Summary
Overview
Work History
Education
Skills
Timeline
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Horatio Andrean

Brooklyn,NY

Summary

Results-oriented Customer Success Manager with 9 years of experience in the SaaS industry. Proven track record of exceeding renewal and expansion quotas, driving customer satisfaction, and cultivating strategic partnerships. Skilled in team leadership, customer retention, and revenue growth. Adept at developing and implementing customer success strategies, driving adoption, and aligning with executive stakeholders. Strong expertise in hiring, onboarding, and coaching high-performing teams. Seeking a Manager, Customer Success role to leverage my leadership skills and drive customer success outcomes in a dynamic and growth-oriented organization.

Overview

7
7
years of professional experience

Work History

Team Lead, Enterprise Customer

Branch Metrics
03.2022 - Current
  • Oversaw end-to-end recruitment process, hiring and managing a team of customer success managers
  • Conducted regular 1:1 meetings to drive timely renewals, assess customer risk, and foster professional development
  • Managed portfolio of Strategic accounts worth over $1.75M ACV, surpassing quota with over 90% Gross Revenue Retention (GRR)
  • Led US-wide customer success weekly meetings, curating impactful agendas to foster alignment and collaboration.

Senior Customer Success Manager

Branch Metrics
09.2021 - 02.2022
  • Managed $3M book of strategic and enterprise customers, driving exceptional results through effective upsells and cross-sells.
  • Led engaging and outcome-focused customer calls, setting agendas and identifying innovative use cases to achieve client KPIs
  • Facilitated team training sessions during offsites, enhancing business review delivery and maximizing customer success outcomes
  • Conducted onboarding sessions for sales and customer success employees, emphasizing importance of renewals.

Customer Success Manager

Branch Metrics
08.2019 - 08.2021
  • Cultivated relationships with $2M book of Enterprise clients, developing tailored success plans aligned with their KPIs
  • Conducted Quarterly Business Reviews (QBRs) to ensure ongoing strategic check-ins, identify upsell opportunities, and strengthen partnerships
  • Delivered comprehensive product training to clients, enabling optimal utilization of Branch's dashboard and driving value.

Strategic Customer Success Manager

Return Path
01.2018 - 06.2019
  • Nurtured and expanded largest accounts valued at $5,079,723, driving contract renewals and minimizing churn
  • Achieved 94% net renewal rate through proactive client interactions and by presenting additional Return Path offerings
  • Secured multi-year contract deals averaging $1,087,267 annually, along with incremental sales of $528,234.

Customer Success Manager

Return Path
09.2016 - 12.2018
  • Managed end-to-end sales cycles, attaining 89% net renewal rate and generating incremental sales of $330,502
  • Developed comprehensive account plans and conducted regular calls and meetings to drive long-term business value.

Education

Bachelor of Arts - Sociology

Boston College
Chestnut Hill, MA
05.2014

Skills

  • Salesforce CRM
  • Jira
  • Zuora
  • MS Suite
  • G-Suite
  • Gainsight
  • Solution Selling
  • Agile Methodology
  • Zoom
  • Ironclad
  • Upselling Techniques
  • Team-Building Exercises

Timeline

Team Lead, Enterprise Customer

Branch Metrics
03.2022 - Current

Senior Customer Success Manager

Branch Metrics
09.2021 - 02.2022

Customer Success Manager

Branch Metrics
08.2019 - 08.2021

Strategic Customer Success Manager

Return Path
01.2018 - 06.2019

Customer Success Manager

Return Path
09.2016 - 12.2018

Bachelor of Arts - Sociology

Boston College

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Horatio Andrean