Open To Work
Allison Anfinson
Lake Stevens,WA
Summary
Customer success manager with extensive experience managing a $23M+ portfolio. Proven expertise in churn reduction and stakeholder engagement, achieving 95% client retention and driving substantial revenue growth. Proficient in conducting quarterly business reviews and managing contracts, delivering customized solutions that enhance client satisfaction and build long-term partnerships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Salute
05.2023 - Current
- Manage hyperscaler accounts; own $23M+ revenue portfolio, driving retention and expansion.
- Developed KPI/SLA tracking and customer health scoring to proactively identify churn risks and growth opportunities.
- Deliver metric-driven QBRs aligning customers to roadmap and ROI.
- Executed renewals, negotiated MSAs, and authored SOWs to streamline contracting and enhance delivery.
- Accelerated onboarding process to minimize time-to-first-win and improve activation.
Customer Success Manager
Expert Institute
04.2022 - 03.2023
- Achieved 100% retention within the first 3 months; increased Annual Contract Value by 125%.
- Led onboarding and product adoption for new clients, achieving 40% average increase in net value on conversions.
- Conducted QBRs to showcase ROI, securing multi-year renewals and ~90% retention.
- Identified upsell opportunities through client research and stakeholder interviews, enhancing client engagement.
Customer Success Manager
HeadLight
07.2019 - 04.2022
- Led upsell initiatives, developed Joint Success Plans and QBRs, and captured customer stories for marketing.
- Converted all pilot programs to long-term contracts, ensuring 100% renewal rate.
- Collaborated with clients to understand needs and provide tailored solutions.
- Facilitated product training sessions for clients to enhance user experience.
- Managed customer inquiries and resolved issues promptly and effectively.
Regional Manager
Passport Unlimited
08.2014 - 07.2019
- Achieved #1 ranking for partner additions by signing and renewing 450+ revenue-generating agreements.
- Generated $800K+ in new program content sales while streamlining cross-functional retention processes.
- Facilitated digital membership launch training for 100+ clients, successfully onboarding enterprise partners (Google, BECU, T-Mobile, Microsoft).
Education
B.A. - Kinesiology & Exercise Science
Fort Lewis College
Durango, COSkills
- Customer Success
- Account Management
- Onboarding
- Renewals management
- Customer health metrics
- Churn reduction
- QBRs
- Stakeholder engagement
- Contract management
- Cross-functional collaboration
- SaaS
- CRM software
Certification
- Gainsight Customer Success Leader Certified Professional
Timeline
Customer Success Manager
Salute
05.2023 - Current
Customer Success Manager
Expert Institute
04.2022 - 03.2023
Customer Success Manager
HeadLight
07.2019 - 04.2022
Regional Manager
Passport Unlimited
08.2014 - 07.2019
B.A. - Kinesiology & Exercise Science
Fort Lewis College