CASANDRA MAROTTA
Mount Arlington,NJ
Summary
Customer Success Executive with 10+ years of experience leading enterprise customer relationships, driving adoption, and delivering measurable value from mission-critical software solutions. Trusted advisor to executive stakeholders across IT, Operations, Finance, Procurement, and healthcare-adjacent teams. Proven expertise in remediation planning, SLA governance, executive business reviews, and value realization within complex, regulated environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Customer Success Executive – Enterprise Accounts
Sakon
Concord, MA
01.2018 - Current
- Own executive relationships across 15 enterprise customers managing a $120M+ annual portfolio
- Serve as trusted advisor to VP and Director-level stakeholders, ensuring adoption, utilization, and long-term retention
- Lead global delivery teams of 50+ resources across multiple regions
- Act as primary escalation and remediation lead, developing customer-facing recovery plans for complex issues
- Drive Executive Business Reviews, roadmap alignment, and value realization reporting
- Ensure contractual entitlement tracking, SLA compliance, and governance aligned to Statements of Work
- Partner with Sales and Account Leadership to support renewals and expansion opportunities
Customer Success Manager
Sakon
Concord, MA
01.2015 - 01.2018
- Managed enterprise customer relationships with weekly, monthly, and quarterly governance cadences
- Delivered SLA performance reporting and remediation tracking to executive stakeholders
- Partnered with implementation teams to transition customers from onboarding to steady state
- Supported platform upgrades, system enhancements, and customer enablement initiatives
Client Account Manager
Market Data Services Limited (MDSL)
New York, NY
03.2010 - 01.2015
- Primary escalation point for large domestic and international enterprise accounts
- Produced month-end accrual and financial reporting for global client spend
- Led vendor management calls and dispute resolution
- Supported onboarding and operational transitions of new clients
- Monitored team productivity and reported performance metrics to senior leadership
Telecommunications Auditor
Shaheen & Associates
Armonk, NY
12.2002 - 11.2005
- Audited telecom billing and vendor contracts for compliance and accuracy
- Identified $750K+ in savings through audits and contract validation
- Led vendor negotiations achieving a 25% reduction on a $6M program
- Optimized wireless environments uncovering $1M+ in annual savings
Education
B.S. - Business Management
SUNY Empire State University
Skills
- Executive Stakeholder Engagement & C-Suite Partnership
- Enterprise SaaS Adoption, Optimization & Retention
- Remediation Planning & Escalation Management
- Contractual Entitlements & SLA Governance
- Executive Business Reviews & Strategic Roadmaps
- Salesforce & CRM Platforms
- Agile Delivery & Cross-Functional Program Leadership
Certification
- Agile Certification – 2025-09
- Project Management Certification – 2025-09
Timeline
Senior Customer Success Executive – Enterprise Accounts
Sakon
01.2018 - Current
Customer Success Manager
Sakon
01.2015 - 01.2018
Client Account Manager
Market Data Services Limited (MDSL)
03.2010 - 01.2015
Telecommunications Auditor
Shaheen & Associates
12.2002 - 11.2005
B.S. - Business Management
SUNY Empire State University