JONNIE ENRIQUEZ
Keller,TX
Summary
Results-oriented Senior Account Manager specializing in consumption-led growth and strategic opportunity development. Successfully led AI transformation projects that resulted in significant competitive wins and adoption of technologies like GCP and Azure. Achieved consistent revenue growth through disciplined pipeline management and effective leakage recovery strategies. Expert in crafting compelling ROI and TCO presentations for executive stakeholders to drive investment decisions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Customer Success Manager
Microsoft
Dallas, TX
05.2021 - 08.2025
- Revenue Leakage Remediation: Captured ~$2M in unrealized revenue through stalled report resolution and closure initiatives.
- AI Transformation at Scale: Enabled secure AI adoption workshops and Copilot M365 pilots that accelerated cloud usage by 18%, translating into ~$360K in revenue growth per $2M account.
- Strategic Growth: Secured a $60K Microsoft-funded POC by leading the first CSU presentation at the Area Win Room, displacing GCP with Azure in a Top 20 multicloud account and strengthening Microsoft’s competitive position.
- Renewals & Value Realization: Achieved a 100% renewal rate across portfolio accounts, driving growth, securing long-term adoption, and positioning customers for continued expansion.
Sr. Customer Success Manager
Observe.AI
Dallas, TX
03.2020 - 02.2021
- Sourced and advanced partner-led opportunities, expanding committed revenue and accelerating bookings across priority accounts.
- Protected and grew ARR/renewals by building a risk-mitigation playbook (health signals, exec alignment, save motions) that returned at-risk accounts to green.
- Converted business requirements into funded proposals with AEs and product; defined POC success criteria and moved pilots to production.
- Delivered outcome-based product demos and ROI cases that aligned solutions to Multi-threaded senior stakeholders and economic buyers increasing win rate and deal velocity.
Manager, Customer Success and Onboarding
BirdEye
Dallas, TX
12.2018 - 03.2020
- Drove higher LTV and expansion by orchestrating department-specific customer enablement that increased product adoption and upsell readiness.
- Scaled high-volume onboarding with standardized playbooks, automation, and cohort training—shortening time-to-value and accelerating revenue recognition.
- Built a data-driven operating rhythm (activation, usage depth, NPS, cohort analytics) to continuously optimize onboarding and reduce early churn.
- Partnered with senior sales leadership to tighten the sell to onboard handoff and accelerate new-hire ramp, improving activation, retention, and pipeline-to-revenue conversion.
Manager, Customer Success
TeamSupport
Dallas, TX
01.2017 - 11.2018
- Architect services delivery model based on customer segmentation to deliver maximum customer value.
- Surfaced new revenue by implementing QBR program and a contract renewal checklist.
- Drive advocacy and reference-ability from current customer base with NPS tracking and alerts.
- Implement and roll out CS effectiveness measures across CS department.
- Plan and execute on resource deployment, customer alignment and service models to meet revenue profitability and customer satisfaction goals.
Manager, Client Experience (Contractor)
Dallas, TX
01.2016 - 01.2017
- Develop and implement strategic approaches to collect, gather, organize and analyze data for KPI.
- Facilitate department optimization to improve communication and customer service experience.
- Create content for three companion websites according to design standards.
Education
Master of Business Administration -
Ashford University
Clinton, Iowa01.2012
Bachelor of Arts - Sociology
California State University
San Bernardino, California01.2005
Skills
- B2B sales and solution selling
- Lead generation and identification
- Revenue growth and retention
- Customer obsession and satisfaction
- SaaS and enterprise software expertise
- Time to value acceleration
- Managed services delivery
- Cloud platforms: Azure, M365, Windows, Linux
- Collaboration tools: Slack, Google Vertex
- Data analytics: Power BI, Purview, MS Copilot
- CRM systems: Salesforce, HubSpot, TeamSupport
Technology Snapshot
- Azure
- M365
- Windows
- Linux
- Slack
- Power BI
- Purview
- CoPilot
- SalesForce
- TeamSupport
- Hubspot
- Google Vertex
- MS Copilot
Certification
- AZ900
- MS900
- AI900
References
References available upon request.
Timeline
Sr. Customer Success Manager
Microsoft
05.2021 - 08.2025
Sr. Customer Success Manager
Observe.AI
03.2020 - 02.2021
Manager, Customer Success and Onboarding
BirdEye
12.2018 - 03.2020
Manager, Customer Success
TeamSupport
01.2017 - 11.2018
Manager, Client Experience (Contractor)
01.2016 - 01.2017
Master of Business Administration -
Ashford University
Bachelor of Arts - Sociology
California State University
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