Summary
Overview
Work History
Education
Skills
Timeline
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Candice Knoll

San Francisco,CA

Summary

Customer centric leader with over ten years of experience delivering highly successful customer journeys and outperforming business KPIs, including upsell targets, DNR, retention, and MBOs. Currently leading a customer success teams through a transformational period of accelerated growth. Action and results driven approach resulted in an increase of over 100% in upsells y/y coupled with higher retention rate and team productivity.

Overview

12
12
years of professional experience

Work History

Head of LATAM and Canada Customer Success

Cloudflare Inc
10.2023 - Current
  • Leading value centric adoption enablement across all segments of Americas CS organization
  • Collaborates cross functionally with the Account Executives, Marketing, Engineering and BDR teams to elevate company presence in the region and maximize value delivered by CS team across LATAM and Canada
  • Shaped enterprise customer journey to facilitate scaling, automating repetitive touchpoints and saving around 60 hours of team members' time per quarter
  • Represents Cloudflare in global speaking engagements to facilitate hiring and increase visibility in key regions.

Manager, LATAM Customer Success

Cloudflare Inc
10.2021 - 09.2023
  • Implemented a meaningful targeted account engagement strategy that resulted in over 70 EBRs with top customers per quarter, increasing upsells by over 100% y/y
  • Hired, enabled and coached a team of six high performing CSMs and CSEs
  • Team's performance as measured by MBOs and KPIs averaged 50% higher than comparable teams, resulting in company-wide productivity awards
  • Led company wide renewals enablement process to leverage renewals as a compelling revenue event
  • Ran partner post sales enablement project on the post sales journey to improve partner engagement model
  • Prepares and presents Quarterly results to Global CS Leadership and cross functional leaders.

Senior Customer Success Manager

Cloudflare Inc
04.2020 - 10.2021
  • Developed close collaborative relationships as strategic advisor to largest accounts across LATAM, receiving CS MVP award.
  • Negotiated complex contractual renewals, retaining key customers and increasing DNR.

Customer Success Manager

Cloudflare Inc
09.2018 - 04.2020
  • Planned and executed first LATAM Customer Event, attended by top enterprise customers and select prospects, influencing over 10 business opportunities from the event
  • Localized resources and adapted collateral material to enhance LATAM customer engagement.

Senior Associate

Blueprint Life Science Group
10.2013 - 04.2017
  • 5Worked closely with customers to understand and deliver on their communication and investor relations goals
  • Created customer and investor engagement model to support business goals, strategically planning communication efforts around key milestones, creating momentum externally and engaging internal teams.

Associate

Blueprint Life Science Group
04.2012 - 09.2013
  • Strategically planned and implemented all marketing and public relations efforts for the company and customers, including designing, preparing and distributing corporate presentations, fact sheets, event invitations and logos for over 30 clients.
  • Tracked and analyzed results from each communications initiative, identifying trends and presenting results to customers.

Education

Masters in Business Administration -

University of California Berkeley Haas School of Business
Berkeley, CA
01.2018

Product Management Certificate -

University of California Berkeley Executive Education
Berkeley, CA
01.2018

BA, Marketing/Communication -

Universidade Potiguar, Natal, Brazil
Natal, Brazil
01.2006

Skills

  • Superb communication skills, enforced by formal training in coaching, negotiations, and conflict resolution
  • Highly skilled public speaker and presenter, with experience including Cloudflare TV speaking engagements, panelist moderator for Mid The Sec in São Paulo, customer events, and company wide presentation to over 1000 attendees
  • Customer success Strategy
  • Knowledgeable in Salesforce, Gainsight, Jira, Ninja Panel, Confluence and Zendesk
  • Cross functional collaboration
  • Fluent in Portuguese, English and Spanish

Timeline

Head of LATAM and Canada Customer Success

Cloudflare Inc
10.2023 - Current

Manager, LATAM Customer Success

Cloudflare Inc
10.2021 - 09.2023

Senior Customer Success Manager

Cloudflare Inc
04.2020 - 10.2021

Customer Success Manager

Cloudflare Inc
09.2018 - 04.2020

Senior Associate

Blueprint Life Science Group
10.2013 - 04.2017

Associate

Blueprint Life Science Group
04.2012 - 09.2013

Masters in Business Administration -

University of California Berkeley Haas School of Business

Product Management Certificate -

University of California Berkeley Executive Education

BA, Marketing/Communication -

Universidade Potiguar, Natal, Brazil

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Candice Knoll