EDEN PIRES

Own customer outcomes and alignment to drive adoption and growth

• Generated 125% Net Revenue Retention in Q3 by identifying expansion opportunities from Health and NPS score
• Developed multiple deep stakeholder relationships with executive sponsors and decision makers to confirm renewals within 120 days
• Maximized product value and adoption by building executive dashboards, end-user playbooks, automation, and renewal forecasts to embed product into key business processes.
• Reduced time to value from 8 weeks to 4 weeks by focusing on quick wins during onboarding.

Manage entire customer lifecycle post sales for 40 enterprise customers in retail and e-commerce totaling $1 million in ARR

• Produced more than 30% of expansion/upsell ARR (~$240,000) for entire CS organization (20 CSMs) in 2021
• Awarded highest CS performer in 2020 (15 CSMs) and 2021 (20 CSMs) by leading CS team in net revenue retention above 130%
• Saved each CSM ~3 hours per week by creating more than 180 video content for internal and external training and best practices

Responsible for creating new onboarding role designed to reduce time to value.

• Formulated onboarding playbook to enhance customer experience and ensure seamless hand off between sales and customer success.
• Scaled team from 1 to 5 people while simultaneously onboarding 20 new clients each month
• Refined KPIs to complete onboarding within 14 days instead of 30 days.
• Monitored daily production metrics and conducted weekly team meetings

Responsible for entire sales cycle pipeline including prospecting, discovery, demonstration, negotiation, and contractual agreement

• Maintained 100% renewal rate with 10+ customers
• Exceeded quarterly revenue targets and pipeline generation
• Mentored new and existing SDRs to ramp faster and get promoted by six months instead of one year