JOSHUA WHALEY
Chicago,IL
Summary
Proven Client Success Manager with over 4 years of experience driving customer satisfaction, program optimization, and revenue growth. Adept at managing onboarding, implementing feedback loops, and owning client relationships across multiple industries. Experienced in working cross-functionally with sales, support, and operations to increase retention and solve pain points. Excellent communication skills and a client-first mindset.
Overview
2
2
years of professional experience
Work History
Customer Success Manager
7th Level
11.2024 - Current
- Took over a key client program with no prior structure, building onboarding systems and client resources to reduce churn.
- Implemented client feedback loops via Typeform, consistently earning 15/15 scores and driving long-term satisfaction.
- Streamlined operations for internal team communication, saving time and improving program consistency.
- Directly influenced $50K+ in Q1 upsell revenue through relationship management and proactive engagement.
Account Manager
State Farm
Chicago, IL
01.2024 - 11.2024
- Managed customer accounts including policy updates, billing issues, and claims support across auto and home.
- Delivered personalized policy recommendations aligned to long-term client needs and risk profiles.
- Provided support across inbound and outbound client channels, helping maintain service standards.
- Balanced retention and acquisition activities while maintaining compliance and licensing standards.
Sales Development Representative (Contract)
7th Level
06.2023 - 09.2023
- Prospected and qualified B2B leads for high-ticket sales training solutions.
- Managed pipeline and booked demos for account executives.
- Learned SaaS sales structure and built foundational sales acumen in high-volume environment.
Senior SDR
Instawork
Chicago, Illinois
01.2023 - 06.2023
- Sold SaaS-based staffing solutions to businesses seeking temporary labor across logistics, hospitality, and warehousing.
- Collaborated with onboarding and support teams to transition clients into active users.
- Closed mid-market deals with consultative sales strategy focused on client ROI.
Education
Bachelor of Science - Business
Ball State University
Muncie, IN05-2020
Skills
- Client relationship management
- Account management
- Customer relationship building
- Upselling strategies
- Revenue growth
- Process improvement
- Client onboarding
- Cross-Functional Collaboration
Websites
Timeline
Customer Success Manager
7th Level
11.2024 - Current
Account Manager
State Farm
01.2024 - 11.2024
Sales Development Representative (Contract)
7th Level
06.2023 - 09.2023
Senior SDR
Instawork
01.2023 - 06.2023
Bachelor of Science - Business
Ball State University
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