Bridget Walsh
Portland,OR
Summary
Dynamic Customer Success executive with extensive SaaS expertise, skilled in leading global teams and managing portfolios exceeding $31 million in annual recurring revenue (ARR). Proven track record of enhancing customer retention and driving renewals through strategic, data-driven initiatives and cross-functional collaboration. Committed to fostering a customer-centric culture that prioritizes operational excellence and delivers measurable results. Demonstrated ability to align organizational goals with customer needs, ensuring sustained growth and satisfaction.
Overview
20
20
years of professional experience
Work History
Director of Customer Success
Devana Solutions / RealTime eClinical Solutions
Portland, OR
06.2022 - 01.2025
- Led 7 Customer Success Managers managing $23M ARR across merged SaaS organizations.
- Achieved 116% Net Revenue Retention through renewal and expansion strategy.
- Implemented Gainsight and tiered onboarding, reducing time-to-value by 33%.
- Built Salesforce dashboards to improve forecasting and executive visibility.
- Streamlined cross-functional workflows to improve customer outcomes.
- Developed strategic plans to optimize customer onboarding processes, reducing time-to-value for new clients.
Director of Customer Success
Smarsh Inc.
Portland
01.2021 - 06.2022
- Directed 10 Customer Success Managers across the US and EMEA overseeing $31M ARR.
- Rebuilt renewal and case management processes following post-merger integration.
- Delivered $31M in annual recurring revenue through disciplined renewal execution.
- Trained 45 CSMs on executive-level QBR delivery and retention strategy.
- Mentored team members in best practices for relationship management, fostering a culture of continuous improvement.
- Analyzed customer feedback and usage data to identify trends, informing product development and service enhancements.
- Collaborated with cross-functional teams to drive alignment on customer needs and expectations, improving service delivery.
- Evaluated performance metrics regularly, aligning team goals with organizational objectives to ensure sustained success.
Senior Manager / Senior Customer Success Manager
Smarsh Inc.
Portland
04.2016 - 10.2021
- Managed a $9M enterprise portfolio with zero churn during organizational change.
- Increased adoption through outcome-based success planning.
- Led complex escalations through cross-functional collaboration.
- Led cross-functional teams to enhance compliance solutions for enterprise clients.
- Developed and implemented strategic initiatives to optimize operational efficiency across product lines.
- Established performance metrics to assess team productivity and effectiveness in achieving organizational goals.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
Education
BSBA - Entrepreneurship
Suffolk University
Boston, MA05.2009
Skills
- Customer Success Leadership
- Renewals Management
- Salesforce
- Gainsight
- Forecasting
- Cross-Functional Leadership
- Process Improvement
- Sales enablement
- JIRA
- ZenDesk
- Microsoft Office Suite
- CRM integration
- Team leadership
- Recruitment and hiring
- Training and development
Timeline
Director of Customer Success
Devana Solutions / RealTime eClinical Solutions
06.2022 - 01.2025
Director of Customer Success
Smarsh Inc.
01.2021 - 06.2022
Senior Manager / Senior Customer Success Manager
Smarsh Inc.
04.2016 - 10.2021
BSBA - Entrepreneurship
Suffolk University