Amanda De Palma
Bayonne,New Jersey
Summary
Results-driven senior customer success leader at a SaaS startup with a proven track record of managing a $70M ARR portfolio of Commercial and Enterprise accounts, achieving 97% customer retention and generating $2M+ in continuous annual revenue growth through upsell and cross-sell strategies. Secured $21M in TCV through strategic multi-year renewals by aligning solutions with customer objectives to drive long-term success. Expertise in team leadership, scalable process and individual development, and cross-functional collaboration contributing to a 72% NPS. 3x Presidents Club honoree recognized for exceeding KPIs and cultivating a customer-focused, high-performance culture. Skilled in aligning business and team strategies with client goals to deliver measurable outcomes and sustained success.
Overview
16
16
years of professional experience
5
5
Certifications
Work History
Senior Manager of Customer Success
Own Company
04.2024 - Current
- Led a team of 9 Customer Success Managers, designed and implemented weekly training and collaboration programs to improve confidence, product knowledge, and presentation skills, increasing team performance by 45% in 7 months.
- Oversaw a $70M annual revenue portfolio, driving growth through multi-year contracts totaling $21M in TCV. While maintaining a 72% NPS by prioritizing proactive engagement and measurable success planning outcomes.
- Achieved 97% customer retention by leading renewal strategies and ensuring consistent delivery of client value.
- Served as the primary escalation point, resolving complex issues through cross-functional collaboration.
- Designed dashboards and reports to monitor KPIs, improving team accountability and performance.
- Coached and mentored each CSM to create and execute Individual Success Plans, providing ongoing guidance and accountability to help them achieve their professional goals.
Manager of Customer Success
Own Company
05.2022 - 04.2024
- Led a team of 11 CSMs, providing targeted training, mentorship, and professional development opportunities that resulted in 3 team members being promoted to Senior CSM roles and 1 promotion to Team Lead within 1 year.
- Created reports to monitor sales performance, profitability, and team productivity, enabling data-driven decision-making and goal alignment.
- Directed pre-sale engagement, onboarding, and growth phases, driving retention and enhancing the client experience.
- Boosted employee engagement and productivity through team-building initiatives, reducing turnover and increasing ENPS by 60%.
- Streamlined workflows to address inefficiencies, improving team output and customer satisfaction.
Senior Client Success Manager
OwnBackup
04.2021 - 05.2022
- Managed a $8–$10M ARR portfolio, driving sustained growth through strategies that optimized account performance and customer retention.
- Developed and executed scalable customer success initiatives, from onboarding, training, QBRs, through renewal.
- Identified and executed upsell and cross-sell opportunities, generating $2.4M in ACV growth, 45% above the team average, exceeding my $1M goal within 1 year through account analysis and cross-functional collaboration.
- Mentored and coached junior team members, cultivating a high-performing team and preparing future leaders in Customer Success.
Client Success Manager
OwnBackup
04.2018 - 04.2021
- As the first Customer Success hire, established foundational onboarding, training, QBR, and renewal processes with best practices to enhance customer experience, and drive adoption and retention.
- Led onboardings, held regular check-ins, QBRs, and managed renewal process to ensure alignment with customer goals, increasing satisfaction and adoption for a portfolio of $7M ARR of over 200 SMB and Commercial accounts.
- Collaborated with product, engineering, and sales teams to align customer feedback with strategic initiatives
- Identified upsell and cross-sell opportunities, driving $1.4M annual revenue growth.
Business Development Manager
Lithia Auto Group
09.2015 - 04.2018
- Increased lead closing ratios by 60% in six months through strategic team training and process optimization.
- Directed the Business Development Center, managing a team of 8 and achieving a 62% closing ratio.
- Spearheaded initiatives to extend customer lifecycles, resulting in sustained revenue growth.
Business Development Manager
Bob Ciasulli Auto Group
01.2009 - 09.2015
- Boosted dealership sales by 78% through strategic lead generation and effective follow-up processes.
- Managed and trained an 8-person team, achieving departmental targets and improving overall performance.
- Maintained and nurtured long-term relationships with clients, improving customer retention rates and driving repeat business.
Education
Bachelor’s Degree - Family and Child Studies; Specializations in Family Services
Montclair State University
05.2013
Skills
- SaaS Startup and Unicorn Status
- Strategic Leadership & Team Development
- Churn Management & Mitigation
- Client Onboarding & Training
- Salesforce, Gainsight, Looker Proficiency
- Cross-functional Collaboration
- Upsell & Cross-sell Strategies
- Renewal & Contract Negotiations
- Data-Driven Decision-Making
- Continuous Team Training and Development
- New Hire Interviewing, Onboarding, Training and Mentoring
Accomplishments
- Led and developed a team of 11 Customer Success Managers with 0% turnover, fostering a high-performance culture.
- Designed and implemented onboarding, training, and mentorship programs, resulting in 110% KPI attainment across the team.
- Managed a portfolio of 1,200 enterprise and commercial accounts, driving $70M in ARR with a consistent 97% customer retention rate.
- Implemented and trained a team of 11 on various SaaS solutions (Gainsight, Looker, Salesforce)
- Earned 3-time Presidents Club honors for exceeding individual and team KPIs.
Certification
- Salesforce Administrator Certification – Salesforce.com, Inc.
- Salesforce Certified AI Associate
- Winning by Design - Mastership in Customer Success
- Managing for Impact
- Leadership Essentials & Development Certification
Timeline
Senior Manager of Customer Success
Own Company
04.2024 - Current
Manager of Customer Success
Own Company
05.2022 - 04.2024
Senior Client Success Manager
OwnBackup
04.2021 - 05.2022
Client Success Manager
OwnBackup
04.2018 - 04.2021
Business Development Manager
Lithia Auto Group
09.2015 - 04.2018
Business Development Manager
Bob Ciasulli Auto Group
01.2009 - 09.2015
- Salesforce Administrator Certification – Salesforce.com, Inc.
- Salesforce Certified AI Associate
- Winning by Design - Mastership in Customer Success
- Managing for Impact
- Leadership Essentials & Development Certification
Bachelor’s Degree - Family and Child Studies; Specializations in Family Services
Montclair State University
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