Fernanda McElravy
Boca Raton,FL
Summary
CUSTOMER SUCCESS MANAGER | ENTERPRISE B2B | SAAS | ELEARNING Strategic and results-oriented Customer Success Manager with 8+ years of experience driving value realization, retention, and growth for global enterprise B2B SaaS accounts. Proven track record of orchestrating cross-functional collaboration between Sales, Product, and Support teams to deliver high-touch, personalized customer experiences at scale. Expert in leveraging data-driven insights, CRM platforms like Salesforce and HubSpot, and executive-level presentations to align solutions with client business objectives. Adept at managing complex portfolios for Fortune 500 clients, consistently achieving high customer satisfaction, product adoption, and advocacy.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
getAbstract (SaaS company)
04.2017 - 03.2026
- Manage a global portfolio of enterprise customers, aligning training and learning initiatives with organizational goals to maximize adoption and retention.
- Maintained customer retention consistently above 95% by proactively managing risk, engagement, and stakeholder alignment.
- Delivered onboarding, training sessions, and virtual platform demos for new and existing customers, increasing early engagement and sustained utilization by 20–30%
- Analyze product usage data to identify risks, implement mitigation plans, and proactively address churn indicators.
- Partner cross-functionally with Product, IT, Editorial, Marketing, and Sales to resolve issues and improve customer experience.
- Build and execute customer success plans, value-realization strategies, and engagement campaigns. Present insights and business reviews that influence roadmap enhancements and strategic decisions.
- Identify upselling and expansion opportunities aligned to customer objectives and learning gaps.
- Maintain and build accurate account documentation, forecasting, and activity capture in Salesforce and internal systems.
- Drive expansion opportunities through value-based recommendations aligned with customer objectives.
- Maintain accurate forecasting, account planning, and CRM documentation for portfolio health.
- Consistently drove account retention and expanded utilization across a diverse global portfolio.
- Led onboarding and adoption strategies that improved platform engagement for high-value accounts.
- Strengthened enterprise relationships through proactive communication and consultative partnership. Managed enterprise clients including Microsoft, Bank of America, EY, and Whiteman, owning the full customer lifecycle (onboarding, adoption, retention, and renewals) with 96%+ retention year over year. Leveraged Salesforce and HubSpot to manage account health, customer engagement, and growth opportunities.
- Leveraged CRM and customer success platforms (Salesforce, HubSpot) to maintain accurate account records and monitor customer health. Tracked and analyzed KPIs including Net Retention Rate, NPS, churn, adoption, on-time delivery, content accuracy, and SLA performance to drive data-driven decisions and improve customer outcomes.
- Remote
Account Manager
Redi Carpet
03.2016 - 04.2017
- Managed enterprise and SMB accounts achieving revenue and retention targets.
- Strengthened customer relationships through proactive support and consultative conversations.
- Identified opportunities for upselling and renewals improving revenue performance.
- Remote
Higher Education Account Representative
CORT Business Services
01.2014 - 03.2016
- Owned South Florida territory consistently exceeding quarterly growth goals.
- Built long-term partnerships with higher education institutions improving customer satisfaction and program adoption.
- Created value-based solutions aligned with customer needs.
- Remote
Education
Master of Science - International Business Administration
Nova Southeastern University
Bachelor of Science - Business Administration
Nova Southeastern University
Skills
- Customer Success Management
- Enterprise Account Management
- B2B SaaS
- Client relations
- Reporting and Data Analysis
- Onboarding and Adoption Strategy
- Risk Identification and Mitigation
- Upsell & Expansion Strategy
- Virtual Training & Platform Demos
- QuickBooks, Gainsight & Salesforce CRM
- Account Growth & Churn Reduction
- Cross-Functional Collaboration
- Spanish Bilingual
Accomplishments
Awarded "Staff of the Year" for consistently exceeding annual performance goals by 115%, maintaining high client retention rates and driving excellence in service delivery across all enterprise accounts.
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Manager
getAbstract (SaaS company)
04.2017 - 03.2026
Account Manager
Redi Carpet
03.2016 - 04.2017
Higher Education Account Representative
CORT Business Services
01.2014 - 03.2016
Bachelor of Science - Business Administration
Nova Southeastern University
Master of Science - International Business Administration
Nova Southeastern University