James Leuze
Spring Hill,FL
Summary
Results-driven professional with over seven years of experience in customer engagement, sales, and business operations across both corporate and entrepreneurial environments. Proven ability to build strong client relationships, exceed performance targets, and lead cross-functional initiatives that drive growth and retention. Adept at analyzing performance metrics, managing complex workflows, and delivering consultative solutions that align with business goals. Recognized for adaptability, leadership, and a strong commitment to delivering value in fast-paced, results-oriented settings.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager
Stack Overflow
New York, New York
07.2022 - 10.2022
- Managed mid-market to enterprise-level customers through the full customer lifecycle management, from onboarding to renewal.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Performed monthly touchpoints with customers, project managers, and champions, along with quarterly business reviews with the executive team, including the CEO, CISO, and CTO, to review key customer metrics, identify new business objectives, and any new metrics that need to be reached, and then provided guidance on how to utilize the product to maximize ROI.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades, based on individual needs identified during conversations with clients, and collaborated with the sales teams to develop strategies for upselling and cross-selling products or services to existing customers.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
Team Manager of Customer Success
KnowBe4
Clearwater, FL
02.2020 - 06.2022
- Provided supervision and leadership to a team of 10 individuals, creating a positive work environment by setting clear expectations and providing the resources necessary for success.
- Revitalized an underperforming team by providing guidance, coaching, and mentoring to individual team members as needed, to help them reach their full potential. Resulting in an increase in revenue targets by over 200% in one year.
- Enhanced the onboarding program for new customer success managers by identifying training areas that could be improved and cross-collaborating with the new hire team to create a more comprehensive onboarding program for new employees, ensuring their success.
- Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
- Set objectives for the team based on organizational goals; monitored performance against targets; provided feedback, and took corrective action when needed to meet or exceed those goals.
Renewal Specialist
KnowBe4
Clearwater, FL
02.2020 - 09.2020
- Managed a portfolio of assigned customers, conducting thorough research to understand customer health and account status to capitalize on renewal opportunities.
- Collaborated closely with customers' CSMs by proactively conducting discovery sessions with their customers to uncover and address any objections for renewing, and to identify growth opportunities, such as add-ons and upsells, to maximize renewal rates and expansion goals.
- Developed pricing strategies that aligned with the company's standards, policies, and procedures, generating accurate pricing quotes for renewals, and negotiating discounts or special offers for customers when necessary to meet or exceed revenue targets, and prevent churn.
- Collaborated cross-functionally with internal teams, such as legal, to determine the accuracy and integrity of all sales agreements, along with finance, to resolve outstanding invoices or payment issues, along with other teams such as support and product.
Customer Success Manager
KnowBe4
Clearwater, FL
02.2017 - 02.2020
- Managed a book of business through the full customer lifecycle management, from onboarding to renewal.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Performed monthly touchpoints with customers, project managers, and champions, along with quarterly business reviews with the executive team, including the CEO, CISO, and CTO, to review key customer metrics, identify new business objectives, and any new metrics that need to be reached, and then provided guidance on how to utilize the product to maximize ROI.
- Analyzed customer data to identify trends in usage patterns and behaviors, to proactively address customer challenges with consultative-driven solutions.
- Implemented feedback loops to identify areas of improvement, and be the voice of the customer to drive product improvement.
- Demonstrated a track record of success by ranking as Top CSM multiple times across Mid-Market and Enterprise divisions with 100% account renewal rates.
Regional Account Manager
KnowBe4
Clearwater, FL
05.2016 - 02.2017
- Build and maintain a pipeline of potential customers by developing and managing relationships with both assigned and prospecting leads.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Identified key decision makers while developing and qualifying new business opportunities within the targeted markets through cold calling, networking and high-level prospecting
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maintained accurate and thorough records for customer calls, emails, notes, tasks, demos, and other relevant information in compliance with the company policy.
- Facilitated webinars, workshops, and individual demonstrations to educate potential customers on the features and benefits of the product, and its value.
- Exceeded sales targets and outcomes consistently by tenaciously pursuing new customers and sales opportunities.
Education
Bachelor of Science - Business Management
Southern New Hampshire University
Hooksett, NH08-2027
Associate of Applied Science - Fire Science
Elgin Community College
Elgin, IL06-2004
Associate of Applied Science - Emergency Medical Services
College of DuPage
Glen Ellyn, IL06-2002
Skills
- Active listening
- Communication
- Customer service
- Negotiation and conflict resolution
- Interpersonal
- Management
- Problem-solving
- Time management
- Project management
- Coaching and mentoring
- Adaptability
- Critical thinking
- Attention to detail
- Collaboration
Accomplishments
- Boy Scouts of America-Eagle Scout
- Presidents Club TruGreen - 2011, 2012, 2013
- Top New Sales Rep KnowBe4 - 2016
- Top Customer Success Manager-Mid-Market - 2018, 2019
- Top Customer Success Manage-Channel - 2020
- Top CSM Manager- 2021
Additional Work Experience
- Zenith Education, WyoTech, Field Admissions Rep: 3/2014-4/2016
- TruGreen, Sales Rep : 2/2012-3/2014
Timeline
Senior Customer Success Manager
Stack Overflow
07.2022 - 10.2022
Team Manager of Customer Success
KnowBe4
02.2020 - 06.2022
Renewal Specialist
KnowBe4
02.2020 - 09.2020
Customer Success Manager
KnowBe4
02.2017 - 02.2020
Regional Account Manager
KnowBe4
05.2016 - 02.2017
Bachelor of Science - Business Management
Southern New Hampshire University
Associate of Applied Science - Fire Science
Elgin Community College
Associate of Applied Science - Emergency Medical Services
College of DuPage
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