ASHLEY PEÑA
San Diego,CA
Summary
Result driven Customer Success Manager with 10 years of Cloud based Saas experience. I attribute my success and tenure to my consistent diligence and passion for advocacy of my customers. I pride myself in building and fostering strong relationships and focus on ways to develop and improve client experience.
Overview
12
12
years of professional experience
Work History
Sr Customer Success Manager - Enterprise
Supernova.io
04.2024 - Current
- Responsible for managing, expanding and renewing 80+ of our largest Enterprise customers across US and European markets.
- Responsible for facilitating implementation, onboarding and training initiatives for new enterprise customers.
- Established clear success metrics and renewal strategies while identifying opportunities for upselling and expansion within existing accounts.
- Partner with internal teams to advocate for the voice of our customers while ensuring consistent high value outcomes.
- Partnered with customers to develop and execute strategic success plans as well as providing ongoing coaching and support.
- Worked closely with GTM leadership to establish and foster strong relationship building and cross functional collaboration.
Sr Customer Success Manager
Spruce Health
07.2023 - 03.2024
- Tasked with helping to build out digital CS model for non-managed accounts which made up ~80% of the customer base.
- Developed digital touch outreach templates for various customer segments as well as established a scheduled outreach cadence.
- Analyzed customer data to identify potential issues, possible churn risk and to proactively engage and deliver relevant support through various different channels of communication.
- Worked closely with Onboarding team to establish customer facing onboarding resources including FAQs, Self Service onboarding guides, Loom videos, as well as co-hosted office hours, to ensure non-named clients were supported.
- Worked cross functionally with AE/Sales team to establish basic CS documentation and reporting such as account plans, mutual success documents, risks reports, Churn Rate, Health Score, etc.
Sr. Customer Success Manager
Twilio
01.2020 - 02.2023
- Managed a book of business of approx
- 15-20 accounts with a total valuation of ~$30M+ ARR across multiple verticals with a total portfolio YoY YTD Retention of 120%
- Increased Revenue by up to 3X across a number of aligned accounts by developing strategic account plans and establishing milestones
- Assigned an experimental New Business account and grew that account from $500K to $3Mil in 6 months
- Established strong relationships with C-Level employees and was viewed as the primary POC for both operational and strategic needs
- Partnership and collaboration with outside departments (Support, Product, Professional Services, Sales, etc.) to advocate for my customers’ communication strategy needs while identifying upsell/cross-sell opportunities
- Built and conducted Strategic Business Reviews (SBRs) by presenting data around trends in an effort to better comprehend and consult on business challenges, future architecture/channel expansion, and business planning
- Founding participant in CSM SME program with a specialty around Compliance
- Worked closely with Consumer Trust team to understand upcoming ecosystem changes around SMS and Voice products to educate CSMs globally on how to support their customer base
Operations and Data Analyst
Twilio
04.2019 - 01.2020
- Developed the operational blueprint of Twilio’s inventory reconciliation processes while maintaining >98% inventory integrity across all carriers
- Worked closely with Product Management and Engineering to operationally lead the Launch of Developer Preview product Hosted SMS while helping to implement fixes specific to pre beta bugs and inefficiencies
- Created technical process documentation to increase efficiency and customer satisfaction, including betterments to enhance Twilio’s Phone Number Operations Tooling and reporting
- Reported Phone Number Reconciliation metrics weekly to Product Operations Management and Operations leadership
- Provided technical support of urgent issues specific to Phone numbers Operations
- Developed and maintained carrier partner relationships across US and International providers
- Collaboration across teams, including Product, Technical Account Managers, CSM's and Engineering
- Tasked with building out a team of contracted employees in Romania to act as the 'tiger team' during a code red Phone Number regulatory emergency
- Interviewed, hired, trained and collaborated with Romanian team management to ensure team was compliantly reviewing all customer regulatory documentation in efforts to mitigate PN shut down by the governing bodies
- Responsible for achieving PN review metrics on a weekly/monthly basis and worked closely with PN engineering to build out dashboards in order to produce progress data to leadership
Senior Product Operations Analyst
Twilio
07.2017 - 04.2019
- Developed the operational blueprint of Twilio’s inventory reconciliation processes while maintaining >98% inventory integrity across all carriers
- Worked closely with Product Management and Engineering to operationally lead the Launch of Developer Preview product Hosted SMS while helping to implement fixes specific to pre beta bugs and inefficiencies
- Created technical process documentation to increase efficiency and customer satisfaction, including betterments to enhance Twilio’s Phone Number Operations Tooling and reporting
- Reported Phone Number Reconciliation metrics weekly to Product Operations Management and Operations leadership
- Provided technical support of urgent issues specific to Phone numbers Operations
- Developed and maintained carrier partner relationships across US and International providers
- Collaboration across teams, including Product, Technical Account Managers, CSM's and Engineering
- Tasked with building out a team of contracted employees in Romania to act as the 'tiger team' during a code red Phone Number regulatory emergency
- Interviewed, hired, trained and collaborated with Romanian team management to ensure team was compliantly reviewing all customer regulatory documentation in efforts to mitigate PN shut down by the governing bodies
- Responsible for achieving PN review metrics on a weekly/monthly basis and worked closely with PN engineering to build out dashboards in order to produce progress data to leadership
Product Operations Specialist
Twilio
08.2013 - 07.2017
- One of the founding team members of the Phone Number Operations team based out of San Francisco
- Worked and developed processes as a key player under Fraud, Porting, Inventory and Regulatory Compliance
- Worked hand in hand with the Fraud manager focusing on payments and fraud processes since inception
- Monitored fraud (payments and telephony) and developed workflows
- Managed relationships with payment gateway, merchants and vendors
- Developed Local Port Away process and created team playbook for new hires and to ensure consistency during team rotation
- Worked closely with customers and carriers to establish process for unauthorized port away and cut down on service disruption
- Managed TF port in and port away process across all RespOrgs and identified ways to expedite the TF porting process for customers
Education
Criminal Justice/Law Enforcement Admin
Grossmont College
San Diego Skills
- Effective communication
- Customer Relationship Management
- Leadership
- Teamwork
- Time Management
- Project Management
- Inter-department Communication
- Conflict Management
- Data-driven decision making
- Customer advocacy
- Relationship management
- Upselling strategies
Timeline
Sr Customer Success Manager - Enterprise
Supernova.io
04.2024 - Current
Sr Customer Success Manager
Spruce Health
07.2023 - 03.2024
Sr. Customer Success Manager
Twilio
01.2020 - 02.2023
Operations and Data Analyst
Twilio
04.2019 - 01.2020
Senior Product Operations Analyst
Twilio
07.2017 - 04.2019
Product Operations Specialist
Twilio
08.2013 - 07.2017
Criminal Justice/Law Enforcement Admin
Grossmont College
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