Elisabeth Appleton
Washington,DC
Summary
Results-driven Customer Success professional with 12+ years of experience building executive relationships, driving adoption, and delivering measurable business outcomes. Skilled at leveraging customer insights and data to reduce churn, grow account value, and guide strategic initiatives across cross-functional teams.
Overview
12
12
years of professional experience
5
5
Certifications
Work History
Principal Success Manager
Slack
02.2024 - Current
- Prioritized a diverse enterprise portfolio by balancing retention risks, adoption gaps, and expansion opportunities, consistently protecting ARR while driving $2M+ in new growth
- Built and maintained trusted executive relationships across 7 enterprise accounts, advising C-suite leaders on how Slack capabilities support transformation, productivity, and operational excellence
- Directed a multi-phase global rollout of 18,000 users, aligning success strategies and governance to exceed adoption milestones, achieving 95% platform adoption within 45 days
- Developed repeatable playbooks, value frameworks, and assets to improve delivery quality and accelerate customer maturity across the organization
- Co-led strategic initiative to support adoption of new Salesforce integration capabilities across managed and unmanaged customers, expanding reach across a majority of Salesforce clients
Senior Success Manager
Slack
11.2021 - 02.2024
- Accelerated platform adoption and maturity across enterprise accounts by creating joint success plans aligned with executive business outcomes, increasing usage and reducing time-to-value
- Mitigated $3.2M in potential churn through strategic account management, personalized support, and proactive issue resolution
- Partnered with Sales and Solutions Engineers to develop account strategies, driving 62% YoY revenue growth in enterprise accounts
- Collaborated with customer admins and developers to implement workflow automation, integrations, and Slack-first processes, enhancing productivity and reducing operational costs
Customer Experience Manager
Bloomberg
11.2018 - 11.2021
- Directed success and growth for 25+ enterprise accounts, driving adoption, value realization, and revenue expansion
- Served as technical Subject Matter Expert, demonstrating product value and use cases, contributing to $1M+ in new business
- Identified customer friction points and implemented process improvements, boosting NPS and CSAT
- Conducted market research and customer interviews to inform product roadmap and go-to-market strategy
- Launched an OnDemand video program to accelerate product education and adoption
Customer Success Manager
Bloomberg
01.2017 - 11.2021
- Managed an $8M enterprise portfolio of Fortune 500 companies and national accounting firms, building senior executive relationships to drive adoption and uncover expansion opportunities
- Delivered customized onboarding and deployment strategies, achieving 96% retention and accelerating customer outcomes
- Analyzed utilization and satisfaction metrics to inform product improvements and optimize internal processes
- Led kick-offs, Executive Business Reviews, and adoption workshops, boosting engagement and measurable platform value
Account Manager
Hobsons
10.2014 - 01.2017
- Exceeded revenue targets by 8% (FY 2015) and 12% (FY 2016) by identifying customer needs and expanding adoption of Hobsons cloud solutions
- Owned RFP responses and subscription renewal contracts, managing relationships and communications with key stakeholders
- Created customer success assets—including case studies, references, and whitepapers—to drive adoption and showcase value
Customer Support Specialist
Ellucian
10.2013 - 10.2014
- Delivered high customer satisfaction by resolving inquiries and technical issues quickly and effectively
- Identified and pursued cross-selling opportunities across higher education institutions, driving incremental revenue
Education
Bachelor of Science -
Pennsylvania State University
University Park, PASkills
- Executive relationship management
- Value realization framework
- Process improvement initiatives
- Problem solving
- Cross-functional leadership
- Customized success & enablement programs
- Workflow automation
- Customer friction resolution
Accomplishments
GSO Retention Hero, 2023
Certification
Salesforce AI Associate Certification, 2024
Timeline
Principal Success Manager
Slack
02.2024 - Current
Senior Success Manager
Slack
11.2021 - 02.2024
Customer Experience Manager
Bloomberg
11.2018 - 11.2021
Customer Success Manager
Bloomberg
01.2017 - 11.2021
Account Manager
Hobsons
10.2014 - 01.2017
Customer Support Specialist
Ellucian
10.2013 - 10.2014
Bachelor of Science -
Pennsylvania State University