Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Candace Valencia Taylor

Charlotte,NC

Summary

Strategic and client-focused Customer Success Leader with 9+ years of experience driving adoption, retention, and growth for enterprise SaaS platforms in cybersecurity, healthcare compliance, and design industries. Proven track record managing a combined SaaS portfolio of $5M+ARR, leading cross-functional teams, and building scalable processes that reduce churn and increase expansion revenue. Skilled in onboarding, QBRs, customer health scoring, and compliance support. Adept at turning feedback into roadmap priorities and stepping into leadership gaps, including interim product ownership. Known for delivering high-impact client outcomes, exceeding renewal goals, and serving as a trusted advisor to C-suite executives.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Success Consultant

Customer Success Consultant
Charlotte, NC
01.2023 - Current
  • Designed customer onboarding playbooks that improved adoption rates by up to 25%.
  • Created client health tracking templates, enabling early risk detection and intervention.
  • Delivered training sessions for client teams on maximizing SaaS platform features.

Manager of Client Success

Amodernary Furniture Designs
Charlotte, NC
09.2024 - 05.2025
  • Led cross-functional teams in design, sales, and logistics to deliver high-touch client experiences.
  • Reduced order errors by 30% and improved delivery timelines through process redesign.
  • Increased repeat business and referrals by implementing post-delivery engagement strategies.
  • Resolved escalations within 24 hours, maintaining a 95%+ satisfaction rate.
  • Trained staff in consultative sales and service excellence, boosting conversion rates.

Senior Customer Success Manager (Remote)

Secureworks
US
03.2022 - 08.2023
  • Managed a portfolio of enterprise cybersecurity clients, achieving 98% renewal rate.
  • Led onboarding and adoption strategies that reduced time-to-value by 20%.
  • Conducted QBRs with executive stakeholders, aligning product capabilities with security goals.
  • Partnered with product teams to influence roadmap priorities based on client feedback.

Senior Customer Success Manager (Remote)

CE Broker / EverCheck
US
02.2014 - 03.2023
  • Oversaw compliance readiness for healthcare organizations using EverCheck's SaaS platform.
  • Delivered onsite and virtual trainings, improving adoption rates by 30%.
  • Created SOPs and onboarding guides that scaled client support and reduced tickets by 20%.
  • Exceeded renewal and upsell targets annually through consultative relationship building.
  • Acted as interim Product Manager, managing roadmap execution and feature releases.

Education

B.A. - MARKETING & DESIGN

American Intercontinental University

Skills

  • Customer Health Scoring
  • Onboarding Strategy
  • Renewal Management
  • Expansion Management
  • QBRs
  • Process Optimization
  • SaaS Adoption
  • Salesforce
  • HubSpot
  • Jira
  • Trello
  • Zendesk
  • Zoom
  • Microsoft Teams
  • Slack
  • Communication
  • Negotiation
  • Customer Success Consultant

Certification

  • Certified Customer Success Manager - Level 5
  • Fundamentals of Six Sigma (6σ) - Six Sigma White Belt
  • B2B Customer Success Management

References

References available upon request

Timeline

Manager of Client Success

Amodernary Furniture Designs
09.2024 - 05.2025

Customer Success Consultant

Customer Success Consultant
01.2023 - Current

Senior Customer Success Manager (Remote)

Secureworks
03.2022 - 08.2023

Senior Customer Success Manager (Remote)

CE Broker / EverCheck
02.2014 - 03.2023

B.A. - MARKETING & DESIGN

American Intercontinental University

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