JENNY GASSAMA
Houston,TX
Summary
Experienced Customer Success Manager with a history of driving customer engagement and revenue growth in the SAAS industry. Proven ability to cultivate long-term client partnerships, achieve measurable outcomes, and lead cross-functional teams to success. Skilled in optimizing processes, leveraging data-driven insights, and aligning strategic initiatives to meet key business objectives. Adept at scaling customer success strategies to support organizational growth while maintaining high retention rates. Possesses strong communication and leadership skills, motivated by a dedication to delivering exceptional customer experiences.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
Health Gorilla
07.2024 - Current
- Client Success & Revenue ManagementManage a $4.6 million ARR book of business, ensuring seamless adoption and optimization of Health Gorilla’s P360 and Lab Network platforms.
Consistently achieve a 90%+ renewal rate, securing long-term client retention and satisfaction.
Collaborate with clients to define success metrics, optimize workflows, and drive value realization through tailored engagement strategies.
- Implementation & Project ManagementServe as the project lead for client implementations, overseeing end-to-end onboarding from kickoff to full integration.
Develop and execute project plans, aligning stakeholders, tracking milestones, and mitigating risks to ensure on-time delivery.
Facilitate the creation of sandbox environments, ensuring clients have secure test environments to validate integration.
Own the Technical Solutions Brief process, translating business needs into technical requirements for seamless interoperability.
- Interoperability & Lab IntegrationsAct as the key liaison between clinicians, healthcare organizations, and national labs (Quest, Labcorp) to streamline lab ordering and result retrieval.
Guide clients through HL7, FHIR, and API-based integrations, ensuring compliance with EHEX standards and healthcare interoperability regulations.
Lead lab network onboarding, enabling smooth connectivity between clients and lab partners through structured workflows and data mapping.
- Process Optimization & Internal EnablementSpearheaded the creation of Customer Success Playbooks and Standard Operating Procedures (SOPs) to document best practices and streamline workflows.
Designed and launched the CSM onboarding plan, providing structured training and knowledge-sharing for new team members.
Improve internal efficiency by developing knowledge-sharing frameworks, ensuring alignment across Product, Engineering, and Support teams.
- Healthcare Compliance & Regulatory KnowledgeDeep understanding of EHEX (Electronic Health Exchange) principles, ensuring data interoperability aligns with HIPAA, CLIA, and CMS regulations.
Advise clients on data privacy, security, and compliance, ensuring best practices for protected health information (PHI) handling.
Collaborate with regulatory and legal teams to ensure seamless adherence to evolving healthcare compliance standards.
Customer Success Manager
INSIGHTSOFTWARE
11.2022 - 07.2024
- Company Overview: Leading provider of financial reporting and enterprise performance management software
- Managed a diverse portfolio of 55 global accounts with a total Annual Recurring Revenue (ARR) of $6.3 million
- Delivered a 20% increase in ARR within two years through proactive account management and strategic upselling initiatives
- Developed and implemented Customer Success & Support KPIs, resulting in a 30% improvement in customer engagement and satisfaction
- Collaborated with sales teams to refine product demonstrations, leading to a 15% increase in conversion rates and revenue expansion
- Achieved a 106% retention rate by aligning strategic initiatives with client objectives, consistently exceeding retention goals
- Spearheaded digital strategy automation to enhance efficiency and personalized client communication, resulting in streamlined processes and higher satisfaction rates
- Led and mentored a team of Client Success Associates, providing performance feedback and maintaining high standards of service delivery
- Leading provider of financial reporting and enterprise performance management software
Realtor
KELLER WILLIAMS
01.2015 - 01.2020
- Guided clients through residential property transactions, delivering high-quality, personalized service to ensure satisfaction
- Successfully negotiated deals by leveraging industry knowledge and Keller Williams' technology platform, achieving client goals with high satisfaction ratings
CX Manager
PROGRESS RESIDENTIAL
01.2017 - 09.2019
- Company Overview: Top U.S
- Real estate investment trust specializing in single-family rental homes
- Enhanced sales team performance through strategic planning, sales forecasting, and performance analysis, driving increased revenue
- Conducted cross-functional planning sessions to foster team collaboration and alignment, improving sales quotas and market expansion
- Provided insights and guidance on market trends, balancing revenue growth with operational efficiency
- Successfully implemented strategic adjustments that optimized sales territory management and team productivity
- Top U.S
- Real estate investment trust specializing in single-family rental homes
Education
Bachelors - Business Administration
Houston Baptist University
Houston, TX05.2011
Skills
- Customer Onboarding
- ROI Optimization
- Cross Functional Collaboration
- Churn Mitigation
- Account Management
- Relationship Management
- Feedback Integration
- Financial Forecasting
- Solution Expertise
- Software implementation
- Relationship management
- Account growth
- Client onboarding
- Salesforce proficiency
- Customer segmentation
- Customer satisfaction
- Email campaigns
- Upselling strategies
- Client service optimization
- Cross-functional coordination
Websites
Tools & Technologies Used as a Customer Success Manager
- Customer Relationship Management (CRM): Salesforce, HubSpot
- Customer Success & Engagement Platforms: Totango, Salesloft
- Project & Task Management: Jira, Asana
- Business Intelligence & Analytics: Sisense, Power BI, Google Data Studio
- Revenue Operations & Forecasting: RevOps, Clari
- Collaboration & Productivity: Google Workspace (Docs, Sheets, Slides, Drive, Meet)
Timeline
Senior Customer Success Manager
Health Gorilla
07.2024 - Current
Customer Success Manager
INSIGHTSOFTWARE
11.2022 - 07.2024
CX Manager
PROGRESS RESIDENTIAL
01.2017 - 09.2019
Realtor
KELLER WILLIAMS
01.2015 - 01.2020
Bachelors - Business Administration
Houston Baptist University
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