to ensure data integrity across customer accounts, enabling accurate tracking of interactions, product usage, and lifecycle stages. Provided executive leadership with real-time customer health metrics, driving data-driven decisions for improved customer outcomes.- Streamlined operational processes to ensure alignment with broader company objectives, worked with cross-functional teams, including Sales, Professional Services, Marketing, Customer Success, and Renewal teams
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Grant & Fundraising Development - ConsultantSelf-Employed Jan 2014 - Jan 2020
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Executive AssistantBeacon Communities Llc Jan 2016 - Oct 2017Boston, Ma, UsExecutive Assistant to the President and Chief Administrative Officer of a nationally recognized, property management firm. -
Project AssistantTsoi/Kobus & Associates Nov 2013 - Jun 2015Boston, Ma, UsProvided administrative support within a nationally recognized architecture and design firmAssisted with the development and distribution of external communications, aligned with company standards and consistent in terms of aesthetic, quality, and tone -
Curriculum Development CoordinatorMicrosoft Aug 2008 - Aug 2010Redmond, Washington, UsConducted comprehensive reviews and refinements of technical documentation authored by software engineering teams, ensuring clarity and accuracy.Developed and meticulously edited educational materials for product training programs tailored to enterprise-level search software, serving esteemed corporate clients such as LexisNexis and Google.Facilitated and supported training seminars, enhancing participant engagement and knowledge retention.Managed student enrollment processes and purchase order transactions, ensuring seamless administrative operations.Evaluated and analyzed user experience (UX), providing detailed feedback to engineering teams on aspects including usability, tonal consistency, linguistic precision, grammatical accuracy, and the effectiveness of help text within user interfac
Colleen Mccarthy Skills
Colleen Mccarthy Education Details
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Boston UniversityFundraising Management -
University Of Massachusetts AmherstAnd Scientific Writing
Frequently Asked Questions about Colleen Mccarthy
What company does Colleen Mccarthy work for?
Colleen Mccarthy works for Greenspark Software
What is Colleen Mccarthy's role at the current company?
Colleen Mccarthy's current role is Head of Customer Experience.
What is Colleen Mccarthy's email address?
Colleen Mccarthy's email address is co****@****hco.com
What schools did Colleen Mccarthy attend?
Colleen Mccarthy attended Boston University, University Of Massachusetts Amherst.
What are some of Colleen Mccarthy's interests?
Colleen Mccarthy has interest in Outreach And Development, Civil Rights And Social Action, Economic Empowerment, Education, Grant Writing, Human Rights, Public Health, Health.
What skills is Colleen Mccarthy known for?
Colleen Mccarthy has skills like Project Management, Grant Writing, Fundraising, Technical Writing, Curriculum Development, Nonprofit Consulting, Microsoft Office, Sustainable Development, Technical Documentation, Content Development, Event Planning.
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