Hubspot
ASH STEWART
Senior Customer Success Manager
Summary
Experienced Senior Customer Success Manager with a proven track record of driving revenue growth and consistently surpassing KPI metrics over a 9-year period. Skilled in managing enterprise-level accounts, resulting in a 25% decrease in churn rates and exceeding quarterly goals by 15%. Proficient in implementing effective customer success strategies, leading to a 20% increase in customer satisfaction scores. Eager to apply expertise in customer advocacy, strategic account management, and industry insights to deliver outstanding results and support continued success.
Overview
14
14
years of professional experience
4
4
Certification
Work History
Financial Service Officer
LSI
02.2024 - Current
- Served as a trusted advisor to clients seeking lending and financial solutions, providing tailored recommendations to meet individual financial goals.
- Delivered outstanding customer service through inbound and outbound calls, effectively addressing client inquiries, concerns, and service requests.
- Educated clients on financial products including personal loans, auto refinancing, and debt consolidation, ensuring full understanding and compliance.
- Built rapport with clients by listening actively, demonstrating empathy, and offering clear, solution-oriented communication.
- Maintained accurate records and adhered to industry regulations and LSI policies, contributing to organizational compliance and client trust.
- Collaborated with cross-functional teams including underwriting, loan processing, and compliance to ensure smooth and timely resolution of applications and issues.
- Met and exceeded daily performance metrics in areas such as client satisfaction, quality assurance, and loan conversion rates.
- Leveraged CRM tools to track client interactions, follow up on leads, and manage client pipelines effectively.
Senior Customer Success Manager
Yelp
03.2020 - 04.2023
- Supervised a portfolio of 45+ enterprise customers and 65 mid-market customers totaling $35M ARR.
- KPIs: 1.2% churn rate (against 2.5% goal); 98% CSAT (against 87% goal); 98% product adoption rate (75% goal); 300% to goal for customer success story generation; 98% overall retention rate(90% goal)
- Conducted 15 quarterly Executive Business Reviews (against goal of 9) with enterprise and mid-market level accounts, resulting in a 15% boost in average sales through tailored recommendations addressing their unique goals and challenges.
- Facilitated onboarding workshops to train on software best practices, resulting in a 40% boost in product adoption and a 20% improvement in customer satisfaction scores.
- Implemented upselling and cross-selling strategies for book of business accounts, resulting in a 10% increase in revenue in 12 months (compared to team average of 6%).
- Served as the voice of customer across Product, Marketing, and Sales teams to relay product feedback and client insights, directly contributing to the implementation of 5 new product enhancements and features.
- Built and maintained relationships with key stakeholders such as CEOs, CFOs, business owners, and marketing executives to drive customer success and satisfaction.
Senior Account Manager
Efinancial
03.2017 - 02.2020
- Managed a portfolio of 75 enterprise accounts totaling ~50M ARR.
- Generated $3 million in ARR in the first 12 months exceeding assigned sales targets of $1M ARR by managing the entire sales cycle from pre-sale to handoff.
- Coordinated monthly and/or quarterly business reviews with clients to align on business outcomes, review usage data, and identify opportunities for expansion, leading to a churn rate of 0.9% against a 2.0% churn goal.
- Created a streamlined prospect conversion process that generated new business opportunities within assigned territories, resulting in 38% growth in client base.
- Successfully negotiated contracts, pricing agreements, renewals, and service-level agreements to secure long-term partnerships and amplified revenue growth by 25% (exceeding 10% goal).
- Led product demonstrations for key decision makers, showcasing the value and benefits of solutions to potential clients, increasing new client growth by 20% QoQ.
- Enabled the 70+ member sales team by offering one-on-one coaching, providing feedback, and tailoring guidance to address their specific strengths and areas for improvement.
Customer Success Manager
Xfinity Comcast
02.2012 - 03.2017
- Managed a book of business with 50 enterprise accounts worth $26.6M+ ARR, driving adoption via bi-weekly check-ins, training, and discovery sessions.
- Achieved 98% in customer retention rate (96% goal) by delivering personalized engagement strategies and offering technical support.
- Spearheaded the overhaul of the customer feedback loop, yielding actionable insights that directly led to 30% increase in customer satisfaction ratings and a 15% increase in product adoption rates.
- Surpassed sales quotas by 350% on average, by creating multi-million-dollar renewals contract sales through persistent upsell strategy.
- Selected by leadership to train 65+ new Customer Success Representatives via product training, customer communication best practices, and effective problem-solving techniques.
- Created innovative engaging onboarding sessions with clients for Xfinity SaaS products, ensuring seamless onboarding and effective utilization of products and services.
Education
Bachelor of Science - In Progress
07.2025
Skills
- Customer Advocacy
- Upselling/Expansion
- Business Intelligence
- Key Account Management
- CRM software proficiency
- Onboarding/Training
- Project Management
- SAAS
- Data-Driven Insights
- Strategic Account Management
- Churn Mitigation
- Customer Analysis
- Leadership
- Risk analysis in credit
- Financial audit expertise
Certification
- Building Rapport with Customers - NASBA
- Customer Success Management Fundamentals - LinkedIn
- Engagement Evaluation Best Practices for Customer Success Management - LinkedIn
- Key Account Management - National Association of State Board of Accountancy
Awards
Save and Retention Award, Revenue Growth Award, $1,000,000 Club Award, $10,000,000 Club Award, Retention Rate Award
STRENGTHS
- Customer Advocacy: Strong passion for being the voice of customer
- Customer Success Management: Proven expertise in exceeding client expectations and cultivating enduring relationships.
- Strategic Account Management: Ability to conduct regular business reviews and identify growth opportunities for clients.
- Churn Mitigation: Consistent success in preserving and increasing client retention rates against set churn goals.
- Upselling/Expansion: Demonstrated skill in upselling and cross-selling additional products and services to existing clients.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 8 Customer Success Managers in the development of Customer Success Playbook.
- Achieved 94% implementation rate by completing Client Onboarding with accuracy and efficiency.
Software
Asana
Jira
Tableu
Zendesk
Salesforce
G Suits
Oracle
Slack
MS Office Suite
Timeline
Financial Service Officer - LSI
02.2024 - Current
Senior Customer Success Manager - Yelp
03.2020 - 04.2023
Senior Account Manager - Efinancial
03.2017 - 02.2020
Customer Success Manager - Xfinity Comcast
02.2012 - 03.2017
Governor State University - Bachelor of Science, In Progress
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