Ashley Osborne
Charlestown,MA
Summary
Strategic Customer Success Manager with expertise in driving retention and expansion through AI-driven strategies. Builds strong relationships and aligns product capabilities to tangible business outcomes, enhancing user productivity with tailored workflows. Translates AI concepts into actionable use cases, facilitates secure adoption, and utilizes analytics to identify growth opportunities. Delivers scalable customer experiences while ensuring measurable ROI.
Overview
5
5
years of professional experience
Work History
Customer Success Manager, Enterprise
Productboard
Boston, Massachusetts
10.2024 - Current
- Manage a $3M book of business spanning 35–48 commercial and enterprise customers across diverse industries.
- Lead end-to-end onboarding, partnering with customers to understand their business goals and translate them into tailored Productboard configurations and workflows.
- Build and maintain trusted relationships with key stakeholders across all levels, serving as a strategic partner throughout the customer lifecycle.
- Conduct quarterly business reviews to assess progress against customer goals, surface insights, and align on growth opportunities.
- Proactively identify and quarterback expansion opportunities within the book of business.
- Monitor customer health and usage data to mitigate churn risk and drive platform adoption.
Customer Success Manager, Commercial
Clari
Boston, Massachusetts
09.2022 - 09.2024
- Managed $2.3 million book of business with 30-35 customers.
- Cultivated relationships with key stakeholders to drive engagement and satisfaction throughout customer lifecycle.
- Leveraged data to monitor customer health and proactively mitigate churn risks.
- Conducted quarterly account performance reviews to discuss growth initiatives.
- Coordinated tailored enablement sessions, boosting platform confidence and adoption among users.
- Collaborated cross-functionally with account management, support, engineering, and marketing teams to streamline customer success initiatives.
Customer Success
CircleCI
Boston, Massachusetts
03.2021 - 09.2022
- Generated 100%+ quota and achieved President’s Club FY22.
- Monitored, identified, and educated our customers on opportunities for
- growth through evaluating and sharing usage trends and insights data.
- Responsible for proactive risk mitigation and retention strategies.
- Led onboarding sessions with customers to understand the value of CCI and its ROI for organizations.
- Advocated for customers by providing product feedback to internal teams
Education
Bachelor of Arts - Public Relations
Roger Williams University
Bristol, RI05-2018
Skills
- Customer empathy
- Relationship building
- AI literacy & enablement
- Technical aptitude
- Onboarding & training
- Problem solving
- Negotiation & renewal skills
Tool Stack: Claude, Figma, Gainsight, Gemini, Glean, Gong, JIRA, Looker, Pendo, Salesforce, Tableau, Vitally, Zendesk
Timeline
Customer Success Manager, Enterprise
Productboard
10.2024 - Current
Customer Success Manager, Commercial
Clari
09.2022 - 09.2024
Customer Success
CircleCI
03.2021 - 09.2022
Bachelor of Arts - Public Relations
Roger Williams University