JESSICA CRAWFORD
Brooklyn
Summary
Professional in customer success with robust experience in driving client satisfaction, revenue growth, and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
N2WS
04.2025 - Current
- Cultivated strong relationships with clients to enhance satisfaction and retention.
- Developed customer success strategies that aligned with business objectives.
- Analyzed client feedback to identify areas for service improvement and innovation.
- Led onboarding sessions for new clients, ensuring smooth transitions to services.
- Converted AWS Marketplace clients to annual contract holding clients.
- Manage a portfolio of high-touch enterprise clients, ensuring they consistently meet their objectives through a personalized, hands-on approach.
- Manage a portfolio of 70 enterprise level accounts with an ARR of $3.5M.
- Collaborated cross-functionally with sales and product teams to optimize customer experience.
- Drove initiatives that increased product adoption across diverse client segments.
- Implemented customer health monitoring systems to proactively address potential issues.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Senior Customer Success Manager
RepeatMD
10.2023 - 03.2025
- Spearhead creating the onboarding process for new clients, ensuring seamless integration and training across all teams.
- Develop and manage customized Client Success Plans for new and existing clients to drive product adoption, customer satisfaction, and retention.
- Oversee the Quarterly Business Review (QBR) process, preparing strategic insights and performance data for clients, presenting key metrics, and proposing improvement strategies.
- Collaborate with internal teams (sales, product, marketing) to drive customer-focused solutions, improve service delivery, and ensure account growth.
- Leverage social media and omni-channel marketing strategies to enhance customer engagement and expand product reach.
- Manage a portfolio of high-touch enterprise clients, ensuring they consistently meet their objectives through a personalized, hands-on approach.
- Act as a customer advocate to ensure their voice is represented in product development and service enhancements.
Enterprise Customer Success Manager
Snappy Gifts
04.2021 - 10.2023
- Cultivated and maintained relationships with 20 global enterprise accounts for a B2B enterprise software company.
- Supported onboarding, training, and long-term account success, optimizing each client’s experience.
- Focused on upselling and cross-selling opportunities by using SaaS technology to boost client GMV.
- Developed and implemented new onboarding practices to enhance both employee and customer satisfaction.
- Retained a high level of customer satisfaction, achieving 130% growth in client revenue (Q1, Q2 2023).
- Led quarterly business reviews to assess account performance, identify upsell opportunities, and solidify long-term relationships.
- Actively contributed to the internal Snappy Black Employee Network, serving as President and promoting diversity and inclusion within the organization.
Customer Success Manager
Rethink Behavioral Health
04.2018 - 08.2021
- Managed a portfolio of over 200 small to large accounts, ensuring retention and customer satisfaction with B2B enterprise software.
- Delivered exceptional client support, retaining 98% of accounts annually through proactive communication and problem-solving.
- Worked closely with clients to tailor solutions, identifying opportunities for upselling and cross-selling to increase account value.
- Ensured the successful adoption of technology tools by clients, offering guidance on best practices and product utilization.
ABA Therapist
Proud Moments ABA
01.2017 - 04.2019
- Delivered one-on-one therapy to children with autism, implementing positivity-based behavior management and speech therapies.
- Created individualized plans to improve life and social skills, enhancing clients’ overall development.
Education
Bachelor's Degree - Psychology
Rutgers University
New Brunswick, NJ05.2016
Bachelor's Degree - Sociology
Rutgers University
New Brunswick, NJ05.2016
Skills
- Data Analysis
- Team Leadership
- Strategic Planning
- Conflict Resolution
- Customer Advocacy
- Process Improvement
- Customer relationship building
- Customer retention
- Customer advocacy
- Strategic planning
- CRM software
- Customer needs assessment
- Revenue growth
- Key accounts development
- Training programs
Websites
Accomplishments
- Lowest Churn CSM 1.5% (2024) – RepeatMD
- Highest Growth CSM (130%) – Q1, Q2 2023 | Snappy Gifts
- Highest Growth CSM (100%) (2020) – Rethink Behavioral Health
- President – Snappy Black Employee Network, leading initiatives for diversity and inclusion within the company
LINKS
LinkedIn
Timeline
Customer Success Manager
N2WS
04.2025 - Current
Senior Customer Success Manager
RepeatMD
10.2023 - 03.2025
Enterprise Customer Success Manager
Snappy Gifts
04.2021 - 10.2023
Customer Success Manager
Rethink Behavioral Health
04.2018 - 08.2021
ABA Therapist
Proud Moments ABA
01.2017 - 04.2019
Bachelor's Degree - Sociology
Rutgers University
Bachelor's Degree - Psychology
Rutgers University