Crystal M. Ford Email & Phone Number

Experienced Customer Success Leader | Driving Retention, Growth, and Client Success in SaaS and B2BWith nearly 15 years of experience in customer success and SaaS environments, I am passionate about helping businesses thrive by fostering strong client relationships and driving retention and revenue growth. I specialize in building scalable customer success strategies, cross-functional collaboration, and leading high-performing teams to exceed KPIs and drive long-term customer satisfaction.Customer Success Leadership • Led strategic customer success initiatives for SMB and enterprise clients, ensuring alignment with business goals and delivering proactive success plans to increase retention and upselling. • Exceeded upsell and renewal targets by creating customer engagement programs and conducting business reviews that drove a 20% increase in renewals. • Built high-performing teams and mentored customer success professionals, achieving a 98% retention rate for global enterprise clients.Program & Project Management • Spearheaded cross-functional projects to optimize customer experience and operational efficiency, including the “Customer Think Tank” initiative at HubSpot. • Designed and implemented renewal risk mitigation strategies that improved retention rates by 15%. • Led customer success playbooks and frameworks to streamline customer journeys and enhance satisfaction.Customer Advocacy & Marketing • Developed advocacy programs to strengthen customer engagement and build brand loyalty, working closely with DEI initiatives to align customer success with inclusive strategies. • Collaborated with marketing and product teams to deliver customer-centric solutions, improving customer lifetime value and loyalty.Revenue Growth & Strategic Account Management • Expert in identifying upsell opportunities and managing high-value accounts, achieving significant improvements in customer satisfaction scores and renewal rates. • Skilled at using data-driven insights to create actionable plans that drive customer success, including detailed business reviews that resulted in a 30% increase in renewals. • Focused on driving revenue growth while ensuring a seamless and engaging customer experience.

Listed skills include Sales, Customer Service, Management, Strategic Planning, and 42 others.

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  North Carolina Agricultural And Technical State University