BethAnn McCauley
Summary
Highly accomplished and results-driven Inbound Sales and Member Success Lead with over 10 years of experience in Customer Success, Sales Operations, and Account Management, specializing in driving revenue growth, optimizing operational efficiency, and achieving exceptional retention rates. Proven ability to manage high-value enterprise accounts, transition CRM systems, design effective playbooks, and lead successful teams. Seeking a challenging role to leverage expertise in strategic account management and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
Dutchie
02.2024 - Current
- Manage a portfolio exceeding $1 billion in annualized Gross Merchandise Volume (GMV).
- Exceeded renewal quota, achieving 115% to target for 2025.
- Maintained flawless retention, achieving 0% churn in 2025.
- Drove significant portfolio expansion, growing book of business by 93% in 2024.
- Develop and execute strategic customer success plans to ensure customers achieve desired outcomes and maximize ROI.
- Conduct regular executive business reviews (QBRs) and feedback sessions to drive continuous improvement and retention strategies.
- Established key performance indicators (KPIs) to effectively monitor customer success health and improve long-term retention.
Customer Success Operations Manager
Dutchie
07.2021 - 02.2024
- Spearheaded the successful migration of the Customer Success Management (CSM) organization from Hubspot to Salesforce, enhancing operational visibility and efficiency.
- Developed and presented executive and board-level reports on renewal and upsell forecasts utilizing detailed CRM dashboards.
- Designed and implemented playbooks to address at-risk renewals, contributing to a near-perfect retention rate with only .01% churn in 2022.
- Created an upsell detection playbook that directly contributed to a 70% increase in Annual Recurring Revenue (ARR) for Q1 and Q2.
- Developed customer tiering models and managed workload distribution and hiring forecasts for the CSM team.
Enterprise Account Manager
Niche
07.2020 - 07.2021
- Managed an enterprise book of business valued at over $2 million.
- Collaborated closely with Account Executives, leading product demos and identifying prospective client upsell opportunities.
- Achieved a 100% client retention rate for Q3 and Q4.
- Increased ARR by 5% in Q3, resulting in an additional $100k to the book of business.
Sales Operations
HoneyComb
03.2020 - 07.2020
- Established and documented the inbound process for managing new leads.
- Successfully closed the first deal on the platform exceeding $100k.
- Conducted weekly success and sales meetings, ensuring alignment and execution of Organizational Key Results (OKRs).
Associate Manager, Strategic Accounts
Yelp Restaurants
10.2019 - 03.2020
- Managed a high-performing team of 6 employees across the East Coast, maintaining 100% client retention across the team's portfolio.
- Collaborated with Product and Engineering teams to implement client feedback and drive measurable Return on Investment (ROI).
Senior Strategic Account Manager
Yelp Restaurants
08.2017 - 10.2019
- Executed a high-impact "success at scale" program targeting local and mid-market accounts.
- Achieved a 100% retention rate for the managed book of business in 2017 and 2018.
- Led the "Yelp Restaurants takeover" initiatives in major metropolitan markets, including NYC, SF, and LA.
Account Executive
Nowait Inc.
09.2014 - 08.2017
- Ranked #1 in sales for 2016 across all company sales departments.
- Successfully signed 225 accounts, generating approximately $159k in ARR within the first fiscal year.
Education
Bachelor of Science -
Temple University
Philadelphia, PASkills
- Salesforcecom, Hubspot, Customer Satisfaction, Retention Rate, Sales Operations, Management, OKR Execution
Certification
Salesforce Admin Certification
Timeline
Enterprise Customer Success Manager
Dutchie
02.2024 - Current
Customer Success Operations Manager
Dutchie
07.2021 - 02.2024
Enterprise Account Manager
Niche
07.2020 - 07.2021
Sales Operations
HoneyComb
03.2020 - 07.2020
Associate Manager, Strategic Accounts
Yelp Restaurants
10.2019 - 03.2020
Senior Strategic Account Manager
Yelp Restaurants
08.2017 - 10.2019
Account Executive
Nowait Inc.
09.2014 - 08.2017
Bachelor of Science -
Temple University