JUSTIN SALAS
Spanishfork,UT
Summary
People-first Customer Success Leader with a track record of building high-performing teams and leading with accountability. Experienced in leading teams managing complex, high-value accounts with ACVs from $70K to $1.2M. Known for developing talent through hands-on coaching and staying in the trenches, modeling what great looks like, and supporting the team through real-time feedback.
Overview
6
6
years of professional experience
Work History
Manager, Commercial Customer Success
Awardco
03.2023 - Current
- Lead a team managing 6–25 high-value strategic accounts each, with ACVs ranging from $70K to $1.2M, including large, complex enterprise customers.
- Maintained team averages of 95% GRR and 110% NRR, exceeding retention and expansion goals.
- Implemented a Customer Success Qualified Lead (CSQL) tracking process, increasing visibility into CSM-driven revenue opportunities and strengthening sales alignment.
Manager, Mid-Market Customer Success
Awardco
03.2024 - 12.2024
- Directed a team managing mid-market accounts, achieving 95% GRR and 106% NRR through proactive account planning and adoption strategies.
- Developed and rolled out a client handoff process, improving account knowledge transfer and reducing churn risk.
- Created a QBR call rubric to improve structure, strategic discussion, and executive stakeholder engagement.
Team Lead, Mid-Market Customer Success
Awardco
08.2023 - 03.2024
- Provided coaching to CSMs while carrying a partial client portfolio, sustaining 95% GRR and 106% NRR.
- Co-developed a standardized Customer Success Plan adopted across the department.
- Partnered with leadership to improve portfolio management strategy and adoption playbooks.
Customer Success Manager, Mid-Market
Awardco
03.2023 - 08.2023
- Managed a portfolio of mid-market accounts, delivering 100% GRR and 112% NRR.
- Led ROI-focused strategy sessions on recognition program design and adoption.
- Identified expansion opportunities, contributing to portfolio growth.
Strategic Customer Success Manager
Hawk Ridge Systems
07.2022 - 01.2023
- Managed 10 enterprise accounts ($300K ACV average), achieving 100% GRR and 107% NRR.
- Generated $100K+ in expansion revenue within two quarters by identifying upsell opportunities.
- Increased on-demand training usage by 33% through targeted client engagement campaigns.
Customer Success Manager
Sales Impact Academy
07.2021 - 07.2022
- Owned the company’s largest strategic accounts, including Zoom and HubSpot ($150K ACV average).
- Achieved 97% logo retention quarter-over-quarter.
- Created account segmentation models to optimize portfolio management.
Customer Success Manager
Client Chat Live
03.2019 - 07.2021
- Managed a 100+ client book, increasing monthly revenue by 10% through upsells and feature adoption.
- Maintained 93% GRR.
- Reduced time-to-launch by 25% through a streamlined onboarding process.
Education
Bachelor's - Communications
Utah State University
Logan, UT01.2014
Timeline
Manager, Mid-Market Customer Success
Awardco
03.2024 - 12.2024
Team Lead, Mid-Market Customer Success
Awardco
08.2023 - 03.2024
Manager, Commercial Customer Success
Awardco
03.2023 - Current
Customer Success Manager, Mid-Market
Awardco
03.2023 - 08.2023
Strategic Customer Success Manager
Hawk Ridge Systems
07.2022 - 01.2023
Customer Success Manager
Sales Impact Academy
07.2021 - 07.2022
Customer Success Manager
Client Chat Live
03.2019 - 07.2021
Bachelor's - Communications
Utah State University
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