Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Jordan Ventura

Norwalk

Summary

Detail-oriented Customer Success Manager with 7+ years of experience driving client success across diverse industries and account sizes, including complex enterprise engagements. Proven track record in onboarding, implementation, and solution selling, with a strong focus on customer retention and long-term relationship growth. Adept at identifying client needs, solving problems proactively, and delivering strategic value. Recognized for exceptional communication, empathy, and adaptability in cultivating trusted partnerships and ensuring customer satisfaction at every stage of the journey.

Overview

8
8
years of professional experience

Work History

Senior Customer Success Manager

MangoApps
05.2025 - Current
  • Promoted to Senior Customer Success Manager in May 2025.
  • Customer Onboarding & Implementation: Spearheaded end-to-end SaaS customer onboarding, delivering comprehensive platform training and implementation to design, build, and launch enterprise employee apps, and intranets.
  • Customer Success Planning: Serve as a long-term strategic partner for customers post-launch. I currently oversee 25 customer accounts, from small to enterprise-sized businesses.
  • Analyzed customer feedback to identify trends and push forth enhancement requests to the product team.
  • Trained junior team members on best practices and internal processes.
  • Conducted quarterly business reviews to assess performance, align on goals and strategy, analyze usage and adoption, and showcase overall partnership value.
  • Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
  • Responsible for leading paid proof-of-concepts for potential customers.

Customer Success Manager

MangoApps
05.2024 - 05.2025
  • Responsible for overseeing the customer onboarding and implementation journey, end to end.
  • Training Development: Scripted and produced foundational self-service training videos, enhancing user experience, and knowledge retention for new clients.
  • Product Marketing & Community Engagement: Developed customer resources, and hosted a live two-part webinar for one of our largest feature releases of 2024 in my first two months.
  • Track Product Adoption and Engagement: Monitor customer usage through internal reporting, and identify areas of opportunity for product expansion.
  • Create and maintain clear project plans for timelines for customer implementation. Responsible for providing regular project updates, both internally and externally.
  • Customer Success Enablement: Help create new customer guides, and streamline internal resources to scale processes for our growing team and client base.

Enterprise Account Executive & Account Manager

Staffbase
09.2022 - 05.2024
  • Close new business and drive growth with existing clients, which include target customers of enterprise businesses with 5,000 to 15,000 employees.
  • Cultivated and maintained relationships with a portfolio of 20 to 25 accounts, including regular communication and strategic account reviews, managing approximately $2.5 million in ARR.
  • Responsible for prospecting, building relationships with internal stakeholders, and all aspects of the sales process, from demo to close.
  • Manage the revenue and relationship post-sale, alongside a dedicated CSM.
  • Conduct meetings and demos with a large range of titles, including C-suite.
  • Lead client negotiations and liaise between the Marketing, Finance, Legal, Renewal, and Customer Success teams.
  • Expertise in employee communication and engagement strategies.
  • Identify new areas of expansion (cross-sell/upsell) with dedicated accounts.

Strategic Growth Account Manager

Twilio
08.2021 - 09.2022
  • Significant win: Q4 2021: Closed over $500k in API and software sales, achieving more than 300% of quota in the first quarter.
  • Managed a book of 50 to 75 accounts across various industries in high-growth startups and small to medium-sized companies.
  • Built and managed a pipeline through prospecting tools, understanding business use cases, and developing strong relationships with C-level executives.
  • Responsible for prospecting and managing revenue growth and retention, as well as identifying and cross-selling new Twilio use cases, and finding ways for clients to leverage the broader Twilio Customer Engagement Platform.
  • Lead client negotiations and liaise between technical specialists, the deal desk, and finance teams to efficiently bring complex, multi-year, multi-product deals to closure.
  • Conducted QBRs with customers, and leveraged cross-functional teams to build and execute account plans.
  • Managed Twilio's many cross-functional teams to achieve platform adoption.
  • Responsible for bringing in $1.1 million in the first two full quarters with the organization.

Senior Account Manager

Indeed.com
06.2017 - 08.2021
  • Managed a book of business consisting of over 120 clients, spending approximately $600,000 per quarter.
  • Measured on revenue retention and growth of accounts through new business solution selling.
  • Developed and grew strong relationships through phone, email, Zoom, and professional networking.
  • Conducted demonstrations via phone, webinar, or face-to-face.
  • Oversaw all aspects of the sales process (qualify, close, upsell, and retain).
  • Keep the forecast and pipeline up to date based on demos performed and closed wins.
  • 2019: 106% to quota, 2020: 104.5% to quota.
  • Q1 2021 - achieved product 'suite-life' by selling all Indeed products in one quarter.

Education

Bachelor of Science - Communications with concentration in Sports Media

Sacred Heart University, Jack Welch College of Business
Fairfield, CT
05.2017

Skills

  • Customer Relationship Management
  • Customer Retention
  • Implementation & Onboarding
  • Project Planning
  • Conducting Training Programs
  • Customer Presentations & Demoing
  • Intranet Strategy
  • Cross-functional Team Collaboration
  • Data Measurement & Analysis
  • Customer Advocacy
  • Account Management & Sales Proficiency
  • Revenue Retention
  • Strategic Planning & Performance Tracking
  • Schedule Management
  • Staff Mentoring & Leadership

Timeline

Senior Customer Success Manager

MangoApps
05.2025 - Current

Customer Success Manager

MangoApps
05.2024 - 05.2025

Enterprise Account Executive & Account Manager

Staffbase
09.2022 - 05.2024

Strategic Growth Account Manager

Twilio
08.2021 - 09.2022

Senior Account Manager

Indeed.com
06.2017 - 08.2021

Bachelor of Science - Communications with concentration in Sports Media

Sacred Heart University, Jack Welch College of Business

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