Elizabeth Haynes

• Strategic Account Architecture: Architected and implemented a strategic account planning process to drive adoption and ensure value realization across the full Workforce Solutions product suite.
• Revenue Growth (NRR): Drove Net Revenue Retention, achieving +14% YOY revenue growth in a $20MM book of direct and channel partner business.
• Retention & Expansion: Secured $46MM+ in future business by leading complex multi-year contract negotiations, resulting in a +12% price uplift.
• Client Advocacy: Established a customer health scoring and advocacy program and delivered results of NPS=57, CSAT=93%.

• Strategic Operations & CRM Implementation: Directed business operations, leading a year-long digital transformation and CRM migration to optimize client data management and workflow efficiency.
• Client Retention: Managed end-to-end client lifecycle for a high-net-worth portfolio, driving business development and retention through white glove service delivery and operational best practices.

• Organizational Leadership: Built and led a 50-person Client Success and business development organization, focused on retention and expansion across a $300MM SaaS/FinTech P&L in a hyper-growth environment.
• Strategy & Playbook Design: Defined the Client Success strategy and operational playbook, setting KPIs to maximize client lifetime value (CLV) and retention predictability.
• Net Revenue Retention (NRR): Achieved retention of >95%, setting an all-time division record.
• Client Health: Achieved the #1 NPS rating across the division, confirming high client health and advocacy.

Promoted through multiple leadership roles

• Enterprise Negotiation: Led business development for a $180MM portfolio of strategic clients (e.g., Best Buy, Home Depot), successfully negotiating a complex 5-year enterprise MSA.
• Data-Driven Solutions: Collaborated across product and marketing teams to deploy BI and analytics capabilities, enhancing client marketing effectiveness and ROI.
• Strategic Operations (Chief of Staff): Served as Chief of Staff to a senior executive, leading enterprise-wide strategy, business planning, and operational execution.
• Scalable Service Models: Built and led a team of 150 professionals, developing a shared-service delivery model to serve the SMB client base profitably at scale.