Amy Ragan
Dallas,TX
Summary
Dynamic Customer Success leader with a proven track record at Order My Gear, driving a 64% increase in client engagement. Expert in data storytelling and executive stakeholder management, I excel in renewals and expansions, leveraging CRM tools like Salesforce to achieve significant revenue growth and foster collaborative team cultures.
Overview
11
11
years of professional experience
Work History
Manager, Client Success
Order My Gear
Dallas, TX
01.2025 - Current
- Managing a team of 11 CSMs to consistently deliver churn rates under 5% quarterly and boosting NPS by 11% YoY via data-driven strategies.
- Developed a $1M+ ARR Enterprise motion in collaboration with Sales and RevOps, including implementation process, partnership expansion playbooks, and learning paths for CSMs to become strategic advisors
- Implemented new client success motions with data-driven playbooks with the use of Looker (data analysis), Gong, and Salesforce
- Contributed to a lift in client engagement by 64% and an average of 10% growth in revenue for targeted accounts
- Created processes with support, services, and product teams to enhance collaboration, building customer advocacy and satisfaction.
- Report directly to CRO, quarterly reporting insights to C-suite to shape GTM and enterprise partnership strategy
Senior Enterprise Customer Success Manager
OpenGov
Plano, TX
01.2024 - 12.2024
- Engaged with Senior Leadership to develop Enterprise customer success skills and knowledge
- Sought mentorship from Senior Leadership on effective strategies for working cross-functionally with Professional Services, Product Marketing and Technical Success Managers
- Managed $7M ARR portfolio; secured $1.5M renewals and $1.2M upsell pipeline in 6 weeks by establishing trusted advisor status with C-level stakeholders at top cities and counties in the country (Harris County TX, Kansas City MO, and New Orleans LA)
- Coached 5 CSMs on QBR frameworks and strategic account management; improved renewal rates by 15% and CSAT by 6%
Sr. Director, Customer Success
Trnd.io
01.2023 - 01.2024
- Built a dedicated enterprise Client Success org; created scalable playbooks and Success Plans that cut onboarding from 90→30 days and raised activation 25%.
- Designed customer lifecycle frameworks aligned with GTM strategy
- Implemented health scoring & QBR cadence; achieved 80% GRR within two quarters while discovering Product Market Fit
- Achieved $2M in expansion revenue through strategic guidance for client leadership teams on implementation
- Designed Enterprise client training and onboarding methods utilizing Confluence as a work space tool to drive adoption and progress
Sr. Director of Customer Success
Penny App
01.2020 - 01.2024
- Built the enterprise Customer Success organization, implementing onboarding and adoption strategies that reduced time-to-value by 30% and increased adoption rates by 40%.
- Recruited and developed a 12-member CS team, implementing coaching programs that improved performance by 20% and drove $3M in expansion revenue.
- Fostered a collaborative culture, translating customer feedback into 3 new features and a 10% increase in feature adoption.
- Strengthened enterprise client relationships by implementing collaborative work spaces with Confluence and Jira
Global Director of Digital
Forever Living Products International
Scottsdale, AZ
01.2015 - 01.2020
- Led global onboarding strategies for digital sales tools, driving a 150% increase in field adoption within 12 months.
- Delivered and supported training to thousands of sales team members across 32 countries
- Partnered with Marketing to lead a company rebrand and website overhaul
- Recruited and coached a 10-member global management team to oversee social media, SEO, data analytics, and program management strategies for global websites and sales tools
Education
Master of Business Administration - Data Analytics
Arizona State University
Online05-2022
Master of Mass Communications - Public Relations
Walter Cronkite School of Journalism
Tempe, AZ05-2013
Bachelor of Arts - Journalism
Walter Cronkite School of Journalism
Tempe05-2013
Skills
- Trained writer
- Data storytelling
- Executive stakeholder management
- Renewals and expansions
- Customer journey mapping
- Quarterly business reviews
- Executive reviews
- MEDDIC sales methodology
- Enterprise strategy
- CRM: HubSpot and Salesforce
- CS platforms: Gainsight and ChurnZero
- Project management tools: Atlassian, ProductBoard, ClickUp, Asana, Linear
- Data tools: Qlik, Metabase, Power BI, Looker
- Management tools: Leapsome
- SAFe by Scaled Agile trained
Fun Facts
- Board Member: Hope of a Billion Foundation
- Digital Asset Investor/Enthusiast
- Hobbies: surfing, golfing, creative writing
Websites
Timeline
Manager, Client Success
Order My Gear
01.2025 - Current
Senior Enterprise Customer Success Manager
OpenGov
01.2024 - 12.2024
Sr. Director, Customer Success
Trnd.io
01.2023 - 01.2024
Sr. Director of Customer Success
Penny App
01.2020 - 01.2024
Global Director of Digital
Forever Living Products International
01.2015 - 01.2020
Master of Business Administration - Data Analytics
Arizona State University
Master of Mass Communications - Public Relations
Walter Cronkite School of Journalism
Bachelor of Arts - Journalism
Walter Cronkite School of Journalism