Cassandra Shukitis
Tampa,FL
Summary
Client Success Manager with 4+ years of experience in SaaS and digital marketing environments. Proven ability to lead teams, enhance operational efficiency, manage escalations, and improve client satisfaction. Expert in driving product adoption, conducting quality assurance, and developing processes that promote seamless customer support. Adept at creating scalable processes that optimize team operations, resulting in improved client experiences and overall satisfaction. Skilled in CRM systems like Salesforce, CMS, SEO, and analytics, with a passion for delivering exceptional client outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager
Luxury Presence
03.2024 - Current
- Manage client portfolios of 80+ accounts, providing strategic support with CMS, Google Analytics, SEO, and digital marketing services.
- Partner with cross-functional teams to deliver on client goals.
- Spearheaded AI Lead Nurture and Contact Management beta testing projects, streamlining workflows and improving efficiency.
- Managed client escalations, delivering timely solutions and providing feedback to team members.
- Collected feedback that led to an optimized new hire onboarding process that increased CSMs client readiness.
- Own client assignment across CSM team, ensuring equitable book sizes
Client Success Manager
Luxury Presence
06.2021 - 03.2024
- Managed client portfolios of 60+ accounts, providing strategic support with CMS, Google Analytics, SEO, and digital marketing services.
- Drove over 30 upsells and maintained a 5 CSAT score, contributing to an overall GRR of 94% year-to-date.
- Facilitated monthly and quarterly client meetings, analyzing key metrics and proposing improvement strategies.
- Led training initiatives for the Client Success team, optimizing onboarding materials and increasing team proficiency.
Account Manager
Roger West Creative & Code
01.2020 - 06.2021
- Managed 20 client accounts, establishing and nurturing relationships while identifying upsell opportunities
- Collaborated with internal teams to ensure client success, providing CMS, email, and content support
- Developed project scopes, tracked retainer budgets, and provided clients with consistent updates on progress and KPIs.
Marketing Intern
Roger West Creative & Code
04.2019 - 01.2020
- Assisted in managing social media accounts and creating content for blogs and PR.
- Gained proficiency in CMS platforms, SEO, and email marketing strategies, contributing to client campaigns.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
Education
Bachelor of Arts in Sales and Marketing Education -
University of South Florida
Tampa, FL01.2019
Associate of Arts in Business -
State College of Florida
Sarasota, FL01.2017
Skills
- Team Leadership & Coaching
- Client Handling: Escalations, Expansions & Product Utilization Management
- Quality Assurance
- SOP Improvement
- CRM Systems (Salesforce, HubSpot, SharpSpring)
- Performance Metrics: SEO, Paid Media & Google Analytics
- Project Management & Cross-Functional Collaboration
Certification
- Google Analytics (2019)
- Google Ads (2019)
- Salesforce (2021)
- HubSpot (2021)
- Digital Marketing 3.0: Google PPC Ads | Focus On Real Estate (in progress)
Accomplishments
- Owned new hire onboarding for 18 CSMs, while maintaining a large BoB.
- Chosen to participate in Pro Plan rollout. Provided executive-level feedback to improve processes and resources prior to rolling out to all CSMs.
- 100% client satisfaction rate with a 5 CSAT score.
- Reduced client escalation cases by 20% by developing a new feedback loop for team members.
- Increased team efficiency by streamlining SOPs and introducing Google Classroom for onboarding.
Personal Information
Title: Senior Client Success Manager
Timeline
Senior Client Success Manager
Luxury Presence
03.2024 - Current
Client Success Manager
Luxury Presence
06.2021 - 03.2024
Account Manager
Roger West Creative & Code
01.2020 - 06.2021
Marketing Intern
Roger West Creative & Code
04.2019 - 01.2020
Bachelor of Arts in Sales and Marketing Education -
University of South Florida
Associate of Arts in Business -
State College of Florida
- Google Analytics (2019)
- Google Ads (2019)
- Salesforce (2021)
- HubSpot (2021)
- Digital Marketing 3.0: Google PPC Ads | Focus On Real Estate (in progress)
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