- Led founding customer success team at a software startup, managing 450+ higher ed accounts.- Instituted a cross-sell and upsell program.- Strengthened public image of company among key customer base by planning and facilitating live industry roundtables with thought leaders and customers, presenting at conferences, and delivering client-specific workshops for strategic accounts.- Developed process to gather customer feedback using Net Promoter Score and channel feedback to the development team to prioritize product and feature releases likely to have the most impact on revenue retention and client satisfaction.- Designed a system of tasks, triggers, and workflows to optimize interactions in the account management lifecycle. Built reports to demonstrate account engagement, retention risk, expansion opportunities, and team productivity.

- Hired, coached, and developed client success managers to run their own book of accounts and exceed key corporate metrics on retention and upselling.- Built a comprehensive account management process that kept revenue churn below 6% annually on average.- Regularly conducted on-site visits and account strategy sessions with senior executives in higher ed.- Defined a customer lifecycle model to proactively monitor the health of all accounts. - Created a playbook of call scripts, presentation decks, benchmark reports, and email templates for client success teams to use when engaging with customers.