Jerrica Brooks
Houston
Summary
Results-driven Customer Success and Partner Performance leader with expertise in SaaS and operations. Manages end-to-end lifecycle for enterprise and SMB accounts, driving platform adoption and revenue growth. Leads cross-functional initiatives to enhance operational efficiency and third-party partner performance, delivering insights that support strategic decision-making and long-term growth.
Overview
9
9
years of professional experience
Work History
SaaS Partner Performance Manager
Booster Fuels
Houston, TX
06.2025 - Current
- Drove end-to-end SaaS lifecycle management (implementation, onboarding, adoption, and optimization) to accelerate time to value and reduce support dependency
- Managed vendor performance and accountability; enduring corrective actions from audits were implemented and sustained
- Led strategic partnerships to enhance service delivery and customer satisfaction
- Supported scalable SaaS growth by identifying opportunities for automation, reporting improvements, and process standardization
- Monitored account health, volume ramp, and performance metrics, proactively identifying risks related to churn, margins, and service delivery
- Delivered structured business reviews (QBR /30-day reviews) highlighting ROI, service performance, and optimization opportunities
Senior Customer Success Manager
Booster Fuels
Houston, TX
03.2023 - 06.2024
- Managed end-to-end customer lifecycle processes.eecycle, ensuring success from onboarding and implementation through ongoing account management and retention
- Led project implementation for enterprise clients, managing requirement gathering, configuration, testing, launch and post-production support
- Partnered cross-functionally with Operations, Product, Engineering, and Finance to resolve issues, improve processes, and enhance service delivery
- Conducted client onboarding, training, and success planning to ensure adoption, engagement, and retention
- Fostered strong customer relationships, achieving 98% retention rates and driving expansion into new client sites
- Monitored and improved account health metrics, including volume ramp, adoption rates, and exception trends, proactively identifying risks before escalation
- Developed reporting and insights on key success metrics, churn indicators, and portfolio performance to inform leadership strategy
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Account Manager
Blackhawk Network
Houston, TX
01.2021 - 04.2023
- Led new partner onboarding initiatives in collaboration with implementation, engineering, and platform teams to facilitate seamless integrations and smooth go-lives.
- Facilitate client conference calls and internal meetings, driving alignment across cross-functional teams and ensuring project milestones are met
- Maximize revenue by identifying and executing expansion opportunities across brick-and-mortar, digital, and b2b channels
- Manage reporting, invoicing, catalog updates, and customer service escalations while maintaining high service-level performance
- Partner with Customer Service to ensure client issues are addressed within SLA and to continuously improve customer experience
- Developed and executed marketing strategies (trade and direct), collaborating with internal teams and clients to plan campaigns, manage budgets, and drive ROI
Account Manager / Branch Manager
Enterprise Holdings
Houston, TX
06.2017 - 01.2021
- Optimize and manage a portfolio of customers while continually identifying and obtaining growth opportunities
- Ensured world-class customer experience, resolving escalated issues and maintaining top-tier customer satisfaction scores
- Created strong client relationships by providing competitor comparison presentations, product highlights, competitive pricing, fair contract terms and listening to customer feedback
- Managed profit and loss (P&L), budgeting, and cost controls to maximize branch profitability
- Reduced cost by implementing preventative maintenance strategies and maximizing vehicle ROI
- Managed 200+ vehicle fleet operation, driving a 14% asset increase and 21% profit growth YOY, exceeding $1M in annual revenue
- Responsible for team member management including training development, employee performance assessment
- Maintained audit readiness and risk management across contracts, rental agreements, and fleet usage
Education
Bachelor of Arts - Communication Studies
Texas State University
San Marcos, TX12-2016
Skills
- Client Relationship Management
- Strategic Growth & Retention
- Customer Health Scoring
- Contract Negotiations
- Project Management
- Stakeholder alignment
- Training & Development
- Cross-Functional Leadership
- Process improvement & Optimization
- Team Mentorship & Coaching
- ROI Analysis & Reporting
Customer Success & Growth
Operations & Leadership
Analytics & Business Strategy
- Forecasting & KPIs
- Data-driven Decision Making
- Pipeline Management
- SaaS implementation & Adoption
- Training & Enablement
- Salesforce, Hubspot, Google Workspace
- Microsoft Excel, Word & Powerpoint
- Power BI (Dashboards & Visualizations)
- Workfront, Jira
- Customer Issue Resolution
- Verbal & Written Communication
SaaS & Systems
Tools & Platforms
Communication & Collaboration
Timeline
SaaS Partner Performance Manager
Booster Fuels
06.2025 - Current
Senior Customer Success Manager
Booster Fuels
03.2023 - 06.2024
Account Manager
Blackhawk Network
01.2021 - 04.2023
Account Manager / Branch Manager
Enterprise Holdings
06.2017 - 01.2021
Bachelor of Arts - Communication Studies
Texas State University