Years of SaaS Customer Success Experience
Jason Theis
Senior Customer Success Manager / Project Manager
Eagle River,AK
Summary
Results-driven Senior Customer Success Manager with over three years of experience in SaaS, specializing in enterprise account management, customer engagement, and retention strategies. Proven ability to manage $8M+ portfolios with 97%+ retention rates, optimizing customer journeys, and driving product adoption through proactive engagement. Adept at collaborating cross-functionally to identify expansion opportunities, reducing churn, and delivering measurable business outcomes. Passionate about leveraging data-driven insights, fostering long-term partnerships, and ensuring customers achieve maximum value from their investments.
Overview
3
3
10
10
Years of Project Management Experience
1
1
Certificate
1
1
Masters in Project Management
Work History
Senior Customer Success Manager
Nearmap US LLC
Lehi, UT
04.2024 - Current
- Managing an $8M SaaS portfolio with 98% ACV retention and 97% customer retention across 140+ enterprise accounts, including large organizations with 1,000+ employees.
- Driving customer engagement through executive business reviews, tailored success plans, and proactive adoption strategies.
- Collaborating cross-functionally with Sales, Product, and Support teams to identify upsell and expansion opportunities, achieving a 15% increase in account growth.
- Leading initiatives that streamlined escalation processes, reducing resolution times by 15% and improving NPS scores by 10 points.
- Leveraging Miro and Linux-based tools for enhanced stakeholder engagement, onboarding, and documentation processes.
- Identifying strategic product enhancements through customer feedback, evolving business needs, and a continual drive for efficiency.
- Delivering customer presentations and product walkthroughs focused on cloud-based solutions and IT workflows.
Customer Success Manager
Nearmap US LLC
Lehi, UT
10.2021 - 04.2024
- Directed a $4.1M portfolio across 330+ accounts, maintaining a 98.8% ACV retention rate.
- Developed and implemented proactive engagement strategies, reducing churn risk by 25% and improving customer satisfaction.
- Conducted quarterly business reviews to provide strategic insights, resulting in a 15% increase in upsell opportunities.
- Partnered with strategic customers to develop new products using AGILE methodologies, driving customer-centric innovations.
- Engaged with IT and cloud computing teams to enhance adoption of Nearmap products.
Business Analyst
Resource Data
Anchorage, Alaska
02.2020 - 10.2021
- Owned multiple diverse projects simultaneously; Mendix Application Development, HSE compliance, Aerial Surveying, COTS implementation, etc.
- Produced Status Report and Project reports each week/month, updating customers and senior leaders on progress and roadblocks.
- Built and utilized reporting systems to keep customers and management in loop with latest information.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Managed 10+ person cross functional teams.
- Diverse stakeholder engagement and alignment across multiple companies, business units, and countries.
- Evaluated / ranked COTS IT application solutions for fortune 500 companies.
- Operated under AGILE and Waterfall frameworks to efficiently organize and carry out project tasks.
Resource / Proposal COORDINATOR
TerraSond Limited
Palmer, Alaska
04.2019 - 02.2020
- Conducted EVM analysis on active projects
- Managed 80+ resource schedules for 10+ projects
- Managed proposals from initiation to submission ranging in value from $10K to $500K
- Provided resource and proposal status updates to corporate leadership.
- Developed PowerBI resource dashboards for data driven decisions.
PROJECT/FIELD ENGINEER
Incorporated Research Institutions For Seismology
Anchorage, AK
03.2016 - 04.2019
- Maintaining project documentation; charters, change orders, inventory, and contracts.
- Planning and Executing field logistics for domestic and international field work.
- Managing personnel and the construction of 70 seismic stations in remote Alaska.
- Creating and maintaining a maintenance/testing schedule for drilling equipment, seismometers, and data logging equipment.
- Managing and engaging stakeholders in Alaska bush communities.
Survey Lead / Technician
TerraSond Limited
Palmer, AK
06.2013 - 03.2016
- Managing 6 person team in data processing and data acquisition in the field.
- Surveying marine construction projects.
- Conducting remote tide surveys, utility locates, and material estimates.
- Streamlining NOAA Closeout Dashboard - reducing work package man hours by 15%.
- Programming Tide Gauge Data Verification Dashboard - reduced work package man hours by 30%.
Education
Master of Science - Project Management
University of Alaska Anchorage
Anchorage, AK 08.2017 - 05.2023
Bachelor of Science - Geographic Information Science And Technology
University of Alaska Fairbanks
Fairbanks, AK 08.2008 - 05.2013
Skills
SaaS Customer Success
SaaS Retention Strategies
Enterprise Account Management & Expansion
Customer Enablement and Journey Mapping
CRM Tools (Salesforce, Gainsight, Looker, Jira)
Proactive Customer Engagement
Risk Mitigation
Cross-Functional Collaboration
Strategic Advising
Data-Driven Insights & Value Realization
Delivering Presentations & Complex Software Solutions
Certification
Lean Six Sigma Green Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offTeam Building / Company RetreatsStock Options / Equity / Profit Sharing401k matchLanguages
English
Native or Bilingual
Timeline
Senior Customer Success Manager
Nearmap US LLC
04.2024 - Current
Customer Success Manager
Nearmap US LLC
10.2021 - 04.2024
Lean Six Sigma Green Belt
12-2020
Business Analyst
Resource Data
02.2020 - 10.2021
Resource / Proposal COORDINATOR
TerraSond Limited
04.2019 - 02.2020
Master of Science - Project Management
University of Alaska Anchorage
08.2017 - 05.2023
PROJECT/FIELD ENGINEER
Incorporated Research Institutions For Seismology
03.2016 - 04.2019
Survey Lead / Technician
TerraSond Limited
06.2013 - 03.2016
Bachelor of Science - Geographic Information Science And Technology
University of Alaska Fairbanks
08.2008 - 05.2013