Elizabeth Dawson Peiro-Evans
Chicago,IL
Summary
Strategic and results-oriented Senior Customer Success Manager with a proven track record of managing high-value SaaS portfolios. Expert in driving retention (96%+), cross-functional collaboration, and consultative problem-solving for enterprise-level clients. Adept at identifying growth opportunities through data analytics and streamlining the customer journey to maximize ROI.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Supermetrics
10.2022 - Current
- Architected success plans for a high-value portfolio of 50-70 enterprise accounts with an average ARR of $50,000, focusing on long-term value realization and executive-level alignment.
- Acted as a strategic liaison between Engineering, Product, and Design to architect custom technical solutions and resolve systemic roadblocks for Tier 1 clients.
- Spearheaded a major initiative to re-engineer the enterprise onboarding framework, driving measurable gains in time-to-value and long-term product stickiness.
- Leveraged advanced client health analytics to proactively mitigate churn risk and identify high-propensity expansion opportunities, directly contributing to portfolio revenue growth.
- Synthesized 'Voice of the Customer' insights into actionable product requirements, directly influencing the development of new tools and features to meet evolving market demands.
Customer Success Manager
Supermetrics
05.2021 - 10.2022
- Managed the largest North American client portfolio with a combined annual revenue of $1.5 million USD.
- Maintained status as a top performer in customer retention, averaging a 96% annual retention rate.
- Conducted regular quarterly success reviews to align with client goals and manage expectations throughout the customer journey.
Client Success Account Manager
Meltwater
01.2020 - 05.2021
- Orchestrated strategic partnerships with C-suite Marketing and Communications executives to align platform capabilities with global brand outreach and reporting KPIs.
- Managed a high-impact portfolio of 87+ accounts with a combined monthly recurring revenue (MRR) of $73K, focusing on long-term scalability and client health.
- Facilitated Executive Business Reviews (EBRs) to synthesize client feedback into actionable growth roadmaps and expansion opportunities.
- Consulted on software utilization and strategic goal alignment to proactively mitigate churn and drive enterprise-wide adoption.
Room Operations Manager
Marriott International – Marriott Marquis
01.2019 - 01.2020
- Supervised 60+ employees across 5 departments within the Front Office and Housekeeping.
- Achieved $100,000 in revenue through the implementation of the FPG Upgrade Program.
- Utilized Salesforce GXP to increase Guest Satisfaction Scores with a target goal of 70%.
Education
Bachelor of Science - Hotel, Restaurant and Tourism Management
University of South Carolina
Skills
- Technical Skills: Salesforce (GXP), Jira, Zendesk, Looker, Google Sheets, Data Analytics, Product Demos
- Core Competencies: Project Management, Cross-functional Leadership, Strategic Onboarding, Retention Strategy
Languages
Spanish
Timeline
Senior Customer Success Manager
Supermetrics
10.2022 - Current
Customer Success Manager
Supermetrics
05.2021 - 10.2022
Client Success Account Manager
Meltwater
01.2020 - 05.2021
Room Operations Manager
Marriott International – Marriott Marquis
01.2019 - 01.2020
Bachelor of Science - Hotel, Restaurant and Tourism Management
University of South Carolina