JON LAMB
PUNTA GORDA,FL
Summary
Results-driven Senior Customer Success Manager with over 10 years of experience in B2B SaaS, specializing in enterprise and strategic accounts. Demonstrated success in retaining customers, driving revenue growth, and managing executive relationships. Skilled in aligning technical solutions with business objectives, overseeing multi-million-dollar portfolios, and utilizing data analytics to optimize customer success strategies. Proven ability to collaborate cross-functionally, engage stakeholders, and improve processes to enhance efficiency and value realization. Recognized for strategic problem-solving, data-driven decision-making, and leadership in customer-centric initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager - Premium Service Delivery
HPE Aruba Networks
11.2024 - Current
- Drive adoption of premium networking solutions, aligning customer goals with HPE Aruba's advanced services
- Build long-term client relationships, serving as a trusted advisor for strategic digital transformation initiatives
- Collaborate with cross-functional teams to enhance product offerings and optimize customer success
- Achieve retention and satisfaction goals through proactive support and exceptional service delivery
- Manage 5 accounts worth 6.7 million in recurring revenue
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
Senior Customer Success Manager
SecurityScorecard
10.2023 - 10.2024
- Managed 60 enterprise accounts totaling $8.6 million in ARR, achieving high retention and satisfaction
- Conducted executive-level presentations to demonstrate platform value and cybersecurity resilience
- Collaborated with product teams to incorporate customer feedback into roadmap enhancements
- Increased revenue by 54% through targeted upselling and cross-selling strategies
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
Senior Customer Success Manager
Drata
08.2022 - 10.2023
- Oversaw a $3.4 million ARR portfolio, achieving a 95% retention rate and exceeding growth targets
- Streamlined onboarding processes, reducing customer ramp-up time by 20%
- Drove customer success by aligning product solutions with evolving business needs
- Mentored and trained team members to improve customer engagement and satisfaction
Senior Customer Success Manager
Invicti
05.2021 - 08.2022
- Maintained a $3.1 million ARR portfolio with a 98% retention rate
- Implemented new account planning methodologies, enhancing C-level partnerships
- Created the CSM Deal Desk program, improving pipeline forecasting by 20%
- Provided strategic guidance to clients, ensuring long-term success and value realization
Manager of Customer Success
Infutor
09.2017 - 05.2021
- Designed and implemented a customer success strategy, achieving a 96% retention rate on $37 million ARR
- Increased product adoption by 53%, driving $1.4 million in incremental revenue
- Introduced CSAT and NPS programs, enabling real-time customer satisfaction insights
Business Analyst
EZLynx
01.2016 - 10.2016
- Led development of a commission management system, streamlining insurance operations
- Defined business requirements, created user stories, and facilitated cross-team collaboration
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
Customer Support Specialist
EZLynx
11.2012 - 01.2016
- Provided technical support to 50+ customers monthly, driving product adoption and satisfaction
- Conducted training sessions for new features, improving customer enablement
Education
Bachelor of Arts - Business Administration
Devry University
Dallas, TX06.2014
Skills
- Data-driven decision making
- Customer advocacy
- Relationship management
- Upselling strategies
- Salesforce proficiency
- Customer journey mapping
- Account growth
- Client onboarding
- Customer retention
- Strategic communications
- Customer service
- Staff mentoring & leadership
Certification
- Customer Success Certification Level 1-5, Success Hacker, Chicago, IL, 09/01/22
- PMP Certification, Southern Methodist University, Dallas, TX, 11/01/16
Additional Information
Willing to relocate or travel as needed., Authorized to work in the U.S. without sponsorship., Passionate about customer success, data-driven strategies, and team leadership.
Professional Highlights
- Increased retention rates by 25% through customer journey mapping and strategic initiatives.
- Managed portfolios totaling over $8 million in Annual Recurring Revenue (ARR), achieving a 98% retention rate.
- Developed and implemented onboarding strategies, reducing time-to-value by 20%.
- Increased portfolio revenue by $250,000 quarterly through upselling and cross-selling initiatives.
Timeline
Customer Success Manager - Premium Service Delivery
HPE Aruba Networks
11.2024 - Current
Senior Customer Success Manager
SecurityScorecard
10.2023 - 10.2024
Senior Customer Success Manager
Drata
08.2022 - 10.2023
Senior Customer Success Manager
Invicti
05.2021 - 08.2022
Manager of Customer Success
Infutor
09.2017 - 05.2021
Business Analyst
EZLynx
01.2016 - 10.2016
Customer Support Specialist
EZLynx
11.2012 - 01.2016
- Customer Success Certification Level 1-5, Success Hacker, Chicago, IL, 09/01/22
- PMP Certification, Southern Methodist University, Dallas, TX, 11/01/16
Bachelor of Arts - Business Administration
Devry University
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