I am a customer success executive who builds strong global CSM teams that consistently exceed measured KPI's, maximize and expand recurring revenue streams, and deliver next-level value to customers by providing the right technology tools, resources, and coaching to meet our customers’ business needs.My expertise include:• Assessing and mitigating risks in customer acquisition, onboarding, and customer services.• Identifying low-revenue customers with high-growth potential and building a portfolio of long-term customers who provide lifetime value to the company.• Conducting voice-of-the-customer surveys to determine the intrinsic value of software solutions to the customer’s success by analyzing the customer’s workflow and software usage, API integration, levels of data integration, and other factors.• Playing to the strengths of CSM team and varying CSM workloads by segment, revenue, and account-based criteria, providing the right CSM tools for each customer and the appropriate number of touchpoints and positive interactions to ensure an outstanding customer experience.• Developing an overall model of customer success costs to predetermine the amount of retained revenue based on the total lifetime value of customers as well as day-to-day operating costs of the department.• Managed process and results of customer health scores, renewal rates, net promoter surveys, and other data to determine ROI for the customer success team and sharing strategies and action plans to reduce churn, increase renewals, and expand upsells.• Collaborating with product teams, sales teams, IT services and support teams, and executive leadership teams and providing feedback and insights to improve the company’s products and services.• Developing relationships and cultivating partnerships across all business sectors to drive record growth and measurable productivity gains.
