Jared Willis
Summary
Customer Success Expert experienced in supporting post-sales life cycle, driving product adoption and revenue expansion. Contributed to retention efforts across sectors including AI/ML, B2B SaaS, Mobility Tech, and EdTech. Focused on implementing customer experience infrastructure in high-growth and startup environments.
Overview
10
10
years of professional experience
Work History
Enterprise Account Manager
Soul Machines
01.2025 - 02.2026
- Managed 12-15 global enterprise partnerships in the agentic AI sector, aligning solutions with client-specific needs across financial services, healthcare, retail, and entertainment industries.
- Owned revenue expansion across enterprise accounts, generating $1.5 million in gross recurring revenue.
- Built and scaled client-experience infrastructure (QBRs, adoption playbooks, usage analytics, escalation paths) that led to a 35% year-over-year increase in NPS.
- Streamlined discovery and quote structuring process, reducing sales-to-launch timeline by 23%.
Customer Success Manager, North America
Loopit
01.2023 - 01.2025
- Managed 7-12 enterprise accounts ($1.2M GRR) in mobility sector, partnering with Porsche USA, Sixt New Zealand, and Karma Automotive to drive successful car subscription programs
- Reduced time-to-adoption from 28 to 16 days, which ultimately resulted in a 92% retention rate through data-driven success planning
- Achieved ~12% ARR portfolio growth by collaborating with Sales and Executive Leadership
Customer Success Manager
Presence
05.2021 - 02.2023
- Promoted to Customer Success Manager after demonstrating success in the role of Associate
- Managed portfolio of 15-20 enterprise school district customers, generating approximately $175,000 in annual revenue per account
- Facilitated account expansion through upsells and cross-sells, contributing to 14% ARR growth across managed districts
- Secured 93% year-over-year retention rate across enterprise customers
Customer Success Associate
Presence
10.2019 - 05.2021
- Achieved 91% year-over-year retention rate across managed accounts, contributing to overall company growth
- Managed portfolio of 50-70 SMB and mid-market school district customers, generating average annual revenue of $40K per account
- Collaborated with Implementation Specialists to streamline client onboarding, reducing average time to adoption to 12 days
Product Specialist
Calendly
Atlanta
09.2017 - 10.2019
- Onboarded and managed 45+ mid-market teams of 10-15 users for effective use of Calendly platform
- Enhanced Calendly Knowledge Base by managing updates, resulting in 23% increase in engagement and 12% reduction in support tickets
- Achieved 94% customer satisfaction rating by supporting customers via email and live chat
Uber Expert
Uber
Atlanta
01.2017 - 09.2017
- Achieved 92% CSAT rating by supporting drivers with operational, compensatory, and logistical issues
- Spearheaded 20+ driver outreach events, onboarding 75+ new drivers within 6 months
- Collated driver complaint data on airport operations at Hartsfield-Jackson, leading to dedicated rideshare lot and ~35% reduction in pickup time
Onboarding Representative (Contract)
Uber
San Francisco
09.2015 - 01.2017
- Recruited and onboarded 135+ drivers for Uber Eats through targeted community outreach events
- Onboarded over 100 restaurants to the Uber Eats platform in the San Francisco Bay Area
- Achieved team-leading 94% customer satisfaction rating in restaurant onboarding surveys
Education
Bachelor of Arts - International Affairs, Political Science
Middle Georgia State University
Skills
- Strategic account management
- Revenue expansion
- Product adoption strategies
- Stakeholder management
- Data-driven decision making
- Product expertise
Websites
Impact Summary
- Soul Machines: Streamlined time-to-adoption by 22% with a revamped Enterprise Adoption playbook
- Loopit: Hired as the first North American employee to support enterprise partnerships such as Porsche USA and Sixt, both of which grew by 15% year over year under my management
- Uber: Led the driver support team on the company initiative for implementing a dedicated rideshare lot at Atlanta-Hartsfield International Airport, the busiest passenger airport in the world
Timeline
Enterprise Account Manager
Soul Machines
01.2025 - 02.2026
Customer Success Manager, North America
Loopit
01.2023 - 01.2025
Customer Success Manager
Presence
05.2021 - 02.2023
Customer Success Associate
Presence
10.2019 - 05.2021
Product Specialist
Calendly
09.2017 - 10.2019
Uber Expert
Uber
01.2017 - 09.2017
Onboarding Representative (Contract)
Uber
09.2015 - 01.2017
Bachelor of Arts - International Affairs, Political Science
Middle Georgia State University