Ashley DeJesus

In addition to the responsibilities and metrics I delivered as a Manager of Customer Success:

• Create Success and Demand Validation docs that showcase value and confirm customer use cases. This helped create internal champions and confirmed intent to renew for 80% of Lacework's customer base
• Develop high/low touch model for customer success and sales team, which resulted in better investment for our top tier customers
• Work with Marketing and Marketing Ops to create Onboarding Customer Survey and process, which resulted in 90% response rate and grew our references by 50%
• Lead Ambassador Program, which aligns CSMs with Product Managers to review and triage customer's feature requests. This new team and process has resulted in 40% more feature requests going into Lacework's roadmap

• Recruit, train, onboard and manage a team of seven Senior Customer Success Managers with a total renewal ARR of $10M
• Achieved net retention rate of 110%-138% QoQ
• Achieved Net Promoter Score of 50/50
• Help create Joint Success Plan template and process, which resulted in saving time with use case validation across customer base
• Collaborate with Sales Ops and Product Management to develop a process for tracking license utilization across customer base, which increased our customer's adoption to over 70%
• Work cross-laterally with other senior leaders including sales, marketing, product management and engineering to resolve product issues, which resulted in attaining a 88% renewal rate and 115% add-on rate in Q2FY23

• Manage 25-30 Enterprise Customers with a total renewal ARR of $5M
• Conduct ongoing customer touch-points to ensure usability and maximization of the Lacework Platform
• Establish Success Plan rhythm and train other CSMs on how to maximize this tool with customers
• Discover expansion opportunities within existing customer base and work with the Regional Sales Manager to close add-on business
• Onboard new Customer Success Managers
• Participate in interview committee to help build the Customer Success Team.

• Supported 20 Strategic Customers with 15k+ endpoints each
• Developed and maintained executive relationships through semi-annual, onsite Executive Business Reviews
• Drove bi-weekly Strategic Alignment Review Calls with middle management and administrators
• Point of escalation for support and engineering tickets
• Spearheaded cross-lateral initiatives with other departments to meet customer deliverables and improve Carbon Black's internal processes
• Attained 92% renewal rate against a $3.5M quota (exceeded target metric of 85%).

• Conducted quarterly reviews with endusers and middle management to track customer health, communicate latest software updates and other educational resources to maximize investment
• Project Managed customer engagements with executives, support, product, professional services and engineering
• Quarterbacked customer escalations by aligning resources and handling executive briefings
• Championed all aspects of customer renewal cycle from quote to close for 90 accounts.

• Closed three Fortune 100 Accounts in Iowa and Nebraska
• Added new channel partners to the territory and enhanced partnerships with existing channel: Optiv, Forsythe and CDW
• Generated $3 million in territory pipeline
• Lead a team of two inside representatives and sales development representative.

• 120% of yearly quota
• Converted 21 Net New customers in Great Plains/Missouri Valley Territory
• Generated $1.9 million in pipeline
• Built relationships with key channel partners: FishNet, Accuvant, Torus Technologies.

• Scheduled initial presentations to drive new business and opportunities for Field and Inside Sales Team
• Consistently exceeded monthly demo goal (25-30)
• Developed key qualities to becoming an Inside Sale Representative: i.e.) time management, lead generation, demo pitch, forecasting and building relationships.

• Led recurring client meetings to drive overall impact and customer loyalty
• Maintained strong, multi-level relationships with each customer; ensuring that Rapid7 solutions supported the ongoing needs and security objectives for each customer
• Achieved quarterly targets for renewal revenue and new lead/upsell opportunities.

• Managed sale contests, visuals, presales utilization, office supplies and outside vendors
• Drove weekly executive status meetings, wrote and distributed meeting minutes
• Utilized Netsuite to track hardware, manage past due opportunities, create searches, quotes and statements of work.