Ivana Perla
VA
Summary
Senior Customer Success Manager with 7+ years of experience driving retention, expansion, and customer growth across $10M–$12M ARR portfolios. Proven track record of 98%+ KPI attainment and 106% net revenue retention through strategic account management, data-driven decision making, and executive stakeholder engagement. Recognized for scaling customer success operations, mentoring high-performing CSM teams, and leading cross-functional initiatives that improve customer outcomes and revenue performance.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Extensiv
03.2022 - Current
- Led hiring and onboarding for new CSMs, shortening ramp time and enhancing team readiness.
- Act as mentor for the CSM team and coached CSM peers on consultative account review techniques, enhancing team confidence and producing measurable improvements in account health.
- Managed and expanded a book of business of $10M–$12M ARR, prioritizing customer retention and growth.
- Supported process-driven activities by preparing documentation, reports, and logs for tracking sales metrics.
- Delivered a consistent record of 98% achievement on yearly Metrics and KPI targets.
- Managed contract negotiations for short- and long-term agreements with diverse stakeholders including owners, founders, and partners.
- Engaged and hosted various types of calls including Implementation Kick-Off, Mid-Danger Zone, Graduation, QBRs, and Renewal calls.
- Collaborated with support and implementation teams to address customer concerns, resulting in improved overall satisfaction.
Team Lead of Customer Success
Edlio
08.2019 - 03.2022
- Led a Client Success team managing 600+ school accounts to maintain a 95% retention rate.
- Managed account portfolio generating over $6M in annual revenue through strategic client engagement.
- Executed monthly marketing campaigns that generated 20% increase in customer-driven revenue.
- Streamlined onboarding processes, reducing client setup time and enhancing satisfaction scores.
Clinical Technician
Inova Health Systems
07.2017 - 07.2019
- Collected and processed laboratory specimens to ensure accuracy of results and timely delivery of reports.
- Maintained patient records in Epic, ensuring confidentiality and accuracy through meticulous data entry.
Medical Assistant / Office Manager
Ashburn Walk-In Clinic
08.2013 - 08.2017
- Managed patient scheduling and cut no-show rates through targeted reminder outreach and follow-up.
- Maintained confidential medical records while speeding retrieval to support timely physician care.
Education
Associate of Science - Sociology
Northern Virginia Community College
High School Diploma -
Broad Run High School
Skills
- Salesforce
- ChurnZero
- Pendo
- HubSpot
- Outreach
- AWS
- JIRA
- Microsoft SQL
- Dynamics GP
- Notion
- Trello
Accomplishments
Trust Core Value Award (2025): Recognized for leadership and impact on team performance
Languages
Spanish
Native/ Bilingual
Timeline
Senior Customer Success Manager
Extensiv
03.2022 - Current
Team Lead of Customer Success
Edlio
08.2019 - 03.2022
Clinical Technician
Inova Health Systems
07.2017 - 07.2019
Medical Assistant / Office Manager
Ashburn Walk-In Clinic
08.2013 - 08.2017
Associate of Science - Sociology
Northern Virginia Community College
High School Diploma -
Broad Run High School