Summary
Overview
Work History
Education
Skills
Volunteer Experience
Certification
Timeline
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Devin Hicks

Vancouver,Washington

Summary

Senior Customer Success and Account Management Professional With a Passion for Relationship Building | Experienced in SaaS Contract Renewals, Executive Business Reviews, and Optimizing User Adoption

Overview

6
6
years of professional experience
1
1
Certification

Work History

Client Success Manager

Brightline
05.2024 - 11.2024
  • Managed a portfolio of 20+ strategic enterprise accounts, while maintaining up-to-date records in Gainsight to develop and track account plan milestones, risks, and engagement activities
  • Collaborated with marketing teams to design and execute tailored outreach campaigns, driving over a 100% increase in member activations quarter over quarter and enhancing benefit awareness
  • Implemented client retention strategies, including QBRs, leveraging data analytics to identify opportunities for improvement and optimal member engagement

Senior Customer Success Manager

Unite Us
02.2021 - 05.2024
  • Managed primary account holder responsibilities for a $1.5M+ ARR book of business, driving account growth and adoption through strategic relationship-building with stakeholders and executive sponsors
  • Led renewal initiatives totaling $2.3M in contract value with minimal churn by leveraging data-driven insights to optimize the customer journey and mitigate risks
  • Generated $620,000 in secured upsell revenue within TCV through proactive client account monitoring and identifying opportunities for upselling, cross-selling, and revenue growth while ensuring high customer satisfaction and retention

Executive Director

Enlivant
05.2020 - 02.2021
  • Led the sales team to significantly increase occupancy rates, implementing strategic outreach and building strong partnerships to drive steady revenue growth
  • Managed day-to-day operations, ensuring full compliance with regulatory standards while improving resident satisfaction and operational efficiency through data-driven decisions
  • Recruited, trained, and coached staff to create a high-performing team, fostering a compassionate, client-focused culture aligned with company values

Care Supervisor

Seventh Generation Eldercare
01.2019 - 05.2020
  • Led recruitment, training, and management of skilled caregiving team, ensuring high-quality care and compassionate support for residents
  • Developed and executed marketing strategies to increase visibility and attract new clients, contributing to revenue growth and stronger community presence
  • Managed sales process, from initial prospect outreach to contract signing, building lasting relationships with clients and their families to drive business development

Education

Bachelor of Arts - Social Sciences - Minor in Business Administration

Washington State University
Vancouver, WA

Skills

  • Account Renewals
  • Client Management
  • Communication
  • Conflict Resolution
  • Customer Success
  • Focus Group Facilitation
  • Joint Success Planning
  • Marketing Strategy
  • Project Management
  • Public Speaking
  • Risk Management
  • Slide Deck Creation
  • Strategic Planning
  • Quarterly Business Reviews
  • User Training & Onboarding

Volunteer Experience

  • Be My Eyes
  • Humane Society for Southwest Washington
  • Immigrant and Refugee Community Organization
  • Pacific Northwest Bleeding Disorders

Certification

  • Certified Customer Success Manager (CCSM) Level 1
  • ChurnZero Foundations Certified

Timeline

Client Success Manager

Brightline
05.2024 - 11.2024

Senior Customer Success Manager

Unite Us
02.2021 - 05.2024

Executive Director

Enlivant
05.2020 - 02.2021

Care Supervisor

Seventh Generation Eldercare
01.2019 - 05.2020

Bachelor of Arts - Social Sciences - Minor in Business Administration

Washington State University

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Devin Hicks