Andrew Caldwell
Victoria,MN
Summary
Senior customer success manager with a proven record at Agile Frameworks LLC, achieving 0% churn and 10-15% year-over-year net revenue retention. Specializes in customer success strategy and relationship management, utilizing cross-functional leadership to drive account growth. Employs data-driven decision-making and effective communication to enhance customer satisfaction and engagement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Agile Frameworks, LLC
Bloomington, MN
11.2022 - 12.2025
- Owned the lifecycle of 55 strategic relationships that generated over 5 million ARR in a startup SaaS industry, worked with multi-disciplinary engineering firms, serving as trusted advisor to executive and operational stakeholders.
- Partnered and lead cross-functional teams, with Sales, Product, Engineering, and Professional Support Services to drive onboarding, platform adoption and maximize customer value.
- Defined, tracked, and presented KPIs, customer health metrics, and success plans to ensure measurable outcomes and long-term retention with 0% churn.
- Lead renewal strategy and contract negotiations, tracked and identified all upsell and expansion opportunities in Salesforce that drove 10–15% YoY net revenue retention growth.
- Proactively mitigate risk, manage escalations, and support customer advocacy initiatives.
Senior Strategic Account Manager (Non-Sales)
Ready Credit Corporation
Eden Prairie, MN
07.2021 - 04.2022
- Served as primary relationship owner for 65 national enterprise accounts across sports, entertainment, and attractions industries with a combined 10 million ARR at a Fintech Startup.
- Act and lead customer advocate, aligning internal teams and external partners to deliver cashless payment and fintech solutions across the U.S., Canada, and Mexico.
- Manage contract renewals, amendments, forecasting, and budgeting while monitoring product usage and performance.
- Lead onboarding, training, and implementation of equipment and reporting tools across complex, multi-location environments.
- Delivered executive-level reporting and insights to drive satisfaction, retention, and account growth.
Client Success Manager
Canteen One (Compass Group North America)
Minneapolis, MN
07.2015 - 06.2020
- Managed 4–6 enterprise national accounts, each supporting 250+ locations across retail, hospitality, banking, and technology sectors.
- Led cross-functional project teams of 10–30 contributors with indirect authority, ensuring on-time and on-budget delivery.
- Achieved 100% client retention through proactive communication, performance management, and strategic account planning.
- Developed budgets, execution plans, and analytics dashboards for senior leadership and client executives.
Project Team Manager
Canteen One (Compass Group North America)
Minneapolis, MN
04.2014 - 07.2015
- Owned a large national retail account averaging 35+ new site openings per quarter with a 90%+ on-time delivery rate.
- Designed and executed project plans, coordinated vendors, and managed onboarding for new national clients.
- Presented rollout progress, KPIs, and performance updates to C-suite stakeholders.
Education
Bachelor of Science - Human Performance & Kinesiology
Minnesota State University
MankatoAssociate of Science -
Bethany Lutheran College
Mankato, MNSkills
- Customer success strategy
- Enterprise and national accounts
- SaaS and fintech solutions
- Account retention and expansion
- Contract renewals and negotiation
- Program and project management
- Cross-functional leadership
- Executive stakeholder management
- KPI and NPS reporting
- Vendor and partner management
- Salesforce proficiency
- Google Workspace proficiency
- Customer feedback analysis
- Customer satisfaction
- Client onboarding
- Customer journey mapping
- Data-driven decision making
- Customer segmentation
- Relationship management
- Effective communication
- Project leadership
- Strategic planning
- Customer advocacy
- Account growth
- Software implementation
- Customer account management
- Customer retention
- Negotiation
Certification
- Developing Dynamic Leadership, 2018
- Managing Multiple Priorities & Deadlines, 2019
Volunteer Experience
Meet Director, Tuna Swim Club, 05/01/23, 11/01/25
Technology And Tools
- Salesforce
- HubSpot
- Oracle SAP
- Jira
- Atlassian Confluence
- Ariba
- Smartsheet
- JD Edwards
- Microsoft Office- Excel, Word, PowerPoint
- SharePoint
- Google Workspace
Prior Experience
- Mortgage Loan Specialist/Underwriter, Wells Fargo Home Mortgage
- Physical Education & Health Instructor, FAIR School/Eastern Carver County
- Assistant Boys Hockey Coach, Chanhassen & Chaska High School
Affiliations
Volunteer Meet Director- Tuna Swim Club (Aug 2022-Nov 2025)
Timeline
Senior Customer Success Manager
Agile Frameworks, LLC
11.2022 - 12.2025
Senior Strategic Account Manager (Non-Sales)
Ready Credit Corporation
07.2021 - 04.2022
Client Success Manager
Canteen One (Compass Group North America)
07.2015 - 06.2020
Project Team Manager
Canteen One (Compass Group North America)
04.2014 - 07.2015
Bachelor of Science - Human Performance & Kinesiology
Minnesota State University
Associate of Science -
Bethany Lutheran College