Melissa Erickson Email & Phone Number

San Francisco, Ca, Us

Hired and built a team of 165 across 24 leaders (2nd and 1st line managers) and 141 ICs. Coached and promoted multiple leaders internally and achieved one of the lowest attrition rate in customer success with the longest length of tenure and experience level. Drove vision and strategy for protecting and growing over $1B in recurring customer revenue across North America Enterprise business, forecasting and identifying opportunities for gross retention and churn. Responsible for driving the end-to-end strategy and execution of the post sales engagement motions for our customers, from onboarding to adoption to renewal.Tapped by Chief Customer Officer to support the creation of a newly unified organization merging customer success & renewal management teams. Set vision, strategy, and direction and launched in Q1 2024. Led a cross-functional team through change management, from Customer Service Operations, HR, Talent Acquisition, Communications, Project Management, Sales Enablement, Solutions Consultants, Sales, and FP&A, regularly reporting up to C-suite and senior leadership.

San Francisco, Ca, Us

Promoted to create the Renewal Management function and lead for all of North America.Created the GTM vision, mission, strategy, KPIs and goals, structural programs, and full enablement playbooks, and aligned with senior executives and cross-functional partners. Led renewal motions for SMB to Enterprise across multiple verticals and unified North America on one centralized playbook. Recruited and coached teams up to 160 people. Team successfully attained annual targets for both churn and gross retention, closing 99% of visible book of business, and over $1B in revenue.

San Francisco, Ca, Us

Hired and grew the team to 4 Managers and 45 Account Managers across Financial Services, Healthcare Life Sciences, Real Estate, Education, Legal and Not for Profit Segments.Partnered with 10,000+ customers to ensure their satisfaction with DocuSign through regular touch points, quarterly business reviews, and site visits.Achieved annual targets every year for Upsell and Gross Retention.

San Francisco, Ca, Us

Managed and coached 31 Account Managers and 2 Managers in Financial Services, Real Estate, Healthcare Life Sciences, and Education Verticals. Achieved President’s Club all three years. Oversaw a portfolio of over 7,000 customer accounts and $100M in Annual Contract Value.Partnered cross-functionally with Sales, Operations, IT, Professional Services, Product, Engineering, Customer Service, Marketing, Business Development, etc.

San Francisco, Ca, Us

Achieved President’s Club two years in a row. Managed a book of business between 250-500 Financial Services and Insurance Accounts with a total annual contract value of ~$6M in expected revenue.

Seattle, Wa, Us

Promoted to manage a team of 2 and lead marketing, brand awareness, and corporate communications. Managed and allocated the Sales, Client Services, and Marketing departments’ budget. Created and executed quarterly plan to increase B2B agent leads through multiple SEM channels as well as partner & affiliate relationships, while monitoring and achieving set CPA targets.

Seattle, Wa, Us

Built and launched a new regional program across sales. Developed all marketing and email campaigns from copy, execution, to contacting top managers, directors and consultants, while meeting a growing sales requirement. Led company onsite presentations, webinars, vendor trade shows and events to both agents and regional managers. Built relationships with top managers, directors, consultants and partners and negotiated vendor partnerships.

Seattle, Wa, Us

Promoted to manage, train, and coach 3 employees. Analyzed monthly sales and revenue numbers and assigned bonuses accordingly. Drove sales across 25 states, strategized and implemented daily marketing campaigns, emailing and cold calling. Launched and served as administrator for Salesforce.com integration. Headed our data cleaning initiative

Seattle, Wa, Us

Hired as employee #17. Sold over 1000 new agent accounts as a top sales and revenue producer, surpassing quota every month, averaging 80 sales per month. Developed new contacts through extensive outbound calling and detailed pipeline management, developing and executing email marketing campaigns and strategies.

Women’S Executive Leadership Program

Ba In Business Administration, Management, Psychology