Jingyu Wang, Pmp, Csm Email & Phone Number

Chapel Hill, NC, US

San Francisco, California, US

• Led CS teams in Customer Success, Customer Support, Onboarding, Enablement, Implementation, and Service Delivery.
• Defined GTM strategy for new service offerings and Germany expansion.
• Transformed the CSM team from $22M ARR to $65M ARR with 110% net retention.
• Managed the global support team to support 2 products, 2 service offerings, with 24x7, multi-channel coverage with 97% CSAT, 55 NPS.
• Built offshore/Philippine call center operations with tiered structure and grew the team by 400%.
• Managed 7 outsource service partners with 400+ service designers to achieve 95% SLA.

San Francisco, CA, US

• Led NA and LATAM CSMs with $20M ARR, 99% net retention.
• Achieved record net retention in the company's history.
• Set team KPIs and improved internal processes to achieve department goals.
• Built strategic partnership with cross-functional teams to drive adoption and upsell/cross-sell.

Fort Lauderdale, FL, US

• Led North America Enterprise CSMs with $40M ARR, 110% net retention.
• Developed and executed Cloud Success strategy for large enterprise customers.
• Partnered with the Global Cloud Success team including EMEA, LAC, and APJ.
• Defined and executed key accounts strategy to drive adoption and expansion (25 licenses to 9100 licenses).
• Designed and implemented Gainsight platform to track CSM performance and manage client health.

Morrisville, NC, US

• Managed 11 CSMs (HHS, IDD, Payer, Post-Acute Care) with $22M ARR, 110% net retention.
• Built a new service offering for Enterprise clients and generated additional $1M ARR.
• Designed and implemented Salesforce Solutions and Gainsight.
• Defined CSM metrics to align with department strategy: Renewal 86%, NPS > 50, CSAT > 95%.
• Managed two teams through acquisition and integration.
• Led China operations: Implementation, Support, QA, and localization effort.

Austin, Texas, US

• Designed and implemented processes to streamline workflow and improve operating efficiency..
• Managed global team (NA, EMEA, APAC) with defined KPI.
• Executed sales enablement strategy to promote CSM services and generated $9M ARR.
• Direct impact on key customer renewal with $11M ARR.
• Designed and implemented processes to streamline workflow and improve operating efficiency.

Austin, Texas, US

• Led cross-functional team (Sales, PS, QA, Dev, Hosting, Upgrade) to manage customer escalations.
• Worked directly with the leadership team on issue escalations and technical solutions.
• Established and maintained relationships with strategic accounts.
• Provided technical guidance to internal and external stakeholders.
• Managed issues from submission to resolution.
• Designed and implemented Incident Alert System and Incident Management System to proactively and efficiently monitor client issues in real time.

Austin, Texas, US

• Supported customers in the US and APAC.
• Provided advanced support in XML API, PTA/Single Sign-on, and External Events.
• Designed homepages for both Simplified and Traditional Chinese with 500+ knowledge base articles.

Beijing, CN

• Maintained relationship with Chinese central government agencies.
• Developed 30 major news partners in one year.
• Coordinated with Marketing, Sales, and Development to launch new projects and online advertisements.
• Led the Sina-US WTO Talk Broadcast Project in Beijing.

Master, Industrial & Management Engineering

Bachelor, Precision Instruments

Education record