Coray Roberts
Customer Success Manager
St. George,UT
Summary
Customer Success leader with a strong record of accelerating adoption, retention, and customer satisfaction across SaaS organizations. Led and scaled CS teams, delivering $3.5M in renewals and driving a 15% CSAT increase through operational rigor, data-backed decision-making, and high-impact customer playbooks. Highly effective at partnering with Sales, Product, and executive leadership to influence strategy, remove friction points, and deliver exceptional customer outcomes. Known for transforming onboarding and engagement processes that strengthen long-term value and reduce churn.
Overview
26
26
years of professional experience
3
3
Certifications
Work History
Sr. Partner Success Manager
PATHFUL
2022.03 - 2024.11
- Boosted Net Revenue Retention (NRR): Secured $3.5M in renewals across Nevada, Idaho, and LAUSD by implementing scalable customer success playbooks that increased adoption and minimized churn.
- Improved Customer Satisfaction: Increased CSAT by 15% through proactive engagement, data-driven insights, and process optimization.
- Streamlined Onboarding: Led Idaho statewide rollout across 250 schools, reducing onboarding time and ensuring high adoption and engagement.
- Team Leadership: Onboarded and coached 3 new team members, fostering performance and accountability in collaboration with cross-functional teams.
- Cross-Functional Alignment: Partnered with Sales, Product, and executive leadership to align goals, influence decisions, and ensure successful program execution.
Manager - Sr. Digital Succes | Technical | Project
HMH/SCHOLASTIC
2006.04 - 2021.10
- Customer Success Optimization: Improved customer satisfaction by 8–10% YoY by designing and implementing effective support strategies.
- Process & Onboarding Efficiency: Managed full project lifecycles, including iPad deployments and IT projects, streamlining processes for faster adoption.
- Team Leadership: Grew team from 9 to 18 tech support staff + 3 managers, providing coaching, feedback, and performance management.
- Cross-Functional Collaboration: Worked closely with Sales, Product, and leadership to ensure alignment, resource allocation, and customer success outcomes.
- Operational Oversight: Managed division operations with an $18M annual budget, ensuring strategic priorities and customer-focused initiatives were met.
Sr Field Engineer
Plato Learning (Now Edmentum)
2001.01 - 2006.04
- Statewide Implementation – $10 Million sale – Albertsons Fund - completed a software implementation in every school district in the state of Idaho.
- Reduced system failures by ~ 30% by identifying root causes and providing actionable recommendations.
Director of Customer Support
Wasatch Interactive Learning (Plato Acquired)
1999.01 - 2001.12
Education
Orgnational Leadership Classes
University of Phoenix
Tempe, AZ2018-01
Certificate of Technical Studies -
COSN (Consortium For School Network)
2016-01
Certificate of Technical Studies - INET + ACTC
Capella University
Certificate of Technical Studies - C JAVA/JAVASCRIPT MCSE/MCP/A/CNE
New Horzions
2000-01
Chemistry -
University of Utah
Skills
- Strategic Implementation & Leadership
- Project Management (PMP) & Sales Support
- Data-Driven Decision Making & KPI Analysis
- Data Imports/Exports & System Integrations
- Team Collaboration & Staff Development
- Client Relationship Management (CRM, Salesforce, ChurnZero, SIS)
- Strategic Implementation & Leadership
Certification
Churn Zero/Salesforce
Timeline
5 ways to control your time
2025-11
Churn Zero/Salesforce
2025-01
Sr. Partner Success Manager
PATHFUL
2022.03 - 2024.11
PMP
2015-01
Manager - Sr. Digital Succes | Technical | Project
HMH/SCHOLASTIC
2006.04 - 2021.10
Sr Field Engineer
Plato Learning (Now Edmentum)
2001.01 - 2006.04
Director of Customer Support
Wasatch Interactive Learning (Plato Acquired)
1999.01 - 2001.12
Orgnational Leadership Classes
University of Phoenix
Certificate of Technical Studies -
COSN (Consortium For School Network)
Certificate of Technical Studies - INET + ACTC
Capella University
Certificate of Technical Studies - C JAVA/JAVASCRIPT MCSE/MCP/A/CNE
New Horzions
Chemistry -
University of Utah