Customer Success Manager
South Jordan, Utah, Us
FY Individual Results: - Managed 50 accounts, with $80k+ ACV, totaling $4.2M-5M ARR.- Net Revenue Retention Attainment: Exceeded Goal - Expansion attainment, with $2,511,250 / $2,017,012.- Promoted to Enterprise due to proven track record of consistently exceeding revenue targets, retaining and growing customer accounts, and effectively managing complex, strategic relationships. My strong collaboration with cross-functional teams, deep product knowledge, and ability to negotiate and close larger deals. Additionally, I demonstrated adaptability, a commitment to ongoing learning, and a dedication to delivering exceptional customer outcomes.- Successfully managed 50 accounts, effectively enabling customers in diverse stages of their journey by implementing a comprehensive segmentation strategy. Leveraging key data points such as Spend, Adoption/Allocation, and Risk factors, Skillfully segmenting these accounts into High, Medium, and Low touch tiers.Responsibilities:- Increased retention through product adoption and acceleration.- Mitigated churn by proactively evaluating the health of key accounts and taking the correct actions.- Drove growth and expansion by continuously evaluating additional product fit for key accounts.- Fostered relationships with new and existing customers, including coordinating integrations, managing account growth, assisting with new product adoption, and handling renewals.- Led select client meetings, including KUI's, QBR, EBR, and renewals.- Analyzed customer usage to form accurate forecasts and to have complete visibility into renewal and growth pipeline.- Identified, clearly communicated, and managed risk throughout the year through proactive touchpoints and by taking the lead in developing resolution strategies with Sales.- Helped discover, nurture, and translate customer feedback for product and internal process enhancements.
