Summary
Overview
Work History
Education
Skills
CRM Platform
Timeline
Generic

Justin Thomas

Phoenix,AZ

Summary

Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.

Overview

11
11
years of professional experience

Work History

Customer Success Manager II - Enterprise

Glassdoor
09.2021 - 06.2025
  • Managed customer inquiries and complaints in a professional manner.
  • Managed and maintained a portfolio of key accounts, fostering long-term relationships.
  • Trained customers on product features and best practices, enhancing their overall experience.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Provided guidance on how customers can maximize the value they receive from products and services.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • Coached team members on best practices for delivering exceptional customer experiences.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction. (NPS and CSAT)
  • Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
  • Developed and executed customer success strategies to increase retention rates.
  • Negotiated contract renewals and managed customer expectations to ensure satisfaction.
  • Developed and maintained customer success documentation and resources using Salesforce

Senior Customer Success Manager - Enterprise

Virtuous Software
02.2020 - 09.2021
  • Managing a portfolio of larger, more complex, or strategically important accounts
  • Developing and executing long-term success plans aligned with the customer's business objectives
  • Building and maintaining relationships with executive-level stakeholders
  • Mentoring and guiding junior CSMs, sharing best practices and expertise
  • Contributing to the development of customer success processes and strategies
  • Analyzing complex customer data to identify trends, predict churn, and uncover growth opportunities
  • Developing and presenting detailed reports and insights to internal and external stakeholders
  • Using data to drive strategic decision-making and improve customer outcomes
  • Working closely with sales, product, marketing, and support teams to ensure a seamless customer experience
  • Acting as a liaison between customers and internal teams, advocating for customer needs and priorities
  • Handling complex customer issues and escalations, finding creative solutions and mitigating risks
  • Anticipating potential problems and proactively implementing preventive measures
  • Identifying and pursuing opportunities for upselling, cross-selling, and account expansion
  • Cultivating customer advocates and gathering testimonials and case studies
  • SaaS Software CRM Platform
  • Developed training materials to enhance user understanding of software features.
  • Led initiatives to increase customer engagement through tailored communication strategies.

Customer Success Professional Services Consultant II

Fortitude
06.2019 - 12.2019
  • Company Overview: SaaS Software Company - Remote
  • They guide new customers through the onboarding process, ensuring smooth implementation of the company's solutions
  • This often involves configuring software, providing training, and assisting with initial setup
  • They act as trusted advisors, helping clients align the product or service with their specific business goals
  • This includes providing strategic recommendations and best practices
  • They anticipate potential issues and proactively address them, rather than simply reacting to problems
  • This can involve monitoring usage patterns, providing ongoing training, and offering optimization tips
  • Building and maintaining strong client relationships is essential
  • They regularly communicate with clients, understand their needs, and ensure their satisfaction
  • A primary focus is to help clients achieve their desired outcomes and realize the full value of their investment
  • This involves tracking key performance indicators (KPIs) and demonstrating the impact of the solutions
  • They gather client feedback and provide it to internal teams to drive product and service improvements
  • They act as a bridge between the client and the company
  • Often these consultants will be involved in providing billable services to the customer, such as custom implementation, or in depth training
  • SaaS Software Company - Remote

Customer Success Campaign Manager – Managed Services Enterprise

Integrate
04.2018 - 06.2019
  • Company Overview: SaaS Software Company
  • The first point of escalation for all client campaign inquiries and custom requests in a client facing environment
  • Partner with sales leaders and act as a trusted advisor for all client campaign needs
  • Partner with the Global Campaign Operations team members to ensure frequent updates across all assigned client accounts are delivered (pacing, build progress, etc.)
  • Enhance the value of our products and services while cultivating trusted advisory relationships with assigned clients
  • Coordinate campaign execution using integrated tools and technologies for demand generation and display platforms
  • Establish a regular cadence with internal teams and key customer stakeholders to track achievement of agreed upon business objectives
  • Act as the point of contact and launch manager for client campaigns within your book of business
  • Transform campaign data into actionable insights, offering solutions aligned with clients' technical and business objectives
  • Create presentations and lead KOC, QBR, etc
  • Calls directly with clients regarding Campaign Strategy and execution
  • Proactively spot optimization opportunities and partner with sales to develop strategy and partnership with clients
  • Lead clients (new and existing) through Pipeline360/Integrate, overseeing implementations, integrations, maintenance, and expansion
  • Swiftly address various client requests
  • Facilitate communication among internal departments, providing updates on status, technical requirements, campaign progress, and issue resolution
  • Identify cross-functional resources to implement sustainable solutions
  • Use data analysis to identify how your team will meet company objectives and arrive at the best opportunities for success
  • Collaborate with peers to create and enforce best practices for the team and for campaign processes
  • Act as an extension of the team to ensure client happiness
  • Work with Marketo, Eloqua, etc
  • SaaS Software Company

Account Manager

Retailmenot
07.2016 - 04.2018
  • Company Overview: Technology Company
  • Building and maintaining strong, long-term relationships with senior-level executives and decision-makers at client companies
  • Understanding clients' business objectives, challenges, and strategic goals
  • Acting as a trusted advisor, providing insights and recommendations on how the software company's solutions can address client needs
  • Identifying and pursuing opportunities to upsell and cross-sell software products and services
  • Developing and executing account plans to maximize revenue and increase client satisfaction
  • Negotiating and closing complex contracts and renewals
  • Serving as the primary point of contact for assigned accounts, ensuring timely and effective communication
  • Advocating for client needs within the software company, working with internal teams (product, development, support) to resolve issues and deliver solutions
  • Monitoring client satisfaction and proactively addressing any concerns
  • Contributing to sales forecasting and pipeline management
  • Staying up-to-date on industry trends, competitive landscape, and the company's product roadmap
  • Providing feedback to product teams on client needs and market opportunities
  • Tracking and analyzing key account metrics to measure performance and identify areas for improvement
  • Preparing and delivering regular reports and presentations to clients and internal stakeholders
  • Technology Company

Client Growth Analyst

HotChalk
09.2014 - 07.2016
  • Company Overview: SaaS Higher Education Firm
  • Proactively engage prospective students in a goal oriented, metric driven environment
  • Keep up to date with university, financial aid and compliance regulations
  • Execute recruitment measures via phone, email, and chat ensuring that targeted response times and accuracy guidelines are consistently met
  • Provide an immaculate student experience while encouraging the pursuit of their educational goals
  • Utilize a collaborative approach connecting students with experts and counselors if any help is needed
  • Experience in SaaS Sales in acquiring new colleges to partner with
  • SaaS Higher Education Firm

Education

Bachelor of Arts - Earth And Environmental Science

Arizona State University
Tempe, AZ
05-2014

Skills

  • Customer account management
  • Customer relationship building
  • Customer retention
  • Client relations
  • Customer advocacy
  • Strategic planning
  • CRM software
  • Account management
  • Customer relations
  • Training and mentoring
  • Revenue growth
  • Customer service
  • Teamwork and collaboration
  • Cross-functional coordination

CRM Platform

  • Salesforce
  • Gainsight
  • ChurnZero
  • Zoom
  • Slack
  • Microsoft Teams
  • ZenDesk
  • Jira
  • Gong

Timeline

Customer Success Manager II - Enterprise

Glassdoor
09.2021 - 06.2025

Senior Customer Success Manager - Enterprise

Virtuous Software
02.2020 - 09.2021

Customer Success Professional Services Consultant II

Fortitude
06.2019 - 12.2019

Customer Success Campaign Manager – Managed Services Enterprise

Integrate
04.2018 - 06.2019

Account Manager

Retailmenot
07.2016 - 04.2018

Client Growth Analyst

HotChalk
09.2014 - 07.2016

Bachelor of Arts - Earth And Environmental Science

Arizona State University

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