Summary
Overview
Work History
Education
Skills
Timeline
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Jackson Garvey

Chicago,ILL

Summary

Results-driven Senior Customer Success Manager with 8+ years of experience, specializing in SaaS platforms. Maintained a client retention of 97% and over $4.4 million in ARR. Expert in personalized success plans and proactive risk mitigation. Collaborative leader experienced in cross-functional work to execute concurrent initiatives that meet customer needs and objectives, maximize client experience, and enhance market presence on time and within budget with attention to detail in a high-pressure setting

Overview

7
7
years of professional experience

Work History

Senior Client Success Manager

Ontic
05.2022 - Current
  • Maintain a lifetime 97% renewal percentage across previous and existing book of business ($4.4M+ in ARR kept)
  • Manage 20 clients across industries, totaling $3.3M+ in ARR. Focusing on successful product adoption, success planning and ensuring that each client is meeting their stated business objectives.
  • Collaborate cross-functionally to ensure voice of the client is being represented, and that their challenges and/or requests in the platform are documented and executed by the product and engineering teams.
  • Work closely with the Account Management team to identify growth potential for clients.
  • Represent success team at conferences/events including GSX, ISC West, ATAP, and partner conferences

Implementation Specialist/Customer Success Manager

G2
08.2020 - 05.2022
  • Led Subscription IS team with 51.56% monthly average “Quick Win” in FY21 H2
  • Outlined team processes and built playbooks for IS/CSM transition
  • Managed a book of 90 clients running monthly meetings while identifying upsell opportunities
  • Led RM/IS project identifying areas of improvement in onboarding phase leading to 15% reduction in time to launch
  • Enterprise BDR (November 2019 – August 2020)
  • General Business BDR (March 2019 – November 2019)
  • Mid-Market BDR (September 2018 – March 2019)

Digital Media Assistant

Phillips for Congress
06.2018 - 09.2018
  • Produced digital content spread on social channels for the campaign
  • Collaborated with finance and social teams to manage budgets and distribute content
  • Self-taught video shooting and editing skills for creating candidate ads

Education

Bachelor of Science - Marketing, Political Science

Miami University, Farmer School of Business
Oxford, OH
05.2018

Skills

  • Salesforce CRM
  • Relationship management
  • Client onboarding
  • Account management
  • Project Management
  • Business Development
  • Contract Negotiation
  • Implementation
  • Self-Taught Musician

Timeline

Senior Client Success Manager

Ontic
05.2022 - Current

Implementation Specialist/Customer Success Manager

G2
08.2020 - 05.2022

Digital Media Assistant

Phillips for Congress
06.2018 - 09.2018

Bachelor of Science - Marketing, Political Science

Miami University, Farmer School of Business

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