Summary
Overview
Work History
Education
Skills
Timeline
Generic
Chelsea Cartwright

Chelsea Cartwright

Atlanta,GA

Summary

A results-driven customer success leader with a proven history at Twitter, Catalyte, and Intuit Mailchimp, Specializing in customer success and training and development. Strengths include structuring comprehensive training programs, enhancing interpersonal communication skills, identifying customer needs and providing tailored solutions.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Intuit Mailchimp
Georgia, Remote
04.2024 - Current
  • Managed a portfolio of 300+ client accounts, driving retention and growth through QBRs, Success Plans, and strategic optimization meetings leading to a consistent 40%+ engagement.
  • Converted competitor accounts by delivering personalized product demonstrations and consultative use-case alignment, showcasing ROI and long-term value.
  • Represented the company at multiple in-person client events, conducting personalized 1:1 sessions to build trust and support small business owners.
  • Designed and executed engaging, educational email campaigns that improved CSM-client interaction rates and promoted ongoing learning opportunities.
  • Fostered long-term client success through proactive outreach, personalized strategies, and continuous alignment with evolving customer goals.

Sales Trainer

Catalyte
, Remote
05.2023 - 03.2024
  • Oversee and manage the execution of the Sales/Account Management pathway development program, including facilitating engaging and impactful training sessions, curriculum development, and apprentice growth. This resulted in an 85% graduation rate, with four apprentices going to Spotify, and three staying in-house.
  • Designed an innovative six-week curriculum, effectively equipping apprentices with high-level skills, resulting in significant cost savings for clients through reduced hiring expenses and improved employee ramp-up times.
  • Provide guidance and mentorship to apprentices in the program to help develop soft skills and ensure retention of information, through weekly 1:1 sessions, and curated exams and projects.
  • Developed and Adapted training content and delivery methods to meet specific needs of the cohort, to guarantee understanding of material.
  • Incorporate industry best practices, sales-specific knowledge and emerging trends into training materials to ensure relevance and effectiveness.
  • Collaborate with department leaders and clients to ensure alignment of curriculum and guarantee highly skilled, Day one ready apprentices.
  • Continued management and support of apprentices throughout deployment to clients, with weekly syncs, group recap sessions, and ongoing skill development.

Customer success partner (SMB Client Partner)

Twitter, Inc.
Chicago, USA
05.2022 - 01.2023
  • Promoted to Customer success partner after one year of managing the team's highest-revenue book, 128% Q1 2022.
  • Served 50-110 clients, regularly leading meetings and presentations about new products, policies and ad performance.
  • Acted as the liaison to the Ads Policy team. Meeting regularly with the Revenue Policy and Business Integrity teams to provide client feedback.
  • Worked cross-functionally to train and streamline processes for outbound sales reps to understand complex policies, and explain them to their clients.
  • Explained Policy issues relating to digital advertising campaigns to stakeholders (Internal and external) to mitigate campaign stoppage.
  • Partnered with the Trust & Safety team to examine client needs around current policies, to encourage consistent revisions and updates.
  • Advanced initiative to provide non-profit organizations resources to further their causes through specific non-profit educational training courses, and by providing dedicated reps for campaign support, including planning, launch, optimization, and troubleshooting.
  • Developed and facilitated organization new hire training specific to Government and Cause, Healthcare, and Sports Betting policies.

Customer Success Specialist II

Twitter, Inc.
Atlanta, USA
01.2021 - 05.2022
  • Brought in $1.2M in net new revenue in the first year ($300k+ specific to government and cause-based advertisers).
  • Activated 150+ new advertisers, generating net new spend on the platform through outreach and continued partnership, including product updates and cadence calls.
  • Spearheaded the government and cause-based SMB initiative by becoming the subject matter expert and working cross-functionally with our Revenue Policy, TCS Government and Causes, and Business Integrity teams.
  • Identified and removed roadblocks for advertisers running paid media campaigns in specialized verticals through ongoing training, campaign overviews, and in-depth monthly campaign review RFPs.

Account Manager- Hitachi Vantara

N3 Results
Atlanta, USA
10.2019 - 12.2020
  • Improved product utilization through product training and continued AI education.
  • Collaborated with Hitachi partners to architect and design infrastructure plans based on client needs, systems and budget.
  • Cultivated and managed prospect relationships by initiating communications, and conducting follow-ups to move opportunities through the sales cycle.

Inside Opportunity Manager- KOFAX

N3 Results
Atlanta, USA
11.2018 - 10.2019
  • Presented clients with a high-level overview and demo of products.
  • Introduced various industries to Robotic Process Automation and the value it brings to the IT infrastructure.
  • Identified and developed a sales pipeline of customers through prospecting, existing, established, and targeted accounts.

Business Development Rep- Qlik

N3 Results
Atlanta, USA
07.2018 - 11.2018
  • Researched target demographics, economic trends and customer needs to create strategies for new business opportunities.
  • Built relationships with existing customers, investors, and partners through consistent follow-ups, reliable communications, and frequent updates on product developments.
  • Managed client information using Salesforce and Microsoft Dynamics CRM to track progress.
  • Presented daily sales pitches, product reports, and other valuable data to potential prospects to promote the brand.

Education

Masters - Public Policy

Georgia State University
Atlanta, GA
05.2018

Bachelor of Science - Criminal Justice

Florida A&M University
Tallahassee, FL
08.2014

Skills

  • Customer relationship management
  • Strategic planning
  • Training development
  • Revenue growth
  • Curriculum development
  • Process improvement
  • Sales process optimization
  • CRM software
  • Business development
  • Client retention
  • Salesforce CRM

Timeline

Customer Success Manager

Intuit Mailchimp
04.2024 - Current

Sales Trainer

Catalyte
05.2023 - 03.2024

Customer success partner (SMB Client Partner)

Twitter, Inc.
05.2022 - 01.2023

Customer Success Specialist II

Twitter, Inc.
01.2021 - 05.2022

Account Manager- Hitachi Vantara

N3 Results
10.2019 - 12.2020

Inside Opportunity Manager- KOFAX

N3 Results
11.2018 - 10.2019

Business Development Rep- Qlik

N3 Results
07.2018 - 11.2018

Masters - Public Policy

Georgia State University

Bachelor of Science - Criminal Justice

Florida A&M University

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