Connor Rowe
Customer Success Manager
San Francisco,CA
Summary
Customer Success and Account Manager with experience building relationships, growing revenue, scaling operations, and navigating challenges and ambiguity at early-stage startups.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
DataGrail
06.2022 - Current
- Building and establishing scalable and replicable processes to oversee the operational management of customer accounts, executing full cycle from initiation and onboarding to term renewals
- Managing a $5 million ARR portfolio
- Collaborating closely with the sales teams, leveraging my technical and domain expertise to contribute valuable insights to grow specific opportunities
- Fostering strong customer relationships and managing relationships effectively for seamless implementation and integration of SaaS products within customers' existing ecosystems and workflows
Enterprise Customer Success Manager
Otter
08.2021 - 06.2022
- Assisted Otter's top 5 brands in achieving business value to get the most out of their investment with Otter business solutions
- Created successful roadmaps with Account Executives to identify objectives, goals, risks needed to build long-term client relationships
- Lead quarterly business review meetings with senior executives, discussing key operational metrics, and next steps in expanding partnerships
Mid-Market Account Manager
Postmates (Powered By Uber)
11.2020 - 08.2021
- Managed a $30M+ portfolio (annualized GMV) of national and mid-market restaurant brands from relationship building, reporting, contract re-negotiations, and expansions resulting in a churn rate of .2%
- Developed, prioritized and executed strategic marketing growth plans by working with teams across the organization, resulting in an average portfolio growth of 15% (Quarter over Quarter)
- Worked cross-functionally with Product and Account Management to bridge gaps in consumer insights with Engineering partners, producing an enhanced experience for the eater, driver, and restaurant on the platform
- Simplified sophisticated data insights leading restaurant partners to adopt new to market products
Account Coordinator
Postmates
11.2019 - 11.2020
- Identified process improvement opportunities by creating an operational onboarding guide, resulting in an increase of onboarding throughput by 40%
- Built SalesForce dashboards to analyze complex data to quantify the Account Management Teams largest operational obstacles
- Partnered with cross-functional teams. Being the voice of the customer; conveying their largest pain points, while effectively navigating internal processes with partners such as Product, Marketing, Operations, Finance, etc
- Identified risks and strategic opportunities across portfolios
SAP Consultant
Cintas
01.2018 - 10.2019
- Summarized and communicated complex ideas into a curriculum with a strong sense of how Account Managers think, operate, and absorb training
- Created simple training guides for intricate processes, decreasing the overall support tickets for the company by 10% (100 tickets per month)
- Implemented state of the art multi-million dollar ERP software system to multiple company sites nationwide
- Oversaw and minimized annual travel budget of $70,000 to prevent excessive company expenses
Management Trainee
Cintas
07.2016 - 12.2017
- Managed the overall performance of a team; providing leadership by fostering a safe working environment
- Mediated successful resolutions of customer related issues, while maintaining a high level of customer satisfaction leading to a customer churn rate of 0%
- Managed a portfolio of customers focusing on growing their business and improving Cintas’ margins
- Gathered and utilized business intelligence on prospects to support sales calls, product presentations, and driving new business
Education
Bachelor of Science - Business Administration And Management
University of Oregon
Eugene 05.2012 - 05.2016
Timeline
Customer Success Manager
DataGrail
06.2022 - Current
Enterprise Customer Success Manager
Otter
08.2021 - 06.2022
Mid-Market Account Manager
Postmates (Powered By Uber)
11.2020 - 08.2021
Account Coordinator
Postmates
11.2019 - 11.2020
SAP Consultant
Cintas
01.2018 - 10.2019
Management Trainee
Cintas
07.2016 - 12.2017
Bachelor of Science - Business Administration And Management
University of Oregon
05.2012 - 05.2016
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