Gary Smith
Saratoga Springs
Summary
Customer Success and Account Management professional with 6+ years of experience owning post-sale customer relationships, driving retention, and expanding revenue across SaaS and service-based organizations. Proven ability to manage complex, high-touch accounts, lead onboarding and adoption, and deliver measurable customer outcomes tied to usage data and ARR. Track record of managing $1.6M+ in ARR, reducing churn through proactive risk identification, and increasing revenue through consultative upselling strategies. Trusted partner to executive and operational stakeholders, known for translating technical concepts into practical solutions and thriving in fast-paced, growth-stage environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Manager
ADT Home Security
11.2023 - Current
- Owned the post-sale experience for at-risk customers, achieving an average 73% retention (save) rate
- Drove an average 35% revenue uplift through consultative upsells of new products and services
- Managed high-volume escalations with empathy-based listening and structured problem-solving
- Identified churn risk and expansion opportunities through customer behavior, usage patterns, and feedback
- Built trusted relationships with customers by aligning solutions with operational and security needs
Customer Success Manager
Weave
12.2021 - 02.2023
- Owned post-sale success for a mid-market customer portfolio with $1.6M in managed ARR
- Drove product adoption and customer value through ongoing enablement, usage reviews, and success planning
- Leveraged customer metrics and product utilization data to identify upsell opportunities and increase account value
- Resolved complex customer issues by translating technical concepts into clear, practical guidance
- Served as a trusted advisor to customers, improving retention through proactive engagement and issue resolution
Branch Manager
Elwood Staffing
05.2018 - 10.2021
- Led operations for a multi-location workforce of 350+ employees while managing an internal leadership team
- Owned full P&L responsibility, increasing branch revenue from $1.5M to $6.7M net
- Developed and presented Quarterly Executive Business Reviews focused on performance, risk, and growth opportunities
- Managed budgets, forecasting, recruiting strategy, payroll, and operational execution
- Partnered with executive stakeholders to align staffing strategy with business outcomes
Merchant Support Account Manager
eBay
11.2016 - 05.2018
- Managed high-value business seller accounts, serving as the primary post-sale point of contact
- Resolved complex issues related to billing, performance metrics, platform functionality, and marketing tools
- Created performance reports and insights to guide seller decision-making
- De-escalated challenging customer situations while maintaining strong satisfaction and retention
Education
Bachelor’s - Applied Business Management
BYU Pathways
06.2028
Skills
- End-to-end customer success and post-sale account ownership
- Customer retention, churn prevention, and revenue expansion
- Driving product adoption and delivering measurable customer outcomes
- Data-driven account management using ARR, usage, and performance metrics
- Executive- and operational-stakeholder relationship management
- Customer onboarding, enablement, and implementation support
- Revenue growth through consultative selling and upsell strategies
- Handling complex escalations and customer advocacy
Certification
Certificate in Project Management April 2025
Timeline
Account Manager
ADT Home Security
11.2023 - Current
Customer Success Manager
Weave
12.2021 - 02.2023
Branch Manager
Elwood Staffing
05.2018 - 10.2021
Merchant Support Account Manager
eBay
11.2016 - 05.2018
Bachelor’s - Applied Business Management
BYU Pathways