Desiree D. Martinelli
Denver,CO
Summary
Results-oriented Head of Customer Success focused on driving client satisfaction and retention through strategic initiatives and data analysis. Skilled in aligning client needs with business objectives and fostering strong relationships. Proven ability to implement churn prevention strategies and collaborate across teams to enhance customer journeys. Dynamic leader with expertise in customer success, specializing in retention strategies, onboarding, and journey mapping. Proven track record in enhancing client engagement and driving account growth through data-driven insights.
Overview
11
11
years of professional experience
Work History
Head of Customer Success: North America
Macrium Software
08.2024 - Current
- Architected enterprise-scale Customer Success transformation strategy across North America, implementing scalable onboarding frameworks, Client Journey Analytics, and predictive Churn Prevention models that improved Net Revenue Retention (NRR) by 7% over 2 years and reduced customer churn from 15% to 5%
• Drove measurable account growth and expansion initiatives through strategic alignment of success programs with executive business objectives, delivering 96% gross retention rate and $8M in incremental upsell revenue
• Led cross-functional strategic partnerships with Sales, Product, and Engineering leadership, establishing integrated value delivery frameworks that accelerated company growth by 25% and influenced $20M+ in product roadmap decisions at the executive level
• Partnered with C-suite and global leadership to develop comprehensive Customer Health Scoring systems and predictive Churn Prevention models, creating data-driven success metrics that informed board-level strategic planning and enabled proactive client intervention strategies
• Built and scaled a high-performance Global Customer Success organization
Key Metrics: 7% NRR improvement | 60% churn reduction (10% to 4%) | $8M upsell revenue growth | 96% gross retention | 90% team retention
Sr. Manager, Customer Success:North America
Macrium Software
05.2024 - 08.2024
- Designed and executed customer success strategies that enhanced lifecycle management, retention, and customer satisfaction.
- Developed educational content to facilitate customer adoption.
- Acted as key liaison between internal teams and customers to promote alignment and effective value delivery.
- Mentored junior staff members on best practices for account management & customer success strategies
Customer Success Manager
TechInsights
Denver, Colorado
07.2022 - 05.2024
- Managed 200+ accounts, driving revenue through renewals, upsells, and strong relationship building.
- Built and optimized CRM strategies to enhance reporting, forecasting, and client engagement.
- Led transition of newly acquired service, achieving a 50% renewal rate within two months.
- Drove cross-functional collaboration with revenue ops and sales enablement to streamline customer support.
Key Account Manager (Contract)
PromoLeaf
12.2021 - 01.2023
- Managed 60+ accounts, delivering tailored product solutions and actionable market insights.
- Developed new business opportunities through proactive lead sourcing and strategic networking.
- Improved product offerings by analyzing trends and collaborating with cross-functional teams.
Territory Manager: Rocky Mountain
Bio-K+ International Inc.
07.2018 - 11.2021
- Collaborated with coast-to-coast KAMs to establish multi-regional sales goals, aligning strategies across regions.
- Strengthened relationships with store management to secure optimal product placements, boosting sales.
- Led demo teams and budget planning across multiple states.
- Delivered quarterly reports while managing field marketing initiatives to enhance brand visibility.
Manager of Operations
FitFam
05.2015 - 08.2018
- Directed daily operations, enhancing vendor relations, customer service, and team management.
- Developed and implemented operational plans, creating process documentation to streamline workflows.
- Launched customer support training programs, strengthening brand presence through social media and events.
Skills
- C-suite advisory and reporting
- Revenue forecasting
- Strategic Customer Success Strategy
- Net revenue retention and account management
Strategic thinking - Operational excellence
- Customer health analytics
- Data-driven decision making
- Cross-functional leadership
- Churn prevention and risk mitigation
- Cross-functional collaboration
Timeline
Head of Customer Success: North America
Macrium Software
08.2024 - Current
Sr. Manager, Customer Success:North America
Macrium Software
05.2024 - 08.2024
Customer Success Manager
TechInsights
07.2022 - 05.2024
Key Account Manager (Contract)
PromoLeaf
12.2021 - 01.2023
Territory Manager: Rocky Mountain
Bio-K+ International Inc.
07.2018 - 11.2021
Manager of Operations
FitFam
05.2015 - 08.2018