Emma Cooney
San Diego,California
Summary
Customer Success Manager with a strong record at BRYCER, achieving 98.5% client retention and onboarding over 90 accounts. Specializes in SaaS solutions and consultative sales, utilizing data analysis and client training to drive growth and improve customer satisfaction. Proficient in digital marketing strategies and establishing robust client relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
BRYCER - The Compliance Engine
Warrenville, USA
05.2023 - Current
- Manage 200+ city and county government SaaS accounts across a five-state Southwest U.S. region, overseeing onboarding, training, support, and ongoing customer success.
- Serve as a strategic advisor, delivering technical reporting and analytics solutions in partnership with internal IT and engineering teams.
- Drive account expansion through new products and services, contributing to consistent quarter-over-quarter ARR growth.
- Lead in-person trainings, executive presentations, and quarterly business reviews.
- Maintain 98.5%+ client retention and successfully onboarded 90+ new accounts within 18 months.
Classical Mat & Reformer Instructor
Classical Pilates Studio
Chicago, USA
01.2022 - 01.2025
- Delivered private and group Pilates instruction, designing customized programs focused on form, safety, and measurable client progress.
Operations & Event Coordinator
Ideal Consumer Events
Forest Park, USA
06.2022 - 05.2023
- Supported operations for 300+ weekly consumer brand events, managing staffing, scheduling, logistics, billing, and customer service.
- Led social media and digital marketing initiatives across multiple platforms to increase event engagement and brand visibility.
- Utilized Microsoft Access for event planning, data analysis, and supplier/distributor billing.
Hostess
Oxford Canteen
Oxford, USA
11.2021 - 05.2022
- Provided high-volume customer service, managed POS transactions, prepared food and beverages, and maintained service standards in fast-paced environments.
Bartender
Tangos
Oxford, USA
05.2021 - 09.2021
- Provided high-volume customer service, managed POS transactions, prepared food and beverages, and maintained service standards in fast-paced environments.
Education
Bachelor of Arts - Integrated Marketing Communications
University of Mississippi
Oxford, MS05.2022
Skills
- Account management and client success
- SaaS solutions and business development
- Consultative sales and project management
- Data analysis and reporting
- Client training and support
- Digital marketing strategies
- Google Workspace and Microsoft 365 proficiency
- Adobe Creative Suite expertise
- WordPress development and management
- Social media engagement tools
Certification
Mat and Reformer Classical Pilates Certification
Timeline
Customer Success Manager
BRYCER - The Compliance Engine
05.2023 - Current
Operations & Event Coordinator
Ideal Consumer Events
06.2022 - 05.2023
Classical Mat & Reformer Instructor
Classical Pilates Studio
01.2022 - 01.2025
Hostess
Oxford Canteen
11.2021 - 05.2022
Bartender
Tangos
05.2021 - 09.2021
Bachelor of Arts - Integrated Marketing Communications
University of Mississippi