Jesus Romero
Union,NJ
Summary
Customer Success professional with 6+ years of experience overseeing end-to-end customer lifecycles in SMB portfolios to drive revenue growth.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Honeywell
Morris Plains, NJ
05.2023 - 03.2025
- Managed a portfolio of 118 service contracts worth over $20M across New York City and Northern New Jersey from onboarding through quarterly business reviews, partnering with Account Managers for upsells/renewals.
- Maintained 90.2% retention rate by leading QBRs with C-level stakeholders in Engineering and Facilities to manage product usage best practices, identifying areas of opportunity for improvement and further adoption.
- Decreased onboarding issues by 25% by developing a comprehensive checklist and training program, improving retention rates for new clients within the first quarter.
- Traveled 60% of the year to customer sites to monitor account health, leveraging data points relating to product usage, NPS scores, and feedback surveys to identify expansion opportunities and proactively mitigate risk, saving an at-risk account worth $375K in ARR.
- Launched a biannual NPS survey initiative, gathering feedback from 350 customers that refined customer support protocols and contributed to an increase in CSAT scores.
- Collaborated with Sales team members to identify upsell & cross-sell opportunities, generating $6M in additional revenue.
- Grew adoption from 25% to 70% of accounts by leading end user training/workshops across book of business, creating user documentation, and enabling end users to adopt new use cases.
- Led complex customer onboardings, including technical and non-technical end user training, achieving an average onboarding NPS of 9.
Mid Market Customer Success Manager
Fetcher AI
NY, NY
05.2022 - 01.2023
- Managed 30 Mid-Market accounts representing a $1M portfolio, serving as a trusted advisor throughout the post-sales journey through renewal.
- Created a feedback loop with emerging Mid-Market clients post-onboarding, collecting insights that directly informed product enhancements, increased user satisfaction, and contributed to a 10% higher renewal rate.
- Led Quarterly Based Reports (QBR's) with key stakeholders in Recruiting leadership to offer key performance insights, analyze strengths, weaknesses, and opportunities for growth, and manage upsell/renewal opportunities for contracts valued at approximately $100K.
- Championed a collaborative effort with Bugs, Product, and Sales teams to enhance internal communication, achieving a 30% reduction in response time to customer inquiries and boosting overall Net Promoter Scores.
- Monitored account health to proactively mitigate risk, saving an at-risk account worth $100K in ARR.
- Analyzed product usage data relating to number of jobs sourcing for, conversion and response rates, and email volume to identify opportunities and risk; created training videos, how-to docs, case studies, webinars and handbooks to drive adoption.
- Led customers through onboarding by hosting a kickoff call to uncover business outcomes, creating an onboarding plan and timeline, and hosting product training to reduce time to value.
- Collaborated with the Renewals team to create detailed pricing proposals now used by over 10 team members, enabling the identification of key process improvements and elevating overall operational efficiency.
Customer Success Manager
Bluevine Capital
Jersey City, NJ
08.2018 - 05.2022
- Managed 120 Mid-Market accounts representing a $10M ARR portfolio, overseeing them from onboarding through adoption and renewal with a 93% retention rate.
- Developed client education, on-boarding, and implementation plans to provide user-focused training and engagement, creating help desk articles, videos, and case studies increasing customer engagement within the platform.
- Reduced customer complaints 20% by identifying regular data monitoring protocols to help identify service pain points, enhancing overall user experience.
- Expanded a key account by $1.25M YoY, partnering with them on their expanding business needs to tailor product solutions to their goals.
- Monitored product adoption data in Tableau relating to engagement, customer satisfaction, and product usage to inform account planning, saving an at-risk account worth $150K in ARR.
Education
Sports Entertainment & Event Management -
Johnson & Wales University
Skills
- Salesforce CRM
- Zendesk
- Catalyst
- Tableau
Timeline
Customer Success Manager
Honeywell
05.2023 - 03.2025
Mid Market Customer Success Manager
Fetcher AI
05.2022 - 01.2023
Customer Success Manager
Bluevine Capital
08.2018 - 05.2022
Sports Entertainment & Event Management -
Johnson & Wales University