Manager, Customer Success
Current- Established strong relationships with key customers, resulting in increased client retention to 97%.
- Collaborated with sales and product teams to address customer success objectives which in turn has decreased SLA by 60 days.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Utilized customer feedback to inform changes and improvements to customer success plans which allowed us to push from 10,000 outstanding tickets to less than 600 currently.
- Monitored metrics and developed actionable insights to improve efficiency and performance.