Gareth Evans
Customer Success Manager
Prosper,TX
Summary
Results-driven customer success manager with 15 years of global experience. Expert in building strategic client relationships, driving retention, growth, and profit.
Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
7
7
years of professional experience
2003
2003
years of post-secondary education
Work History
Customer Success Manager
Stratus
Prosper, TX
11.2024 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Customer Success Manager
Factur
Plano, Texas
04.2024 - 11.2024
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate success
- Crafted cold outreach email campaigns for Manufacturers with view to producing sales leads
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions
Customer Success Manager
Applied Systems
Prosper, TX
02.2023 - 11.2023
- Built strong relationships with client partners and improved product adoption as well as cross selling additional products
- Ensuring client churn is at a minimum while increasing customer advocacy
- Provided first-class customer service, resulting in high NPS scores
- Collaborated with internal teams to resolve customer issues and communicate customer product requests
- Analyzed and solved challenging customer requests using creative solutions
- Developed and implement account plans to achieve customer retention and growth
- Conducted quarterly business reviews, monitoring customer health, strategy and usage metrics
Client Success Manager
Lifeblue
04.2022 - 11.2022
- Strategic and supportive client partner at every stage of the partnership
- Focused on building loyalty to ensure long-term client retention
- Assisted the CEO with establishing the CS department and processes
- Managed customer onboarding and product training
- Educated customers on the use and benefits of products and services
- Recorded and report customer feedback to upper management
- Collaborated with the sales team to ensure accurate messaging of product features and capabilities
- Developed relationships with customers to ensure a positive customer experience
Sr. Customer Success Manager
Lexipol
05.2019 - 06.2022
- Consistently delivered excellent client support to a portfolio of 500+ Fire, EMS & Police departments, ensuring the learning management system meets their needs
- Managed onboarding, with a hands-on approach to campaign setup
- Improved retention with regular check-in calls, renewal discussions, and impromptu health checks
- Provided highly-responsive product, technical and creative support
- Facilitated resolution of customer concerns and provided feedback to Sales and/or Product teams
- Contributed to internal product discussions, identifying product issues and improvements
Sr. Customer Success Manager
Kibo
04.2018 - 05.2019
- Provided exceptional service to a portfolio of worldwide clients
- Offered strategic recommendations to clients on successfully implementing the company's eCommerce, Order Management, Personalization, and Mobile Point of Commerce solutions
- Identified, defined, and pursued phased upsell and cross-sell opportunities within the account base
- Collaborated internally with Support and Product teams to ensure timely resolutions of customer escalations
- Successfully retained a key multi-million-dollar account by playing an integral role in their RFP process, onsite visits, and multiple demos
- Conducted in-person client solution alignment workshops and Monthly/Quarterly Business Reviews
Education
BA - Business Studies Marketing
University of Glamorgan
Skills
CRM Systems
Highly Effective Presentation Skills
Customer Advocacy
Problem Solving
Strategic Planning
Google Suite
Analytical Skills
Proactivity
Customer Account Management
Client relations
Strategic planning
Strategic communications
Training and mentoring
Customer advocacy
CRM software
Timeline
Customer Success Manager
Stratus
11.2024 - Current
Customer Success Manager
Factur
04.2024 - 11.2024
Customer Success Manager
Applied Systems
02.2023 - 11.2023
Client Success Manager
Lifeblue
04.2022 - 11.2022
Sr. Customer Success Manager
Lexipol
05.2019 - 06.2022
Sr. Customer Success Manager
Kibo
04.2018 - 05.2019
BA - Business Studies Marketing
University of Glamorgan
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