Open To Work
Brittany Weatherford
Customer Success Manager
SC
Summary
Strategic Customer Success Manager with over 10 years in enterprise client portfolio management and marketing solutions. Expertise in SaaS customer success, ad tech, and audience strategy drives effective data-driven strategies for client retention and revenue growth. Strong collaborator skilled in presenting insights to achieve impactful results.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
RainFocus
12.2022 - 01.2026
- Led end-to-end customer lifecycle management, exceeding customer retentions metrics by developing and executing customer success plans focused on measurable ROI and long-term goals.
- Owned a portfolio of enterprise SaaS customers, serving as the primary strategic advisor and executive point of contact across the full customer lifecycle.
- Partnered with VP, Director, and C-suite stakeholders to align platform capabilities with business objectives, growth initiatives, and operational outcomes.
- Delivered executive business reviews and success planning sessions, facilitating ongoing stakeholder communications that connected platform performance to strategic impact.
- Orchestrated cross-functional teams across Sales, Solutions Engineering, Product, Operations, Billing, and Finance, ensuring seamless delivery and improved customer outcomes.
- Proactively identified risk signals, addressed adoption challenges, and partnered with Sales to support retention, renewals, and revenue expansion.
- Championed the voice of the customer, providing feedback to internal teams to influence roadmap priorities and improve customer experience.
- Tracked and reported on key success metrics including renewal rate, gross and net revenue retention, and customer satisfaction, contributing to enhanced overall customer experience.
Customer Success Manager
Equifax
04.2016 - 12.2022
- Managed strategic enterprise relationships with Fortune 500 Employers in multi-industries, serving as the primary trusted advisor.
- Partnered closely with Senior Account Executives to develop renewal strategies, expansion opportunities, and executive-level proposals.
- Led in-person Executive Business Reviews (EBRs/QBRs), including on-site travel, presenting outcomes, benchmarks, compliance posture, and forward-looking strategic roadmaps to senior leadership.
- Demonstrated executive presence, communicating with VP or C-suite stakeholders to align solutions with business risk mitigation and operational efficiency.
- Supported customers using complex, regulated SaaS and data solutions, translating Affordable Care Act (ACA) and workforce compliance requirement into clear, actionable business guidance.
- Owned customer lifecycle management, including onboarding, adoption, value realization, renewals, and retention, ensuring seamless customer experiences.
- Proactively identified risk indicators related to compliance, adoption, or operational change, addressing issues early to protect retention and customer confidence.
Project Manager
Equifax
12.2014 - 04.2016
- Acted as the primary customer-facing lead during implementation, establishing trust, cadence, and clear communication with enterprise stakeholders.
- Orchestrated cross-functional delivery teams across Product, Engineering, Operations, Compliance, and Client Services to ensure on-time, high-quality go-lives.
- Led multiple concurrent enterprise client implementations, ensuring alignment with client goals and timelines.
- Proactively identified and managed implementation risks and dependencies, escalating issues early to sustain project momentum and bolster customer confidence.
- Developed and executed structured onboarding plans, including milestones, success criteria, risk mitigation strategies, and readiness assessments.
- Improved implementation efficiency and early customer adoption by standardizing processes, documentation, and stakeholder alignment.
- Facilitated smooth handoff from implementation to ongoing customer success management, establishing a strong foundation for long-term client relationships.
- promoted to customer success manager
Technical Resource Coordinator
Blackbaud
05.2011 - 12.2014
- Executed software implementations with clients, ensuring timely delivery and high client satisfaction.
- Acted as a liaison across all internal delivery departments to ensure successful project execution.
- Identified, assigned, and coordinated project resources based on skill set and availability.
- Set clear client expectations regarding project structure, scope, and timelines.
- Guided clients through kickoff calls, educating them on data submission requirements and implementation processes.
- Led kickoff calls for all projects involving data conversions.
- Maintained Salesforce projects with comprehensive records of client communications and scopes of work to support project transparency.
- Partnered with clients and external consultants to expedite issue resolution, enhancing project continuity.
Account Development Representative
Blackbaud
06.2010 - 05.2011
- Executed outbound prospecting with a consultative sales approach to uncover customer needs and create new business opportunities.
- Used a consultative sales approach to identify customer needs and position solutions.
- Conducted discovery conversations to qualify prospects and book high-value meetings for Account Executives.
- Managed pipeline activity to drive growth for new and existing customers.
- Managed pipeline activity and supported new and existing customer growth.
- Liaised between Sales, Services, and Technical teams to ensure smooth onboarding and delivery processes.
- Utilized CRM tools to track outreach, pipeline, and activity metrics.
- advanced to technical resource coordinator
Account Manager
CBS Radio
St Louis
02.2009 - 10.2009
- Established strong relationships with key clients, enhancing customer retention and loyalty.
- Collaborated with marketing to design and implement promotional campaigns that increased customer engagement.
- Analyzed sales data to improve strategies and drive revenue growth.
- Conducted market research to identify emerging trends and customer needs, informing product development.
Project Manager
Phoenix Creative
St Louis
05.2008 - 02.2009
- Developed project plans outlining scope, resources, and deliverables for successful execution.
- Managed multiple projects with competing deadlines simultaneously.
- Identified and mitigated potential project issues by coordinating risk management strategies.
- Facilitated cross-functional meetings to address challenges and promote collaboration among teams.
- Aligned stakeholders through effective communication on project goals and timelines.
- Established strong partnerships with teams, vendors, and contractors to enhance project collaboration.
Education
Bachelor of Arts - Advertising & Marketing Communications
Webster University
St Louis, MO05-2008
Skills
- Customer retention
- Customer advocacy
- Product adoption
- Upsell techniques
- B2B account management
- Client management
- Stakeholder engagement
- Cross-functional collaboration
- C-suite engagement
- Revenue strategies
- Audience strategy
- Contract negotiation
- CRM expertise
- Salesforce proficiency
- Salesforce proficiency
Timeline
Customer Success Manager
RainFocus
12.2022 - 01.2026
Customer Success Manager
Equifax
04.2016 - 12.2022
Project Manager
Equifax
12.2014 - 04.2016
Technical Resource Coordinator
Blackbaud
05.2011 - 12.2014
Account Development Representative
Blackbaud
06.2010 - 05.2011
Account Manager
CBS Radio
02.2009 - 10.2009
Project Manager
Phoenix Creative
05.2008 - 02.2009
Bachelor of Arts - Advertising & Marketing Communications
Webster University