Senior Customer Success ManagerEnergy Exemplar, LLC, Roseville, CA | October 2013 – PresentDynamic Customer Success Leader with 10+ years of experience optimizing customer-facing programs in the energy sector and startups. Skilled in aligning customer experience strategies with business goals, leading cross-functional teams, and driving revenue growth through innovative engagement and operational excellence.Key Achievements:Strategic Leadership: Spearheaded the creation and implementation of Energy Exemplar’s first Customer Experience (CX) framework, boosting customer satisfaction by 20%.Startup Expertise: Launched and scaled a customer engagement platform, increasing adoption rates by 25% within the first year.Program Development: Directed CX programs that improved project delivery times by 25%, aligning with strategic goals.Cross-Functional Collaboration: Integrated CX initiatives with IT, marketing, and community teams, enhancing cross-departmental synergies.Operational Excellence: Drove process improvements that cut operational costs by 15% while enhancing the customer experience.Leadership & Development: Built and led a high-performing team, raising employee engagement scores by 18%.Customer Feedback Integration: Developed mechanisms that increased customer retention by 25% through strategic insights and actionable improvements.Startup Leadership: Led customer success strategies for a SaaS startup, contributing to a successful Series A funding round.Customer Engagement: Enhanced onboarding processes, leading to a 30% increase in customer lifetime value.Growth & Retention: Achieved a 98% renewal rate by cultivating strong relationships with key stakeholders.