Jesus Romero
Union
Summary
Results-driven Senior Customer Success Manager with over a decade of experience leading strategic customer engagements, optimizing account performance, and driving revenue growth. Proven ability to cultivate long-term client relationships, implement data-driven success strategies, and collaborate cross-functionally to enhance customer retention. Expertise in contract management, executive-level engagement, and process optimization to deliver outstanding customer experiences.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Honeywell International
05.2023 - Current
- Manage a portfolio of 118 service contracts valued at $20M+ across NYC and Northern NJ, ensuring compliance and service excellence
- Develop and execute strategic success plans, increasing client retention and upsell opportunities by 30%
- Spearhead customer onboarding initiatives, reducing onboarding issues by 25% and improving first-quarter retention rates
- Conduct executive QBR presentations for C-level stakeholders, driving actionable insights and maximizing service utilization
- Partner with sales and product teams to identify and execute upsell opportunities, contributing to a 15% increase in contract expansions
- Lead a biannual NPS survey initiative, leveraging feedback to enhance service offerings and boost satisfaction ratings
Mid-Market Customer Success Manager
Fetcher AI
05.2022 - 01.2023
- Owned and expanded a portfolio of emerging Mid-Market clients, directly influencing a 10% increase in renewal rates
- Designed a customer feedback loop that informed product enhancements, improving adoption and overall user satisfaction
- Collaborated with the Renewals team to refine pricing strategies, increasing operational efficiency and client retention
- Led QBR sessions, providing data-driven recommendations that optimized client outcomes and uncovered growth opportunities
- Improved internal communication between Product, Sales, and Support teams, reducing response times by 30% and increasing NPS
Customer Success Manager
BlueVine Capital
08.2018 - 05.2022
- Built and maintained high-value client relationships, increasing revenue through credit facility expansions and product cross-utilization
- Developed and implemented scalable onboarding and training programs, improving product adoption and customer engagement
- Streamlined collaboration between Product and Underwriting teams, driving a 20% reduction in service-related complaints
- Established proactive data monitoring practices, identifying pain points and enhancing overall user experience
Digital Advertising Account Executive
Yelp
05.2017 - 08.2018
- Managed a book of 200+ clients, exceeding sales quotas and achieving $20K+ in monthly revenue generation
- Designed business-specific marketing solutions, successfully implementing advertising packages valued at $15K+
- Led targeted outreach and ad campaign optimizations, resulting in a 25% increase in quarterly revenue
Education
Bachelor of Science - Sports Management
Johnson & Wales University
Providence, RISkills
- Customer Retention & Growth
- Executive-Level Stakeholder Engagement
- Strategic Account Management
- Process Optimization & Efficiency
- Revenue Expansion & Upselling
- Data-Driven Customer Insights
- CRM & Customer Support Platforms (Zendesk, Salesforce, HubSpot)
- Data-driven decision making
- Relationship management
- Upselling strategies
- Customer advocacy
Languages
English
Spanish
Professional Working
Timeline
Senior Customer Success Manager
Honeywell International
05.2023 - Current
Mid-Market Customer Success Manager
Fetcher AI
05.2022 - 01.2023
Customer Success Manager
BlueVine Capital
08.2018 - 05.2022
Digital Advertising Account Executive
Yelp
05.2017 - 08.2018
Bachelor of Science - Sports Management
Johnson & Wales University
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