Built Continu's Partnership Program, including creating and developing the Partnership Program strategy. Responsible for cultivating and maintaining relationships with a company’s strategic partners. This role involves generating revenue from new partnerships and growing existing partnerships.In addition to partnerships, I manage a portfolio of key accounts at Continu, focusing on customer success and long-term engagement. My account management responsibilities include managing the full customer lifecycle—onboarding, enablement, success, contract renewals, and beyond. I work to understand customer needs, ensure the successful adoption of our platform, and drive client satisfaction and retention through strategic collaboration.

Performed as full-stack CSM managing the end-to-end customer journey from onboarding to engagement and expansion for retail crime intelligence and loss prevention SaaS platform. Serviced 5-8 enterprise accounts, each generating $.25 - $1 million annually. Collaborated with Sales and Partnerships teams on contract renewals and product upsells. Advised on and addressed accounts’ business goals, needs, and pain points, working across all levels including C- suite. Led pilot programs, boosted customer engagement, and tailored plans for enterprise clients.- Maintained 0% customer churn on book of business for contracts up to $1 million annually.- Took over a large, at-risk account, re-built the relationship, and the contract renewed at 2.5x original value.- Signed and implemented the company's first-ever multi-national customer.

Headed SMB customer service and strategic relationship management teams. Partnered with Sales, Marketing, and Product teams to devise and execute SMB growth strategies. Designed and presented business performance reviews to customers and stakeholders. Responsible for over 7,000 customers ($25+ million annually) across 3 software products. - Surpassed 2022/23 KPI targets: CSAT (105%), NPS (150%), and Days- to-Close (160%).- Optimized Salesforce workflows, streamlining case management to improve proactive customer engagements.- Re-designed customer success systems, processes and playbooks to ensure the highest level of customer experience.- Attained company record year for reducing customer churn to 1.5 – 2%.

Nurtured key customer relationships, addressing conflicts and escalations. Oversaw projects, resolved critical service issues, and implemented improvements based on quality survey feedback. Provided mentorship and training to Strategic Relationship Managers and conducted performance reviews aligned with KPIs. Identified and executed upsell opportunities in collaboration with Sales and Product teams. Promoted key initiatives for product adoption and retention. Teamed with internal partners for delivery of services and strategic planning.* Achieved a partner churn rate <1%.* Grew sales volume 10% to $8 million annually.* Implemented improvements based on quality survey feedback: created onboarding program for strategic accounts and scaled ongoing engagement program resulting in reducing churn by 37% in 12 months.

As full-stack CSM cultivated relationships with influential brands for mutually beneficial partnerships in the SMB health and fitness industry. Created and delivered exceptional customer experiences from onboarding to ongoing use, sales enablement, and expansion. Collaborated to enhance brand and market presence, aligning customer needs with initiatives. Analyzed and reported on partner program performance to C-suite and implemented partner enablement strategies for growth.- Instituted a systematic, process-driven approach to partner outreach and relationship management, ensuring success across partnerships.- Grew software revenue by 13% to $2.5 million in ARR. Renewed partnerships of several key accounts increasing some contract values 3x. - Maintained <1% partner churn. Lead initiatives with the Marketing team to create a program promoting partners through Daxko’s gym and business networks, growing business and revenue for partners.

Drove customer adoption and renewal of fitness business management and billing software (Zen Planner). Collaborated with Sales, Marketing, and Product teams to support new partners to ensure a seamless customer experience. Led strategic planning, account management, and success for key accounts, offering collaborative and consultative support. Retained at-risk customers, conducted account reviews, and facilitated renewals.- Expanded Partnerships revenue 20+% over 18 months while maintaining a 0% churn rate.- Attained 15% growth in payments volume over 5 months.

Led strategic planning, account management, and drove success for strategic client accounts, offering collaborative and consultative support.- Maintained a 0% churn rate and achieved over 15% growth in revenue across my book of business.- Proactively engaged with at-risk customers, conducted account reviews, and facilitated renewals.

Managed post-sales customer experience, focusing on product adoption, satisfaction, retention, and enhancement. Served as the customer advocate to advance product and process improvements.

Led business strategies and operations achieving six-figure ARR for both companies. Executed planning, operations, merchandising, and marketing. Oversaw customer relations, brand positioning, revenue growth, financial management, and business development. Established a culture of communication, collaboration, and accountability.