COURTNEY BONHAM

• Lead a global Customer Success organization across multiple regions, ensuring consistent delivery of customer outcomes and operational excellence.
• Manage and develop a team of 6 Customer Success Managers, improving retention by 7% YoY through coaching, performance management, and structured success planning.
• Designed and implemented a customer health scoring framework, increasing proactive issue resolution by 20% and improving visibility into risk indicators.
• Built customer segmentation models that drove a 30% increase in upsell revenue through targeted engagement strategies.
• Partnered with Product and Sales to launch a redesigned onboarding program, reducing time-to-value by 17% and improving early-stage adoption.
• Spearheaded customer feedback and advocacy initiatives, raising NPS from 57 to 74 and increasing testimonial volume by 50%.
• Oversaw escalations and critical customer situations, ensuring timely resolution and maintaining high satisfaction across enterprise accounts.
• Delivered consultative guidance on publisher strategy, market trends, and programmatic execution to strengthen customer outcomes.
• Presented performance insights, adoption analytics, and strategic recommendations to executive stakeholders and partners.
• Leveraged a modern CS tech stack including Freshdesk, Claude, Rippling, Site24x7, Seismic, Kantata, Velaris, GiTea, and Lumina to streamline operations, enhance reporting, and improve customer engagement workflows.

• Exhibited strategic leadership in managing departmental functions, including relationship management, strategic reporting, and advocating for team needs to upper management.
• Consistently surpassed revenue and customer retention goals in assigned markets.
• Developed and nurtured robust client relationships, ensuring outstanding customer experiences.
• Recognized growth opportunities by analyzing client needs and market dynamics; evaluated business alternatives and provided actionable insights to leadership.
• Worked in conjunction with national and regional Sales teams to enhance value delivery to clients.
• Achieved annual sales objectives and customer retention goals through effective strategic planning and execution.
• Collaborated efficiently with Field Operations to respond to changes in client accounts and enhance service quality.
• Led the scheduling team, ensuring that client requirements were fulfilled with accuracy and efficiency.
• Served as the main point of contact for both internal and external stakeholders, managing escalations and promoting positive client relationships.
• Tracked client, market, and competitor activities to provide informed feedback to leadership regarding business needs and trends. Proactively identified and addressed ‘at-risk’ clients by implementing focused turnaround strategies.
• Responded swiftly to system alerts and emergencies, ensuring prompt and effective resolutions.
• Represented management in customer meetings, upholding company values and professionalism.
• Encouraged open communication throughout the organization by utilizing effective dissemination methods, aligning with broader goals to foster collaboration and transparency.

Managed key accounts, achieving 8% revenue growth through strategic client engagement.

Conducted 44 training sessions on fiscal management and compliance for enterprise clients.

Enhanced operations by overseeing contracts and improving service processes.

Resolved lifecycle issues for online customers, ensuring efficient problem-solving.

Led executive meetings to drive product adoption and organizational readiness.

Utilized CRM systems and ticketing platforms to accurately document support cases.

Proactively identified recurring technical issues, providing feedback for system improvements.

Assisted customers with troubleshooting network connectivity and device configurations.

• Managed key accounts, boosting revenue by 8% through strategic client engagement.
• Conducted over 44 training sessions on fiscal management and compliance for enterprise clients.
• Enhanced internal operations by overseeing contracts and improving service processes.
• Resolved lifecycle issues for online customers, ensuring efficient problem-solving.
• Led executive meetings, driving product adoption and organizational readiness.
• Drove 8% revenue growth managing enterprise technology accounts, exceeded quotas while orchestrating comprehensive training for 44+ customers on Verizon Enterprise services and profile migration.
• Led Lifecycle Issue Governance for diverse customer segments, ensuring seamless issue resolution while facilitating executive-level meetings with CIOs and IT management.
• Utilized CRM systems and ticketing platforms to track, manage, and document support cases with accuracy and attention to detail.
• Proactively identified recurring technical issues and provided feedback to development teams for system and product improvements.
• Assisted customers with troubleshooting network connectivity, device configurations, and account-related technical problems.
• Provided step-by-step guidance to customers on the use of Verizon systems, platforms, and applications, ensuring seamless experiences.
• Maintained detailed records of customer interactions and technical resolutions to improve service delivery and knowledge-sharing processes.

• Resolved 92% of customer inquiries on the first call, improving customer satisfaction scores by 15%.
• Assisted customers with troubleshooting technical issues, ensuring seamless service experiences.
• Processed account adjustments, payments, and activations with accuracy and efficiency.
• Collaborated with sales teams to upsell products and services, contributing to [specific percentage] revenue growth.
• Maintained detailed records of customer interactions to ensure follow-ups and issue resolution.