JULIE DEELY
Charleston,SC
Summary
Accomplished leader in customer success, driving 98% retention through strategic account planning and proactive engagement. Expert in SaaS account management and cross-functional leadership, enhancing product adoption and reducing churn. Proven track record in upsell strategies, delivering significant expansion revenue while mentoring teams for optimal performance.
Overview
13
13
years of professional experience
Work History
Customer Success & Onboarding Manager
Aesthetix CRM
04.2024 - Current
- Manage $1.5M+ ARR portfolio across Enterprise and Mid-Market SaaS customers
- Maintained 98% retention and 110-115% net revenue retention through proactive customer engagement
- Drove 20-25% expansion revenue through upsell, cross-sell, and product adoption strategies
- Reduce time-to-value by 30-35% through improved onboarding workflows
- Lead Executive Business Reviews focused on ROI, KPIs, and growth opportunities
- Developed customer health scoring system that reduced churn risk by 35-40%
- Partner with Product, Sales, and Support to improve roadmap alignment and customer experience
Senior Customer Success Manager
Phorest Salon Software
06.2020 - 04.2024
- Owned $900K-$1M+ annual renewal targets, consistently achieving 100-105% performance
- Generated 15-20% annual expansion revenue through upsell and adoption strategies
- Reduced churn risk by up to 40% through proactive engagement and health monitoring
- Managed 60+ enterprise and mid-market SaaS accounts, addressing multi-location complexities to enhance customer satisfaction
- Delivered 40-60 executive business reviews annually, focusing on aligning customer KPIs with strategic initiatives
- Collaborated cross-functionally with sales, product, and support teams to align strategies and improve customer outcomes
- Mentored junior CSMs on account strategy, retention planning, and stakeholder management
Onboarding Coordinator
Phorest Salon Software
01.2018 - 06.2020
- Led onboarding for 25-40 mid-market SaaS customers monthly, ensuring smooth integration and customer satisfaction
- Improved onboarding completion and activation rates by 25-30%
- Delivered training sessions for 100+ end users, enhancing product adoption and user engagement
- Coordinated launch readiness across sales, product, and support teams to align efforts and streamline onboarding process
Operations Supervisor
Sephora
03.2013 - 08.2017
- Led coaching and development for teams of 10-20 employees, fostering skill growth and collaboration
- Enhanced operational efficiency and customer satisfaction through targeted process improvements
- Managed retail operations and team performance in high-volume environment, ensuring smooth daily operations
Education
Bachelor - Fashion Merchandising
Indiana University of Pennsylvania
Skills
- Customer Success Management
- SaaS Account Management
- Onboarding process
- Product Adoption
- Retention
- Expansion Revenue
- Upsell/Cross-Sell
- Churn Reduction
- Customer Health Scoring
- Lifecycle Management
- Business reviews
- Strategic Account Planning
- Stakeholder Management
- Cross-functional leadership
- CRM Systems
- Value optimization
Timeline
Customer Success & Onboarding Manager
Aesthetix CRM
04.2024 - Current
Senior Customer Success Manager
Phorest Salon Software
06.2020 - 04.2024
Onboarding Coordinator
Phorest Salon Software
01.2018 - 06.2020
Operations Supervisor
Sephora
03.2013 - 08.2017
Bachelor - Fashion Merchandising
Indiana University of Pennsylvania