Faye Leahy
Temecula,CA
Summary
Strategic Customer Success Executive known for high productivity, efficiency, and team morale. Specialize in change positivity, people leadership, and revenue retention and growth. Excel in communication, problem-solving, adaptability, and relationship building.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director, Enterprise Customer Success
Pluralsight
09.2024 - Current
- Lead and mentor 8 CSMs supporting high-growth potential Enterprise brands
- Quarterback renewal and expansion opportunities, partnering daily with Sales and VP+ internal teams to help drive the business forward.d
- Actively reshaping Customer Success playbooks and best practices across the entire customer journey by segment
- Leveling up the way Pluralsight shows up in-market, reinforcing customer obsession as the root of every action
Director of Client Strategy, Strategic
Attentive
01.2021 - 07.2024
- First West Coast CS Director who helped scale and onboard entire Strategic West Coast team of 30+ people
- Successfully lead a 13 person team of Managers, CSMs and CSAs supporting top-tier enterprise brands such as GAP brands, Crocs, Michaels, Signet banners, Deckers brands, and Alo Yoga
- Grew book from $30M+ to $50M+ ARR through renewal, up-sell, cross-sell and expansion opportunities
- Personally lead all commercial strategy and contract negotiations, executive engagement, and forecasting
Head of Customer Success
Tagger by Sprout Social
06.2017 - 01.2021
- Hired and mentored Customer Success team from scratch, scaling to 8 international CSMs and CSAs
- Created process, tiered support model, playbooks, onboarded tooling and partnered daily with ELT
- Built and maintained great relationships with brand and agency clients, typically including VP and C-Suite levels
Manager, Programmatic Customer Success
Sharethrough
02.2016 - 06.2017
- Hired, onboarded and managed a team of 6 CSMs
- Oversaw success of regional accounts with combined spend of $20M+ ARR
- Lead Customer Success team through The Trade Desk integration from start to finish
- Facilitated company-wide ongoing education of the programmatic space to increase expertise in DSP knowledge
Team Lead, Customer Success
Sharethrough
02.2015 - 02.2016
- Created and facilitated structured onboarding program used across the entire Customer Success team
- Trained and mentored regional Customer Success team while maintaining key customer account support
- Collaborated with cross-functional department team members to maximize efficiencies and improve internal resources
Senior Customer Success Manager
Sharethrough
07.2014 - 02.2015
- Owned all post-sales efforts including renewals for company's largest book of business
- Grew book to $8M+ ARR
- Supported strategic brands such as McDonald's, Beam Brands, Ford, State Farm, P&G, Nordstrom, Pier 1, and Kraft
Customer Success Manager
Sharethrough
07.2013 - 07.2014
- Owned all post-sales efforts for company's largest book of business
- Grew book to $6M ARR+
- Created and presented QBRs and ABRs to both agency and brand direct clients
Campaign Manager
Multiview
06.2011 - 07.2013
- Owned all post-sales efforts for direct-sell display campaigns within vertical Association brands
- Oversaw internal display ad creation based on client objectives
- Analyzed ad performance and offered optimizations based on client KPIs for 100+ Mid-Market and SMB clients
Sales Manager
Wyndham Hotels and Resorts
05.2010 - 06.2011
- Developed business transient accounts for 244 guest room property with over 16k sq ft of meeting space
- Prospected potential sales leads through Knowland, Insight and Hotelligence 360
- Prepared guest room resumes, banquet event orders and contracts in Caterease
Education
Bachelor of Arts - Communication
St. Edward's University
Austin, TXSkills
- Discipline
- Maximizer
- Significance
- Deliberative
- Harmony
Certification
- Gainsight - Certified Professional - CSM Level 1
- Gainsight - Advanced Certification - CSM Level 2
- Gainsight - Adv. Certification - CS Leader Level 3
- Gainsight - CS Operations Certified Professional
- LifeLabs Learning - Leading Change
Timeline
Director, Enterprise Customer Success
Pluralsight
09.2024 - Current
Director of Client Strategy, Strategic
Attentive
01.2021 - 07.2024
Head of Customer Success
Tagger by Sprout Social
06.2017 - 01.2021
Manager, Programmatic Customer Success
Sharethrough
02.2016 - 06.2017
Team Lead, Customer Success
Sharethrough
02.2015 - 02.2016
Senior Customer Success Manager
Sharethrough
07.2014 - 02.2015
Customer Success Manager
Sharethrough
07.2013 - 07.2014
Campaign Manager
Multiview
06.2011 - 07.2013
Sales Manager
Wyndham Hotels and Resorts
05.2010 - 06.2011
Bachelor of Arts - Communication
St. Edward's University
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