• Worked as sole North America based Customer Success Manager• Improved overall churn risk by over 35% • Increased amount of new customers reaching first value milestones within first 60 days by 50%• Worked closely with Revenue Operations Team to develop new playbooks, initiatives and best tooling practices• Collaborated cross-functionally to align customer needs with product development and marketing efforts• Led new client onboardings - facilitated customized implementation projects in conjunction with Implementation Team• Led external customer team trainings and enablement for platform use, best practices, and customized workflow setups• Assisted Account Executives in technical scoping and demos for new clients, boosting conversion rates• Conducted regular client reviews and enablement sessions, increasing adoption, renewal rates, and expansion opportunities

• Scaled CS - Oversaw 300+ accounts, driving $1.7M ARR• Aided in playbook creation, enhancing team efficiency and scalability• Led remote cross-functional collaboration as sole U.S.-based Customer Success Manager• Proactively identified upsell opportunities and guided successful renewals through continued enablement• Orchestrated new account implementations, ensuring successful adoption and quick time to first value• Gathered and relayed customer feedback to align product roadmap• Assisted in comprehensive onboarding and training for new team members (CS, Sales and Support)

• Managed 200+ SMB hospitality accounts in NYC, Hudson Valley, and Long Island• Conducted client meetings, upsold services, and led full sales cycles exceeding team goals• Provided training on marketing, customer health/metrics, and market updates to Account Executive team• Worked cross-functionally with Marketing, Sales and Success teams for seamless onboarding and customer experience