Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Brigitte Creencia

Denver,Colorado

Summary

Strategic Customer Success Manager with nearly a decade of experience managing Fortune 100 accounts, excelling in customer relationship building and retention strategies. Proven track record in project management and cross-functional collaboration to enhance customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Strategic Customer Success Manager

Conga
Denver, CO
08.2021 - Current
  • Cultivate trusting customer relationships by managing a book of strategic accounts, totaling $12 million ACV and a 100% retention rate.
  • Sourced over $360k in opportunities YTD.
  • Analyze customer data to identify trends, issues, and opportunities for improvement.
  • Collaborate cross-functionally to reduce escalations and develop strategies for driving customer success.
  • Increase optimization and adoption of products through customer-led reverse demos followed by best practice usability assessment delivery.
  • Develop and maintain relationships with customers as their trusted point of contact to facilitate user engagement and optimization.
  • Present quarterly business reviews detailing relationship satisfaction, success metrics, and goal planning.
  • Successfully identify customers champions to become references, attendevents, win awards, and speak on stage year after year.

Customer Success Manager

Apto
Denver, CO
10.2019 - 08.2021
  • Oversaw 50 accounts totaling $2 million ARR while exceeding KPI goals.
  • Maintained a 106% retention rate through up-sells, cross-sells, and priceincreases on renewals.
  • Prepared and designed on-boarding documents, implementation plans, andtraining videos.
  • Served as the subject matter expert on provisioning processes.

Senior Customer Success Manager

TrustYou
San Diego, California
08.2016 - 08.2019
  • Hosted 2-3 weekly product webinars for new and existing customers.
  • Pioneered a client success campaign to ensure each account was being reached to increase customer satisfaction.
  • Solved customer requests and escalations through Zendesk tickets.
  • Built custom reports based off of data and analytics to help customers make business decisions.

Education

Bachelor of Science - Tourism And Hospitality Management

California Polytechnic State University
San Luis Obispo
05-2015

GED -

University of Valladolid
Valladolid, Spain
12-2014

Associate of Science - Business Administration

Sierra College
Rocklin, CA
05-2013

Skills

  • Customer relationship management
  • Strategic account management
  • Cross-functional collaboration
  • Business review presentations
  • Problem solving
  • Effective verbal and written communication
  • Project management
  • Account updates
  • Salesforce and Gainsight
  • Customer advocacy
  • Customer retention
  • MS office
  • Documentation and reporting
  • Attention to detail
  • Self motivation
  • Multitasking and organization

Accomplishments

  • Conga Customer Champion Award 2023

Certification

  • Success Hacker Certification

Timeline

Strategic Customer Success Manager

Conga
08.2021 - Current

Customer Success Manager

Apto
10.2019 - 08.2021

Senior Customer Success Manager

TrustYou
08.2016 - 08.2019

Bachelor of Science - Tourism And Hospitality Management

California Polytechnic State University

GED -

University of Valladolid

Associate of Science - Business Administration

Sierra College

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