Summary
Overview
Work History
Education
Skills
Timeline
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ANDREA CALDWELL

San Diego,CA

Summary

Strategic and personable Customer Success leader with over a decade of experience driving client retention, growth, and satisfaction in SaaS and event technology. Proven ability to build and lead high-performing teams, act as the Voice of the Customer, and deliver measurable results through data-driven decision making. Recognized for exceeding revenue goals, improving retention, and influencing product innovation to maximize customer value.

Overview

22
22
years of professional experience

Work History

Director of Customer Success

Events.com
11.2024 - Current
  • Lead vision, strategy, and execution of Customer Success across client portfolio.
  • Manage and mentor a team of Senior Customer Success Managers and Customer Success Managers.
  • Create effective customer feedback channels that enable real-time adjustments to services or products offered based on input received from users.
  • Partner with executives and cross-functional leaders to align customer insights with business strategy.
  • Implement KPIs and scalable processes to improve adoption, engagement, and renewals.
  • Leverage CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
  • Drove double-digit improvements in client retention and expansion revenue.

Sr. Customer Success Manager

Events.com
02.2017 - 11.2024
  • Owned relationships with Events.com's most strategic and profitable clients.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Champion Voice of the Customer, influencing product roadmap decisions across 4 applications including 2 mobile solutions.
  • Leveraged data and analytics to exceed revenue growth plan by 12% by identifying unmet customer needs and championing solutions.
  • Consistently achieved the highest customer retention rate in the organization.
  • Supported Sales with tailored product demos and acted as escalation resource for complex client issues.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.

Customer Success Manager

Events.com
02.2016 - 02.2017
  • Defined business outcomes for key clients and created comprehensive success plans with objectives, stakeholders, milestones, and metrics.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Program managed escalations across client accounts ensuring timely resolution.

Executive Assistant to CEO

Events.com
08.2014 - 02.2016
  • Provided full administrative and project support to CEO including scheduling, correspondence, and strategic initiatives.
  • Led HQ relocation project including site selection, lease negotiation, and move coordination.
  • Single point of contact between CEO, C-Suite, and teams; tracked deliverables and prepared communications.

Executive Assistant to CEO

Wahlbrink Enterprises
03.2011 - 08.2014
  • Provided high-level administrative support to CEO, managing confidential data and company processes.

Premier Banker

Wells Fargo Bank
09.2003 - 03.2008
  • Developed new business and consumer relationships with focus on deposit and loan growth.
  • Proactively cross-sold to deepen customer relationships; consistently recognized as a top sales performer.
  • Promoted within first year due to exceptional performance.

Education

Bachelor of Arts - History

Sonoma State University

Skills

  • Customer Success Leadership
  • Client Retention & Growth
  • SaaS Implementation & Adoption
  • Customer Relationship Management
  • Cross-Functional Collaboration
  • Data-Driven Decision Making
  • Client Advocacy
  • Customer Onboarding
  • Performance tracking and evaluation
  • Revenue growth

Timeline

Director of Customer Success

Events.com
11.2024 - Current

Sr. Customer Success Manager

Events.com
02.2017 - 11.2024

Customer Success Manager

Events.com
02.2016 - 02.2017

Executive Assistant to CEO

Events.com
08.2014 - 02.2016

Executive Assistant to CEO

Wahlbrink Enterprises
03.2011 - 08.2014

Premier Banker

Wells Fargo Bank
09.2003 - 03.2008

Bachelor of Arts - History

Sonoma State University

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