Jennifer McCarthy
Brooklyn,NY
Summary
Results-driven Customer Success Manager with a proven track record in revenue growth, client retention, and strategic account management. Experienced in managing multi-million dollar portfolios and leading initiatives that enhance client engagement and cross-functional collaboration.
Overview
10
10
years of professional experience
Work History
Key Accounts, Customer Success Manager
Yotpo
New York, NY
08.2024 - Current
- Manage a $3M+ book of business across strategic accounts to maximize revenue potential.
- Achieved 105% monthly attainment of quarterly revenue goals through targeted strategies.
- Develop and execute account strategies, prioritizing retention, cross-selling, and up-selling.
- Launched inaugural monthly newsletter for Communications products, enhancing client engagement.
- Lead Quarterly Business Reviews and executive briefings to align on strategic objectives.
- Collaborate with the Product, Marketing, and Success teams to deliver tailored solutions.
Senior Customer Success Manager
Postscript
New York, New York
07.2021 - 07.2024
- Managed a $6M book of business and maintained 113% Net Dollar Retention
- Built and scaled the first digital customer success program with strategic lifecycle touchpoints
- Led cross-functional CRM implementation and playbook development
- Acted as team lead identifying operational efficiencies and mentoring newer team members
Customer Success Manager
Postscript
New York, New York
07.2021 - 08.2024
- Exceeded quarterly NDR targets by creating and executing a successful webinar series
- Delivered tailored eCommerce strategies to drive adoption and growth
- Managed renewals, upsells, and product adoption across a portfolio of high-growth brands
Marketing Advisor
Compass
New York, New York
10.2018 - 07.2021
- Advised 120+ top real estate teams on brand, listing, and digital strategies based on KPIs and business goals
- Led agent onboarding and created educational marketing sessions
- Managed multi-channel budgets and implemented high-ROI campaigns
Senior Marketing Specialist
E*TRADE Financial
New York, New York
12.2015 - 10.2018
- Managed agency and vendor relationships to execute branding and acquisition campaigns on schedule and within budget. .
- Developed multi-channel customer onboarding series that increased retention by 32%.
- Created targeted sales collateral to support Financial Consultants in achieving sales objectives.
- Spearheaded standards for customer experience measurement and reporting across departments.
Education
Bachelor of Arts - Business Management
Gettysburg College
Gettysburg, PA05-2011
Skills
- Salesforce and Zendesk
- Google Suite and Microsoft Office
- Outreach and Asana
- InDesign and Keynote
- Basic HTML and Tableau
- Databricks
Timeline
Key Accounts, Customer Success Manager
Yotpo
08.2024 - Current
Senior Customer Success Manager
Postscript
07.2021 - 07.2024
Customer Success Manager
Postscript
07.2021 - 08.2024
Marketing Advisor
Compass
10.2018 - 07.2021
Senior Marketing Specialist
E*TRADE Financial
12.2015 - 10.2018
Bachelor of Arts - Business Management
Gettysburg College