Hugh Gallagher
Customer Success Manager
Glen Allen,VA
Summary
Results-driven Senior Customer Success Manager with over a decade of experience managing enterprise SaaS accounts, enhancing customer lifecycle health, and driving renewal and growth opportunities. Trusted advisor to Fortune 500, public, and enterprise clients. Consistently translates insights into actionable strategies for improved adoption, retention, and value realization. Proven expertise in developing success frameworks, proactively identifying churn risks, and fostering cross-functional collaboration to address challenges and drive revenue growth.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Account & Customer Success Manager
Rimini Street
Remote, VA
11.2023 - 11.2024
- Company Overview: Leading provider of ERP software support and services for Oracle, VMware, SAP, and AWS / $430M revenue & 2,500 employees
- Managed a portfolio of 50+ enterprise accounts, aligning client goals with service delivery to ensure customer satisfaction, renewals, and account growth.
- Developed and executed customer success plans and roadmaps, proactively identifying and mitigating retention risks.
- Served as Trusted Advisor, collaborating with Sales, Product, and Engineering to drive customer growth and solution optimization.
- Contributed to self-service resource center development; created enablement content and training collateral to drive product adoption.
- Partnered in contract renewals, assisting in proposal development and commercial discussions.
Enterprise Client Solutions & Success Leader
Kyndryl, Inc. (FKA IBM GTS)
Remote, VA
09.2019 - 10.2023
- Company Overview: Global leader in managed IT infrastructure services, post-IBM separation / $18B revenue & 80,000 employees
- Oversaw enterprise SaaS and managed services portfolios for global clients, including cloud, AI, and cybersecurity solutions.
- Managed executive relationships and led QBRs/MBRs with senior stakeholders.
- Secured $110M+ in new logo and expansion revenue; consistently delivered 80%+ retention and $5M+ in ARR growth per account.
- Developed customer roadmaps, drove cross-sell/upsell strategies, and monitored adoption metrics to influence renewals.
- Ensured compliance with FedRAMP, NIST, and ISO frameworks for secure infrastructure clients.
Business Development, Sales & Customer Success Manager
Smartmatic USA (HQ London)
Remote, VA
01.2012 - 08.2019
- Company Overview: SaaS technology provider for government solutions globally / $500M revenue & 500 employees
- Drove and led strategic growth by identifying, developing, and closing new business opportunities while ensuring the ongoing success and satisfaction of existing clients.
- Managed full customer lifecycle: onboarding, enablement, support, renewals, and growth across government and enterprise clients.
- Closed largest contract in company history ($282M), including product delivery, security compliance (NIST/ISO), and CISA critical infrastructure designation.
- Delivered tailored onboarding and training sessions for DHS/state agencies.
- Created internal playbooks and success frameworks to support scalable service delivery and feature adoption.
- Drove 95%+ client retention rate and increased solution usage through alignment of business goals and technology roadmaps.
Education
Master of General Administration - MIS Concentration
University of Maryland Global Campus
Bachelor of Science - Business Administration
Longwood University
Skills
Customer Success Management (CSM)
Enterprise Account Management
SaaS / Cloud Solutions
Customer Health Monitoring & Retention
Strategic Success Plans & QBRs
Renewals, Upsell & Expansion Strategy
Cross-Functional Collaboration (Sales, Product, Services)
RightAnswers / Knowledge Management
Trusted Advisor Relationship Building
Contract Negotiation & Proposal Development
Risk Identification & Mitigation
Salesforce & CRM Management
Certification
AWS Certified Cloud Practitioner, Credential ID: uc-d1dbc9ca-4949-4c73
MILITARY SERVICE
Commissioned Engineering Division Officer, United States Navy — led engineering operations aboard Guided-Missile Destroyer (DDG) surface combatant.
Accomplishments
- Closed and managed the largest new logo contract in Smartmatic USA history ($282M), demonstrating expertise in high‑stakes negotiations and enterprise account management.
- Closed multiple multi-year new logo deals while at Kyndryl (FKA IBM GTS) valued at $110M including expansion contracts with Fortune 500 and Government customers.
Timeline
Senior Account & Customer Success Manager
Rimini Street
11.2023 - 11.2024
Enterprise Client Solutions & Success Leader
Kyndryl, Inc. (FKA IBM GTS)
09.2019 - 10.2023
Business Development, Sales & Customer Success Manager
Smartmatic USA (HQ London)
01.2012 - 08.2019
Bachelor of Science - Business Administration
Longwood University
Master of General Administration - MIS Concentration
University of Maryland Global Campus