Tiffany J. McAtee
Menomonee Falls
Summary
Results oriented and strategic leader in customer success with over 20 years of experience leading and scaling high performance customer success teams. Seeking to leverage a proven track record of driving customer retention, revenue growth, and overall customer satisfaction to contribute to the success of an innovative organization.
Overview
12
12
years of professional experience
Work History
Senior Manager of Customer Success, Enterprise
Gitlab
09.2022 - Current
- Led a team of 5 Customer Success Managers, overseeing a total of $27.2M ARR responsible for customer onboarding, adoption, churn/risk mitigation and development of customer strategies
- Executed customer success strategies that contributed to 91% renewal rate and exceeding growth targets by 147% of quota
- Directly Responsible Individual (DRI) for development of a success plan template and enablement of process throughout CS org
- Directly Responsibly Individual (DRI) for development and rollout of "aspiring CSM" internship program
- Established and maintained strong relationships with key stakeholders, including C-level executives, to understand customer needs and provide strategic guidance and support
Director of Customer Success Management
Shelf
02.2022 - 06.2022
- Encouraged and trained customer success team on cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
- Prepared and implemented strategic growth plans for customers based on company goals and expectations
- Implemented renewal forecasting and tracking methodology providing insight into customer renewal health, attrition, customer risk and opportunities
- Defined Customer Health Status to determine healthy and at-risk customers proactively and consistently to manage long term success across the organization
Director of Client Success
andros
08.2020 - 02.2022
- Led team of 2 Managers, 8 client success managers and 1 technical success manager overseeing a total of $20M ARR
- Implemented and rolled out formal NPS survey to client contacts receiving score of 75, a 40 point increase from Q1 2020 to Q4 2021
- Implemented tech touch model allowing to streamline client success management for small market clients leveraging only technology for support for savings of $18k per client
- Initiated first cross sell program leading to 20% increase in committee services sold among current clients
- Defined and rolled out Client Success Management renewal process ultimately achieving 150% growth YoY of current business expansion opportunities closed
Director of Onboarding and Account Management
Sun Life (Previously Maxwell Health)
03.2015 - 08.2020
- Managed team of 8 remote account management staff; providing support, consultation, and professional development
- Defined and led core initiatives to simplify and streamline onboarding of all new partners
- Facilitated customer-centric and metric-driven culture by improving collaboration between sales and account management, implementing enhanced inside sales opportunities
- Implemented inside sales plan for remote account management staff leading to overall growth of 25% YoY
- Escalated point of contact addressing client concerns and management of client expectations
District Manager
Automatic Data Processing (ADP)
04.2013 - 02.2015
- Increased sales 40% in 2014 over previous year resulting in over $80K annual revenue
- Manage business development and marketing efforts, which expanded customer base into Southeastern Wisconsin
- Collaborate with implementation managers and product leaders to onboard clients smoothly within strict deadlines while meeting client requirements and commitments
- Awarded "Rookie District Manager of the Month" (10/13) for sales
Account Manager
Restat, Inc, A Catamaran Company
11.2012 - 04.2013
- Responsible for day to day support and ongoing implementation and maintenance of prescription drug benefit for assigned accounts
- Initiated calls from mid- and upper-level management client personnel to build positive relationships and respond to client questions and concerns
- Held meetings with assigned clients to understand client objectives and research, propose, and implement solutions to meet those goals
- Retained accounts through development of strong relationships with key client contacts
- Attended client visits and assisted clients with employee benefit fairs to increase member participation
Education
Bachelor of Arts - Communications
University of Wisconsin – Milwaukee
12.2010
Skills
- Growth Analysis
- Client Satisfaction
- Client Engagement
- Team Management
- Customer Relationship Management Software (CRM)
- Strategic Partnerships and Planning
- Financial Forecasting and Planning
- Performance Improvements
- Technology Implementation
Affiliations
Alpha Kappa Psi, Pledge President 2001
Alpha Kappa Psi, Master of Rituals 2002
Timeline
Senior Manager of Customer Success, Enterprise
Gitlab
09.2022 - Current
Director of Customer Success Management
Shelf
02.2022 - 06.2022
Director of Client Success
andros
08.2020 - 02.2022
Director of Onboarding and Account Management
Sun Life (Previously Maxwell Health)
03.2015 - 08.2020
District Manager
Automatic Data Processing (ADP)
04.2013 - 02.2015
Account Manager
Restat, Inc, A Catamaran Company
11.2012 - 04.2013
Bachelor of Arts - Communications
University of Wisconsin – Milwaukee
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