Summary
Overview
Work History
Education
Skills
Timeline
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SAMANTHA PROVENCHER

Santa Monica,CA

Summary

Results-driven Senior Customer Success Manager with extensive experience managing a large book of business at scale. Skilled in program management, customer relationship development, and driving product adoption to achieve exceptional business outcomes. Strong track record of leveraging data and strategic initiatives to reduce churn, increase revenue, and enhance team capabilities. Adept at adapting to fast-paced environments, prioritizing initiatives, and providing expert-level guidance to customers and peers.

Overview

8
8
years of professional experience

Work History

Senior Growth Success Manager

Klaviyo
Santa Monica, CA
01.2022 - Current
  • Customer Portfolio Management: Managed a book of 800 customers with a Total ARR of $16.96M, achieving a Gross Churn of 2.92%, NRR of 120.4%, and a Net Upgrade rate of 1.7%.
  • Strategic Growth Initiatives: Promoted product adoption and growth through targeted strategy calls and tailored guidance based on customer data.
  • Risk Mitigation: Analyze At-Risk customers using Tableau and Gainsight, identifying trends to develop and implement mitigation strategies.
  • Cross-Functional Collaboration: Partnered with the Customer Growth team to enhance product features and streamline internal processes.
  • Team Development: Spearheaded the At Scale P2P program to upskill team members, fostering internal growth and collaboration.
  • Mentorship: Participated in the Klaviyo Mentorship Program, working closely with Kristina Radosevic (Director, CS APAC) to refine problem-solving and analytical skills.
  • SQL Generation: Delivered 31 Sales Qualified Leads (SQLs) YTD by aligning customer needs with new opportunities.

Growth Success Manager

Klaviyo
Boston , MA
08.2021 - 01.2022
  • Facilitating customer success and growth throughout the customer lifecycle.
  • Supporting a rapidly growing customer base while balancing an 'at-scale' mentality with a customer-centric approach is crucial for the success of the GSM.
  • Onboard new clients, so they are set up for success, proactive strategic advice and guidance, respond to client questions in a timely manner, provide Klaviyo best practices to ensure clients are achieving their initial business goals.
  • Research and develop 1:1 and 1:Many customer engagement strategies through email, live training and proactive scaled at-risk outreach.
  • Deliver actionable insights and strategic recommendations to the Customer Success, Support, and Product/Engineering teams.
  • Utilizing Gainsight's Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.

Upper SMB / MM Customer Success Manager

Klaviyo
Boston, MA
06.2019 - 08.2021
  • 2021 - 0.26% churn
  • Passionate about customer success and establish myself as the trusted advisor for 100+ customers.
    Devise strategies to help increase email revenue for all my customers through the Klaviyo platform.
  • Onboard new clients, so they are set up for success, continually provide proactive strategic advice and guidance, respond to client questions in a timely manner, provide Klaviyo best practices to ensure clients are achieving their business goals.
  • Proactively review customer dashboards, address any open issues, and ensure consistent messaging and appropriate escalation.
  • Test and create internal processes to help the team scale - Quarterly Transition Calls Playbook & CSM Resource Center playbook.
  • Head of Camaraderie Council - Manages a team that exists to create a culture of cross-pollination, improve communication, and celebrate our teammates to create an inclusive environment across Success and Support.

Recurring Technical Consultant

HubSpot
Cambridge, MA
01.2018 - 06.2019
  • Work directly with customers to build business relationships and help solve their ongoing HubSpot implementation, integration, and support needs.
  • Apply problem solving and solution skills to remedy internal roadblocks for customers, enabling them to get the maximum value from the HubSpot software.
  • Consult on Inbound Marketing using HubSpots Platform for email marketing and social media campaigns.
  • Continuously provide HubSpot product training and collaborate with other teams to support customer success.

Customer Support Specialist

HubSpot
Cambridge, MA
08.2016 - 12.2017
  • Provide high quality customer service and technical support for HubSpot Software to technical and non-technical end users.
  • Working with numerous customers on a daily basis to deliver effective customer support to our growing customer base. Ability to assist with customer complaints while always maintaining a positive and upbeat demeanor.
  • Deliver solutions to End Users with quick and effective problem solving skill to ensure customer satisfaction in a quick and timely manner.
  • Able to troubleshoot, document, and close an average of 15 cases per day.
  • Continually learning and staying up to date on constant changes and improvements to HubSpot Software.

Education

Bachelor of Arts - Film Production

Keene State College
2016

CTE Program - Video and Digital Media Production

Manchester School of Technology
2012

Skills

  • Proficient in all Klaviyo Tools
  • Excellent communication, time management
  • Great leadership skills, and also a team player
  • Quick learner, personable, passionate, great listening skills
  • Adaptable - Embraces change and challenges
  • Self-starter, takes initiative to achieve goals
  • Critical thinking skills

Timeline

Senior Growth Success Manager

Klaviyo
01.2022 - Current

Growth Success Manager

Klaviyo
08.2021 - 01.2022

Upper SMB / MM Customer Success Manager

Klaviyo
06.2019 - 08.2021

Recurring Technical Consultant

HubSpot
01.2018 - 06.2019

Customer Support Specialist

HubSpot
08.2016 - 12.2017

Bachelor of Arts - Film Production

Keene State College

CTE Program - Video and Digital Media Production

Manchester School of Technology

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SAMANTHA PROVENCHER