Bonita Ervin
Summary
Results-driven Customer Success Manager with 10+ years of experience supporting enterprise and technical accounts. Strong background in onboarding, adoption planning, and escalation resolution. Uses Salesforce, Zendesk, ERP, and EDI systems to improve customer experience and retention.
Overview
7
7
years of professional experience
Work History
Technical Customer Success Manager
Smithfield Foods, Inc
11.2023 - 05.2026
- Managed customer accounts, ensuring timely order fulfillment and issue resolution across sales and logistics teams.
- Coordinated order changes, shipment updates, and customer communications using ERP and EDI systems.
- Understand customer's technical and strategic requirements with other departments (engineering, account executives, operations) to fulfill successfully.
Customer Success Manager
SentinelOne
11.2022 - 11.2023
- Monitored customer health signals to identify risk, drive retention, and support renewal readiness.
- Managed onboarding and adoption plans for enterprise customers, aligning product use with business outcomes.
- Delivered executive business reviews with clear recommendations, usage insights, and next-step actions.
- Delivered executive business reviews with clear recommendations, usage insights, and next-step actions utilizing Salesforce and Zendesk.
Enterprise Customer Success Manager
Warner Media
05.2019 - 11.2021
- Managed executive relationships, aligning platform solutions with customer business goals and priorities.
- Led enterprise account strategies to strengthen retention, expansion, and long-term client partnerships.
- Drove onboarding and adoption plans, accelerating product utilization across complex client organizations.
- Partnered with Sales, Support, and Product teams to resolve escalations and improve service delivery.
- Guided cross-functional execution on customer issues using CRM and case management systems.
Education
Bachelor of Science - Information Technology
Liberty University
Lynchburg, VA12-2027
Skills
- Technical account management
- Account management
- Client management
- Retention strategies
- Relationship management
- CRM systems
- Data analysis
Timeline
Technical Customer Success Manager
Smithfield Foods, Inc
11.2023 - 05.2026
Customer Success Manager
SentinelOne
11.2022 - 11.2023
Enterprise Customer Success Manager
Warner Media
05.2019 - 11.2021
Bachelor of Science - Information Technology
Liberty University