Jon Michael McCune
Anaheim,United States
Summary
Dynamic Senior Customer Success Manager with a proven track record at ICE Mortgage Technology, driving $3M+ in annual upsells and enhancing client retention through strategic business reviews. Expert in SaaS solutions and interpersonal communication, I foster strong relationships and implement data-driven strategies to optimize customer success and satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Manager
Insellerate
San Juan Capistrano, United States
07.2020 - Current
- Manage/act as the subject matter expert for company's software on a daily basis for 50+ enterprise clients with each of them averaging around 50 - 100 users, totaling $15 M ARR.
- Cultivated strong relationships through weekly/monthly/quarterly business reviews, generating additional opportunities and minimizing churn risk.
- Upsell additional product features such as the Web Phone, Content Library, Data I.E., AIthena and Agent Connect in order to drive revenue and help our mortgage clients close more loans.
- Create value for customers by ensuring they clearly define business outcomes and then build a 'success plan' with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
- Increased technology adoption by developing and implementing comprehensive, action-oriented adoption plans for customers.
- Leverage deep functional expertise to increase the customer's usage of existing workloads.
- Served as product expert and delivered training to administrators and users on platform usage.
- Oversaw multiple complex client projects to successful completion.
Senior Customer Success Manager
ICE Mortgage Technology
El Segundo, United States
06.2014 - 08.2020
- Strengthened client relations with regular reviews, reducing churn risk.
- Increased revenue through upselling key features to mortgage clients.
- Developed success plans aligning with client goals for measurable outcomes.
- Enhanced technology adoption with strategic action plans.
- Upsold additional product features, enhancing revenue streams and empowering mortgage clients to close more loans.
- Crafted success plans with defined objectives, stakeholders, and metrics.
- Leveraged expertise to boost customer usage of existing workloads.
- Served as product expert, providing tailored training to administrators and users.
- Ensured client success through comprehensive platform education.
- Oversaw multiple complex client projects to completion.
- Maintained functional expertise to optimise customer outcomes.
- Spearheaded client success initiatives, managing $5M ARR accounts and reducing churn risk through strategic reviews and tailored action plans.
- Developed and implemented upselling strategies for key features, enabling mortgage clients to close more loans and increase revenue.
- Spearheaded customer success initiatives for 150+ enterprise clients, managing $186M ARR.
- Boosted retention by 21% and achieved 99.7% satisfaction rate.
- Resolved 95% of complex issues independently, ensuring high satisfaction.
- Conducted regular business reviews, strengthening client relationships and mitigating churn risk.
- Generated $3M+ in yearly up-sells, accounting for 33% of department sales in 2019.
- Identified and addressed systemic customer-impacting issues proactively.
- Analyzed complex client issues, resolving 95% independently.
- Conducted strategic business reviews, identifying growth opportunities and reducing churn rates.
- Pioneered proactive approach to address systemic customer issues.
- Implemented new strategies, resulting in measurable improvements in client satisfaction and retention.
- Strengthened client relationships through consistent business reviews, driving engagement and satisfaction.
- Collaborated with cross-functional teams to deliver tailored solutions and enhance customer experience.
- Leveraged data insights to drive continuous improvement in customer success strategies.
- Utilized Velocify platform to streamline lead management processes.
Education
AA Degree - Liberal Arts, Social & Behavior Science
Santa Monica College
01.2011
Skills
- Customer Success
- Retention
- Growth
- Upselling
- Cross-selling
- Client Relationship Management
- Account Management
- Business Reviews
- SaaS
- Project Management
- Problem Solving
- Critical Thinking
- Interpersonal Communication
- Customer Engagement
- Product Requirements
Personal Information
Title: Sr. Customer Success Manager
Languages
- English, Native
- Spanish, Native
Websites
Languages
Spanish
Native/ Bilingual
Timeline
Senior Customer Success Manager
Insellerate
07.2020 - Current
Senior Customer Success Manager
ICE Mortgage Technology
06.2014 - 08.2020
AA Degree - Liberal Arts, Social & Behavior Science
Santa Monica College