JULIE WALKER CARSWELL
Summary
Customer success leader with proven ability to achieve 99% customer retention and generate over $900k in qualified expansion pipeline. Over 20 years of experience in driving revenue growth and fostering executive partnerships within enterprise SaaS organizations. Skilled in aligning cross-functional teams to enhance customer strategies and deliver measurable results. Successfully led high-performing teams and strategic recovery initiatives while collaborating with executive stakeholders.
Overview
28
28
years of professional experience
Work History
Senior Strategic Customer Success Manager
RHYTHM SOFTWARE
02.2026 - Current
- Manage an enterprise customer portfolio exceeding $3.5M ARR, serving as the executive partner for customer retention, renewals, expansion strategy, and long-term business outcomes.
- Achieved 99% customer retention while improving customer satisfaction and Net Promoter Score (NPS).
- Drove generation of over $900K in qualified expansion pipeline through strategic account planning and fostering executive relationships.
- Led execution of the CEO's Northstar customer recovery initiative, aligning Product, Engineering, Sales, Support, Finance, and Customer Success to stabilize high-risk enterprise accounts.
- Led Customer Success organization during Vice President's leave, overseeing operations, coaching team members, managing interviews, and resolving customer escalations.
- Collaborated with executive leadership to enhance Customer Success operations, improve customer health metrics, and optimize strategic account management.
Senior Customer Success Manager
GROWTHZONE
12.2014 - 01.2026
- Managed an enterprise portfolio exceeding $2M ARR, serving as the executive advisor for customer retention, renewals, strategic planning, and executive engagement.
- Acted as a trusted advisor to CEOs, executive directors, and senior leadership, facilitating Executive Business Reviews and strategic customer planning.
- Executed strategic renewals, contributing to 90% customer retention.
- Led cross-functional customer recovery initiatives involving Product, Engineering, Support, Sales, Professional Services, and executive leadership.
- Onboarded, mentored, and coached Customer Success Managers, promoting best practices in Customer Success.
- Influenced product strategy and operational improvements by representing the Voice of the Customer.
Director of Customer Success
AUREA ENERGY SOLUTIONS
01.2006 - 01.2014
- Directed customer success and operations for over 250,000 multifamily units, enhancing customer strategy, operational performance, and team leadership.
- Increased enterprise revenue by 20% across strategic customer portfolios averaging approximately $1M ARR.
- Generated $300K in additional revenue through operational improvements and standardized best practices.
- Led, hired, coached, and developed a team of 10 Customer Success and Operations professionals.
- Directed budgeting and operational planning while implementing continuous improvement initiatives that increased employee satisfaction by 20%.
Manager, Implementation & Utility Services
PRENOVA, INC.
01.1999 - 01.2006
- Directed utility management programs overseeing $300M in annual enterprise energy expenditures, optimizing resource allocation and cost efficiency.
- Increased company gross margin by 25% through operational process improvements.
- Generated more than $1M in customer savings while contributing approximately $350K annually to company profitability.
- Developed executive business proposals and presentations that secured $400K in new sales opportunities.
Education
MBA - Management Information Systems
Tennessee Technological University
BS - Business Management
Tennessee Technological University
Skills
- Customer Success Leadership
- Customer Retention
- Customer Experience (CX)
- Enterprise Success Management
- Revenue Growth & Portfolio Management
- Executive Relationship Management
- Executive Business Reviews (QBRs)
- Customer Recovery & Escalation Management
- Cross-Functional Leadership
- Team Development
- Operational Excellence
- Salesforce
- HubSpot
- Asana
- AI Adoption & Enablement (ChatGPT,Claude)
Honors And Awards
- Customer Focus Award
- Shared Value Champion Award
- Leadership Award for Cross-Department Collaboration
- Bridge Builder Award
Timeline
Senior Strategic Customer Success Manager
RHYTHM SOFTWARE
02.2026 - Current
Senior Customer Success Manager
GROWTHZONE
12.2014 - 01.2026
Director of Customer Success
AUREA ENERGY SOLUTIONS
01.2006 - 01.2014
Manager, Implementation & Utility Services
PRENOVA, INC.
01.1999 - 01.2006
MBA - Management Information Systems
Tennessee Technological University
BS - Business Management
Tennessee Technological University