Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Andrew Howard

Cleveland

Summary

Customer Success Manager with 4+ years of experience in SaaS and healthcare tech, managing over $2M in ARR across 40+ enterprise accounts. Proven ability to drive 132% Net Revenue Retention (NRR), lead cross-functional initiatives, and deliver client outcomes through proactive engagement, onboarding, and strategic value realization. Skilled in Salesforce, Gainsight, and stakeholder communication to build long-term client partnerships.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success Manager

TimelyCare
Fort Worth
06.2023 - Current
  • Manage 47 enterprise accounts with $2.08M in ARR, ensuring customer success, renewal, and expansion.
  • Increased client Net Revenue Retention to 132% by identifying upsell opportunities and aligning product features to client goals.
  • Lead value workshops and quarterly business reviews (QBRs) to reinforce ROI and deepen engagement.
  • Collaborate with product, operations, and engineering teams to advocate for client needs and resolve issues rapidly.
  • Delivered a 30% reduction in onboarding time via process improvements and targeted training plans
  • Managed client relationships to ensure satisfaction and retention.
  • Collaborated with cross-functional teams to resolve client issues efficiently.

Client Success Associate

TimelyCare
Fort Worth
04.2022 - 06.2023
  • Supported high-volume onboarding of clients, reducing time-to-value and improving initial adoption rates.
  • Provided personalized support and analytics-based performance insights through monthly reports.
  • Conducted in-person site visits to improve platform utilization and client satisfaction.
  • Documented client interactions and feedback in CRM systems to maintain accurate records.

Customer Success Specialist → Associate

OnShift
Cleveland
02.2020 - 04.2022
  • Managed B2B accounts and trained customers on scheduling tools to reduce overtime and optimize staff allocation.
  • Analyzed usage data to present insights during client check-ins, improving product stickiness.
  • Created reports to assess platform engagement and predict churn risk.

Bank Teller

PNC Bank
Bedford
03.2018 - 12.2019
  • Built foundational client service and communication skills in a fast-paced retail banking environment.
  • Assisted customers with account inquiries and service requests.
  • Managed cash drawer, ensuring proper balance and security.

Education

MBA in Business Administration (In Progress) -

Cleveland State University
Cleveland, OH

Bachelor of Arts - Communications

Cleveland State University
Cleveland, OH

Skills

  • Customer Lifecycle Management
  • Client Onboarding & Training
  • Cross-Functional Collaboration
  • Churn Reduction & Retention
  • Strategic Account Growth
  • NRR & KPIs Reporting
  • SaaS platforms and CRM tools (Salesforce, Gainsight)

Accomplishments

  • 🏆 Workhorse Award, National Revenue Meeting 2024

Certification

  • Certified Customer Success Manager (CCSM) – SuccessHACKER
  • Salesforce CRM – User Level
  • Gainsight Platform – Power User (if applicable; confirm or remove)

Timeline

Customer Success Manager

TimelyCare
06.2023 - Current

Client Success Associate

TimelyCare
04.2022 - 06.2023

Customer Success Specialist → Associate

OnShift
02.2020 - 04.2022

Bank Teller

PNC Bank
03.2018 - 12.2019

MBA in Business Administration (In Progress) -

Cleveland State University

Bachelor of Arts - Communications

Cleveland State University

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