Jannel Casillas

• Manage a ~$2.8M portfolio across 80 accounts in a highly regulated healthcare SaaS environment, supporting customer retention, engagement, adoption, and long-term account growth
• Successfully retained approximately 30–40 at-risk accounts through strategic relationship management, executive-level communication, customer advocacy, and cross-functional coordination
• Secured a key 3-year, $200K annual renewal through executive-level relationship management and customer advocacy during a high-risk customer escalation
• Played a key role in influencing and strengthening the relationship that contributed to signing the company’s second-largest contract in Texas through long-term strategic partnership development and ongoing customer advocacy
• Led primary relationship management during complex customer scenarios, aligning Product, Engineering, Support, Solutions, and Leadership teams to drive resolution
• Recognized as a President’s Club Winner for customer impact, retention success, and revenue contribution
• Designed and delivered 40+ targeted customer training sessions focused on compliance, workflow optimization, operational efficiency, and platform adoption to ensure customers fully utilized the platform’s value
• Developed and enhanced customer-facing Knowledge Base resources, onboarding documentation, workflow guides, and enablement materials to facilitate scalable customer education and self-service support
• Designed structured onboarding playbook for new Customer Success Managers, incorporating workflow documentation, Salesforce guidance, communication templates, meeting frameworks, and internal resource directories
• Mentored and supported new hires through workflow coaching, call shadowing, platform education, and customer communication guidance, becoming a go-to resource for navigating complex customer scenarios
• Leveraged Salesforce, Gainsight, Tableau, and reporting tools to monitor customer health, identify risk, analyze trends, and support strategic account planning
• Partnered cross-functionally to identify workflow gaps, improve customer experience, and contribute feedback influencing operational and product enhancements across multiple markets
• Proactively identified state-level workflow and system issues prior to broader customer impact, enabling early escalation and cross-functional resolution

• Oversaw a portfolio of existing customer accounts worth $11m and served as a primary point of contact for all customer concerns of contractual and day to day issues

Managed complete sales cycle, starting from contract renewal to product upgrades and installation and handling all post sales activities

• Conducted all phases of contract renewal lifecycle, including notifying customers of renewal, building competitive quotes, and closing renewals opportunities for accounts

Identified business needs to create upsell/cross-sell opportunities that drove retention and revenue growth

Collaborated with multiple departments to manage complex client projects, ensuring timely and effective delivery

• Worked closely with Technical Support and IT along with several other departments to troubleshoot and resolve my clients software and hardware issues that arose, to completion

• Maintain comprehensive understanding of technology, products, services and capabilities including understanding product and service pricing knowledge to leverage competitors in the industry

Documented all activities accurately and updated contacts and related information in Salesforce daily.

• Led and trained team of 30, enhancing team capabilities and performance
• Selected to lead training sessions for groups of 1,000+ and featured in company online and print marketing materials
• Communicated with clients to fulfill requests and resolve complaints, addressing product issues proactively
• Accurately calculated bookkeeping and sales for personal and entire team
• Designed all graphics and managed all social media marketing

• Validated forecasts, created purchase orders, and performed scrap analyses to ensure contractual Service and Term objectives were met for the client
• Continuously monitored monthly forecasts, service, inventory level, replenishments, and deployments for global clients
• Developed processes and instructions for clients to streamline operations
• Served as liaison between warehouse and client, delivering solutions for merchandise receipt and return
• Created training material and led sessions for new team members to enhance onboarding experience