Anthony Vidal
Summary
Experienced Customer Success Manager with a strong record of building trust with executive stakeholders, leading QBRs, and aligning customer goals with product roadmaps. Skilled in performance metrics analysis, renewals, and cross-functional collaboration across Sales, Product, and Support. Focused on improving revenue growth, adoption, and long-term customer value.
Overview
10
10
years of professional experience
Work History
Customer Advocate (CSM)
Peregrine Technologies
Remote
04.2025 - Current
- Conducted high-impact Quarterly Business Reviews (QBRs) with C-suite stakeholders, demonstrating measurable ROI and aligned product roadmaps with client goals.
- Partnered cross-functionally with Product, Sales, and Support engineering teams to advocate for customer feature requests and resolve critical escalated blockers swiftly.
- Maintained 100% customer retention YoY
- Spearheaded AI-driven process automation initiatives, guiding customers to successfully integrate AI features into their daily workflows, resulting in an increase in platform productivity and operational efficiency.
- Co-created account expansion strategies with Sales counterparts, aligning customer success touchpoints with revenue goals to successfully drive cross-sell and upsell adoption across a tech-touch book of business.
- Built foundational Customer Success team processes and engineered the Bi-Annual Partnership review program, establishing a scalable framework for strategic account health and growth.
- Designed and delivered engaging one-to-many educational programs, hosting live webinars, office hours, and producing human-centric recorded training videos at scale.
- Partnered with clients to build custom success plans, defining clear KPIs, milestones, and success metrics for long-term partnership value.
- Collaborated with Marketing to develop customer case studies, success stories, and advocacy programs that highlighted measurable client results.
- Created comprehensive onboarding resources, user guides, and digital touchpoints that empowered customers to achieve core product value independently.
- Trained new Customer Advocates during their onboarding process
- Increased overall efficiency by streamlining workflows within the Customer Advocate team.
- Successfully handle renewals for current customers, positioning accounts for multi-year renewal deals
Senior Customer Success Manager
Granicus
Remote
03.2024 - 04.2025
- Led quarterly business reviews to reinforce value, uncover needs, and expand platform usage.
- Managed customer onboarding and guided adoption of SaaS solutions across public sector accounts.
- Coordinated renewals, identifying risks and aligning success plans to support retention goals.
- Collaborated with sales, support, and product teams to resolve issues and accelerate customer outcomes.
- Refined success processes to standardize communication, improve handoffs, and strengthen account management.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
Enterprise Customer Success Manager
ExecOnline
Remote
04.2022 - 09.2023
- Partnered with client executives to define success plans, priorities, and renewal objectives.
- Managed enterprise client portfolios, ensuring program adoption, stakeholder alignment, and satisfaction across executive learning engagements.
- Analyzed customer health indicators to identify risks, escalate concerns, and strengthen retention efforts.
- Coordinated cross-functional teams to deliver seamless program launches, participant support, and issue resolution.
- Collaborated with cross-functional teams to ensure a seamless onboarding experience for new customers.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
- Negotiated contract renewals skillfully, securing long-term commitments from key clients while maintaining profitability standards.
Customer Success Manager, Founding
ECAD
10.2020 - 04.2022
- Developed success plans, tracking adoption, risks, and renewal readiness across assigned accounts.
- Led customer onboarding, aligning implementation plans with account goals and usage requirements.
- Managed escalations, coordinating cross-functional teams to resolve service issues and protect customer satisfaction.
- Conducted regular business reviews, translating product usage into actionable recommendations for stakeholders.
- Streamlined CRM documentation, improving account visibility, handoffs, and forecast accuracy.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Success Manager / Account Manager
CivicPlus
01.2017 - 10.2019
- Monitored account health, identifying adoption risks and coordinating proactive success plans.
- Led renewal conversations, addressing concerns and supporting contract retention efforts.
- Partnered with internal stakeholders to resolve escalations and service issues quickly.
- Managed customer onboarding and implementation handoffs for municipal clients, aligning expectations with product teams.
- Mentored team members on account management practices, documentation standards, and client relationship handling.
- Exceeded an individual upsell quota by generating $250,000 in expansion ARR within a single year across a high-volume portfolio, proving that scaled, tech-touch accounts can drive significant commercial growth.
Skills
- Customer advocacy
- CRM software expertise
- Customer health analysis
- Data-driven decision making
- Performance metrics analysis
- Advanced data analysis
- Data visualization
- Revenue growth
- Sales management
Timeline
Customer Advocate (CSM)
Peregrine Technologies
04.2025 - Current
Senior Customer Success Manager
Granicus
03.2024 - 04.2025
Enterprise Customer Success Manager
ExecOnline
04.2022 - 09.2023
Customer Success Manager, Founding
ECAD
10.2020 - 04.2022
Customer Success Manager / Account Manager
CivicPlus
01.2017 - 10.2019