Sonia Highet Email & Phone Number

Mountlake Terrace, WA, US

London Area, United Kingdom

• Led and developed a team of eight Account Managers at an international digital payout company, focusing on client retention and growth.
• Trained newly formed team on proactive client management, conducting QBRs, analyzing data trends, and identifying churn and growth signals.
• Increased year-over-year client spend by 64%, reaching $754M+.
• Set and monitored the team’s quarterly objectives, advancing key performance indicators to achieve targets.
• Managed key enterprise accounts, driving year-over-year growth of 43%.
• Conducted weekly 1:1s and team meetings to ensure alignment on objectives and support professional development.

Seattle, Washington, United States

• Spearheaded operations for a team of 18, including 11 CSMs, 6 onboarding agents, and 1 manager.
• Set OKRs for the Customer Success department, driving performance and accountability.
• Increased year-over-year client spend by 44%, reaching $712M.
• Improved internal efficiencies by standardizing client touchpoints and intervention strategies.
• Established new escalation communication channels to streamline client issue resolution.
• Overhauled CSM team roles and responsibilities, optimizing skillsets and improving scalability to match a growing client base.

Seattle, Washington, United States

• Directed a team of 9 client success managers, driving a 31% year-over-year increase in client spend to $496M.
• Innovated a new Client Success Support tier, focusing on self-serve and SMB clients, growing the team from one to four members in 19 months.
• Managed a personal book of five strategic accounts totaling $16M in annual revenue, while overseeing the team's broader client base.
• Implemented internal processes to streamline ticket issue resolution and improve escalation management.
• Provided ongoing training to ensure cohesive team operations and high-quality client experiences.

Seattle, Washington, United States

• Managed a portfolio of 30 enterprise clients, handling product communications, training, support, and acting as the “voice of the customer” within the company.
• Trained new team members, standardizing operating procedures and best practices for product adoption and system usage.
• Generated $27M in annual revenue through proactive client management.
• Served as the first point of contact for escalations, overseeing Level 1 and Level 2 CSMs.
• Conducted customer training sessions on software utilization, including API implementation guidance.

Seattle, Washington, United States

• Established the Customer Success Management department as the first hire, defining and developing the role to align with the company’s growth.
• Onboarded and managed 85 accounts, generating $45M in annual revenue, including major accounts such as Microsoft, Gartner, HelloWorld, Extole, and AutoHook.
• Developed process documentation for client onboarding and created migration plans for transitioning clients to the v2 platform.

Sydney, Australia

• Managed client accounts and sold CRM platforms in the U.S. for an international digital communications provider.
• Served as the primary contact for corporate accounts, including Radio One, AOL Latino, and Dawson McAllister Live, planning and executing client goals while monitoring mobile campaigns.
• Guided clients in understanding digital solutions aligned with revenue and branding objectives.
• Identified product developments and enhancements to better serve customer needs.
• Played a key role in reconfiguring the CRM platform’s reporting output and presentation.
• Supervised and managed dedicated customer support staff, ensuring high-quality service delivery.

Irvine, California

• Consulted with clients to generate additional revenue using MediaSpan products and tools.
• Worked with Product Management team to develop products that were forward-thinking, scalable, and revenue generating.
• Developed marketing pieces for product releases.
• Presented MediaSpan products to corporate-level executives.
• Project Manager for launching a national broadcasting company's group of nearly 190 radio station websites.

Irvine, California

• Managed team of five Account Managers for the online marketing solutions company.
• Supervised and evaluated work activities for all Account Managers.
• Planned departmental team and individual goals.
• Managed radio group account of 79 websites.
• Traveled to customer sites around the U.S. to train sales teams and webmasters.

Ba, Communications

Activities and Societies: College radio station (KLC) 4 years; International Study Program in Hungary/Yugoslavia/Poland; and intramural.

Effective Communications & Human Relations

Received Highest Award for Achievement