Anthony Skinner
Hanahan
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
16
16
years of professional experience
Work History
Customer Success Team Lead
WorkEasy Software
Miramar, FL
08.2021 - Current
- Set overall vision for the client success team focusing on leading a positive customer experience and driving growth through renewals, upsells and net retention improvements
- Drive customer outcomes, product adoption and customer experience while focusing on customer satisfaction
- Collaborate with sales and marketing teams to optimize upsell strategies the CSM team uses to increase ROI and long term retention
- Address complex customer issues with urgency utilizing resources across the company while minimizing churn
- Led initiatives across multiple phases of the customer lifecycle, driving strategic engagement and growth for enterprise-level accounts through tailored solutions and proactive relationship management
- Manage the full customer lifecycle—from onboarding and implementation through engagement, upsells, and renewals
- Conduct regular business reviews with customers to assess satisfaction, address any issues, and align on future goals and plans
SOLUTION ARCHITECT
SumTotal
Charleston, SC
05.2019 - 02.2021
- Develop and deliver complex demonstrations and presentations to enhance customer and prospects business operations
- Respond to customer concerns during meetings by articulating clear and concise responses positioning the benefits of the SumTotal solutions
- Assist in response generation to RFI/RFPs and create answers that provide value and benefits to prospects
- Schedule meetings with the sales team to discuss and strategize the best ways to position the scope of business
- Travel onsite to meet with potential customers to present to them while using their own branding, verbiage, and logos.
CUSTOMER SUCCESS MANAGER
Benefitfocus
Charleston, SC
11.2018 - 04.2019
- Primary point of contact for clients responsible for the provisioning and maintenance of their services, managing their services requests, questions, and value is being received from services
- Collaborate with internal teams to ensure actual or potential client issues are surfaced and addressed appropriately and promptly
- Responsible for delivering a monthly report to all clients that includes key metrics for the month, trends, and commentary on changes
- Meet with sales and account management monthly to discuss client concerns, strategize where value can be added, and the overall temperature of the client.
LEAD SOLUTION MANAGER
PhishLabs
Charleston, South Carolina
11.2013 - 08.2018
- Analyzed product performance through account reviews and made recommendations that positively benefit the client by performing external market research
- Responded to customer inquiries in a timely and professional manner and provided specialized support to resolve technical issues related to the installation of products and services
- Worked with the IT and business teams to move products forward, including testing and launching the product
- Organized and led team efficiency meetings to promote new strategies and develop process improvements
ACCOUNT MANAGER TEAM LEAD
CareerBuilder
Norcross, GA
07.2010 - 10.2013
- Analyzed internal data and made recommendations based on the market and current competition
- Managed a portfolio of accounts, serving as the primary point of contact and building long-term client relationships
- Partnered with Sales, Product, and Support teams to deliver seamless client experiences
- Maintained a high client retention rate by proactively addressing needs and delivering consistent value
- Traveled to client sites to conduct quarterly account review sessions with clients, showing them the best ways to improve and streamline hiring solutions through Careerbuilder related products to increase ROI
Education
Bachelor of Science (B.S.) - Management
LOUISIANA STATE UNIVERSITY
Baton Rouge, LA05.2001
Skills
Customer Relationship Management
Time Management
Friendly, Positive Attitude
Critical Thinking
Microsoft Office
Team Management
Organizational Skills
Problem-Solving
Accomplishments
- Supervised team of 7 staff members while also managing the largest accounts in the company.
- Collaborated with marketing in the development of upsell strategies used to increase overall ARR and long term retention.
- Resolved complex customer issues by leading troubleshooting calls, collaborating cross-functionally, and escalating critical cases to ensure timely and effective solutions.
- Reduced churn by 40% through early risk identification and targeted intervention plans.
- Managed a portfolio of enterprise level accounts (>$500k), driving 20% growth in renewals.
- 15+ years in account management/customer success.
Timeline
Customer Success Team Lead
WorkEasy Software
08.2021 - Current
SOLUTION ARCHITECT
SumTotal
05.2019 - 02.2021
CUSTOMER SUCCESS MANAGER
Benefitfocus
11.2018 - 04.2019
LEAD SOLUTION MANAGER
PhishLabs
11.2013 - 08.2018
ACCOUNT MANAGER TEAM LEAD
CareerBuilder
07.2010 - 10.2013
Bachelor of Science (B.S.) - Management
LOUISIANA STATE UNIVERSITY
Eagle Scout
Eagle Scout earned May 1995.