Carly Gillingham
Austin,TX
Summary
Dynamic leader with over 12 years of experience in Client Success, Product, Sales, and Implementation functions, recognized for building and scaling high-performing teams that drive significant revenue growth. Extensive collaboration with Sales and Product leadership resulting in the execution of impactful customer-facing programs that generate incremental revenue. Spearheaded voice-of-customer programs with Product and Engineering, ensuring close looping on product insights.
Overview
12
12
years of professional experience
Work History
Global Lead, Technical Solutions Support
Tiktok
01.2021 - 06.2025
- Led technical implementation team for TikTok's Signal, Attribution, and Performance products for Enterprise and Growth advertisers with high-touch, white-glove, consultative support, managing over $250mil in revenue.
- Partnered closely with Sales and Product Leadership teams to drive product adoption, improving BoB adoption by over 54%.
- Oversaw cross-functional projects; such as our GTM integration and within the first two weeks of launch we received GTM signals from 4K pixels, contributing 39M (7%) client-side and 38M (22%) server-side signal volumes.
- Signals Implementations led to an average CPA (Cost Per Acquisition/Action) decrease of 10% and an overall spend increase of $2.5m per quarter.
- Collaborated with Sales and Product Strategy teams to accelerate revenue growth and identify expansion opportunities across key industry verticals.
- Improved operational efficiency by developing dashboards and optimizing workflows to streamline reporting and enhance decision-making.
- Drove product enhancements by serving as the Voice of the Customer, collecting feedback, conducting competitor analysis, and estimating growth in partnership with Product Managers and Solutions Engineering teams.
Director, Customer Success
Nacelle
01.2021 - 12.2021
- Increased velocity on key actionable metrics like ticket response and resolution time by facilitating recurring ticket training, team coverage protocols, workflow and automation improvements, and implementation of individual JIRA dashboards for reps to track results.
- Built incident severity matrix and escalation process from scratch, assigning customer SLA’s for Success reps, and internal SLA’s for Engineering. As a result, despite a 45% increase in the volume of total tickets, we improved our average response time by 60% and average resolution time by 25%.
- Spearheaded Voice of Customer program which resulted in at least 10 feature requests being added to the product roadmap QoQ.
- Implemented metrics for Client Success: Client Satisfaction, Retention, Client Engagement, Product Adoption and NPS.
- Collaborated with Product and Marketing to develop Customer Journey Maps and corresponding email campaigns for different Client touchpoints.
- Partnered with Engineering to perform monthly site performance and code audits, and delivered optimization suggestions and training to clients based on results.
Manager, Customer Success
Indeed.com
02.2016 - 09.2020
- Managed Client Success teams focused on supporting our U.S. Enterprise, High Growth, and Acquisition clients.
- Grew Client Success team from 1 rep to over 50 reps in our Austin, TX office, and started a brand-new international Client Success team supporting our Mexico clients.
- Exceeded 100% KPI achievement for client retention, client satisfaction and feature adoption YoY.
- Led a team of Client Success reps supporting Account Executives with books of business totaling $150mil+ and coached team on optimizations to help sales achieve 122% of their revenue goal for 2019.
- Identified training and reporting gaps for our core KPI’s: CSAT and Client Retention, and worked with Training and Business Intelligence to create Tableau Reports and e-learnings for reps which increased performance for both metrics by over 40% and 100%, respectively.
- Spearheaded Voice of Rep program, liaising with product teams to push through product improvements based on client feedback.
- Worked with our Indeed Targeted Ads product team to automate new product activation & set-up, saving 100+ Client Success man hours.
- Established Client Success and Sales workflow for our Company Pages Premium product launch, and created necessary resources to support Client Success during this rollout.
Team Lead, Customer Success
Indeed.com
02.2015 - 02.2016
- Influenced multi-product deals and upsells through expert data storytelling.
- Conducted onboarding & training for new hires, and scheduled weekly 1:1’s to provide strategic advice on campaign performance, and acted as mentor and advisor to Client Success Specialist.
- Managed larger revenue, high-touch or sensitive accounts, as well as accounts with complex technical setups.
- Acted as a mentor and advisor to Client Success Specialists.
Customer Success Specialist
Indeed.com
02.2014 - 02.2015
- Delivered expert level advice regarding Indeed’s advertising solutions for clients and adapted recommendations to suit client’s varying hiring goals and needs.
- Managed over $50mil in revenue, with average retention of 92%.
- Consulted with clients on implementing web site improvements, targeted job content and effective applicant tracking systems.
- Implemented strategies to increase customer retention through proactive outreach initiatives, leading to a 23% increase in upsells.
Sales Representative
Signpost
06.2013 - 01.2014
- On average, achieved 125% of revenue goal QoQ.
- Advised clients on campaigns to run which would generate maximum revenue, while also maintaining relationships to upgrade post-sales retention and drive referrals for Signpost.
Education
Bachelor of Arts - English
University of Texas At Austin
Austin06-2012
Skills
- Technical implementation
- Data analysis
- Client engagement
- Dashboard development
- Product enhancement
- Customer relationship management
- Voice of customer
- Technical solutions
Timeline
Global Lead, Technical Solutions Support
Tiktok
01.2021 - 06.2025
Director, Customer Success
Nacelle
01.2021 - 12.2021
Manager, Customer Success
Indeed.com
02.2016 - 09.2020
Team Lead, Customer Success
Indeed.com
02.2015 - 02.2016
Customer Success Specialist
Indeed.com
02.2014 - 02.2015
Sales Representative
Signpost
06.2013 - 01.2014
Bachelor of Arts - English
University of Texas At Austin