Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erica Loux

Layton

Summary

Enterprise Customer Success Leader | Strategic Problem Solver


Results-driven Enterprise Customer Success Manager with 15+ years of experience in the SaaS & technology space. Proven track record driving customer engagement strategies, building and maintaining strategic relationships, solving technical issues, and collaboration cross-functionally. I have successfully managed a book of business over $3M in ARR, enhancing customer satisfaction and retention through insightful analysis, strategic initiatives, with structured execution and exceptional communication.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Success Manager

PowerFleet (previously MiX Telematics)
08.2022 - Current
  • Manage Strategic Accounts and serve as main point of contact
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Owned customer journey from onboarding to renewal, ensuring seamless adoption and measurable business impact.
  • Partnered with Sales, Product, and Support to driver customer retention, account growth, and product enhancements
  • Managed a book of business exceeding $3M ARR, driving retention and expansion initiatives

Customer Success Manager

Dutchie
09.2021 - 08.2022
  • Managed a portfolio of enterprise customers, developing engagement strategies that increased platform adoption and revenue growth
  • Led onboarding, training and optimization initiatives to enhance customer experience and operational efficiency
  • Provided actionable insights based on customer data to drive business decisions and improve user satisfaction
  • Partnered with Product and other teams to refine solutions based on customer feedback and market trends

Senior Customer Success Manager

Omnitracs (previously SmartDrive Systems)
03.2018 - 07.2021
  • Served as the primary point of contact for key enterprise accounts, ensuring seamless onboarding and ongoing success with fleet safety and telematics solutions
  • Build executive-level partnerships and conducted quarterly business reviews to align goals and performance metrics
  • Collaborated with Product and Engineering teams to influence solution enhancements based on customer feedback
  • Developed structured customer engagement plans, increasing retention and revenue expansion
  • Provided mentorship and guidance to junior CSMs, forestering a culture of excellence

Customer Success Manager

OneLogin
08.2017 - 03.2018
  • Developed and maintained relationships with key accounts to ensure security and identify management solutions were fully integrated and optimized
  • Conducted training session and strategic business reviews to align solutions with IT security policies and compliance needs
  • Partnered with Sales to identify expansion opportunities and drive renewals
  • Assisted in product implementation planning and served as a technical liaison between customers and internal teams

Sr Solutions Specialist /Client Account Manager

Lytx
05.2013 - 08.2017
  • Provided expert knowledge and guidance to internal teams on program management solutions and best practices, ensuring optimal performance and client satisfaction
  • Proactively monitored client issues, identified trends, and assisted in managing timely resolution to maintain high levels of account satisfaction
  • Conducted training for internal teams on release features, enhancements and known defects to ensure effective communication and knowledge base with customer-facing teams
  • Served as key liaison between clients and the Product Marketing and Product Development teams, representing the voice of the customer to facilitate product development to align with customer needs
  • Served as subject matter expert for several products and solutions to internal teams and customers

Education

Business Administration

American Public University
Washington, DC

Skills

  • Experienced with Microsoft software
  • Experienced with SalesForce and Gainsight
  • Customer relationship development
  • Customer engagement strategies
  • Account management
  • Cross-functional teamwork
  • Key accounts development

Certification

Certified Customer Success Manager (CCSM) Level 1


Timeline

Customer Success Manager

PowerFleet (previously MiX Telematics)
08.2022 - Current

Customer Success Manager

Dutchie
09.2021 - 08.2022

Senior Customer Success Manager

Omnitracs (previously SmartDrive Systems)
03.2018 - 07.2021

Customer Success Manager

OneLogin
08.2017 - 03.2018

Sr Solutions Specialist /Client Account Manager

Lytx
05.2013 - 08.2017

Business Administration

American Public University

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