Justina Johnson
Plano
Summary
Customer Success leader in SaaS with over 7 years of experience driving revenue growth and client retention across fintech and healthcare sectors. Exceeded quota in 11 of 12 periods, enhancing renewal rates to 93% while generating over $10M in pipeline influence through strategic account management and data-driven insights.
Overview
14
14
years of professional experience
1
1
Certification
Work History
1099 Business Consultant
Oodles of Leads
Philadelphia
10.2025 - Current
- Managed full sales cycle from cold outreach to discovery calls, needs analysis, and closing, consistently converting prospects into paying clients.
- Consistently exceeded monthly KPI and quota targets through disciplined pipeline management and high-volume outbound prospecting.
- Sold SMS marketing and lead generation packages to home service professionals, including plumbers, electricians, and general contractors.
- Sold SMS marketing and lead generation packages to home service professionals, driving client engagement and enhancing lead conversion.
- Achieved top sales representative ranking by consistently exceeding peers in revenue generation and deal closure rates.
- Streamlined contract execution with DocuSign, accelerating deal closure timelines and improving client onboarding process.
ACCOUNT EXECUTIVE, MID-MARKET MERCHANT ACCOUNTS
PaySafe
Philadelphia
09.2024 - Current
- Managed mid-market merchant portfolio by integrating acquisition, onboarding, and post-sale engagement activities, enhancing customer retention and sustaining predictable revenue through consultative solution alignment and structured relationship management.
- Leveraged Salesforce, Zendesk, and Customer Health Scores (CHS) to monitor engagement activity, identify service risks, and improve account continuity, contributing to 0 customer churn and renewal performance reaching 93% across active merchant accounts.
- Conducted operational assessments and onboarding consultations that aligned payment solutions with client requirements, improving adoption outcomes and uncovering measurable upsell opportunities that increased portfolio expansion activity by 20% within existing business relationships.
- Coordinated internal communication using Slack, Zoom, and workflow automation tools to optimize follow-up processes and enhance response efficiency, supporting scalable customer experience management in high-volume merchant engagement cycles.
- Analyzed NPS feedback, support interaction patterns, and account engagement trends with Microsoft Excel and reporting workflows to strengthen relationship stability and maintain portfolio health across evolving mid-market customer environments.
SAAS ACCOUNT EXECUTIVE
Intuit
Remote
02.2022 - 09.2024
- Managed an SMB SaaS portfolio by combining acquisition and post-sale engagement strategies, selling QuickBooks and digital payment solutions while generating $800K+ in revenue and exceeding quarterly targets by 137% in Q1 and 150% in Q2 through structured account planning.
- Leveraged Salesforce, Salesloft, HubSpot, and ZoomInfo to automate outreach cadences and improve pipeline visibility, reducing average sales cycles to 30 days for QuickBooks accounts.
- Analyzed engagement activity, outreach performance, and customer satisfaction indicators using Microsoft Excel, Tableau, and CRM reporting workflows to identify expansion opportunities and strengthen account continuity.
- Conducted consultative discussions with senior decision-makers using Gong, ChatGPT, and Slack to optimize communication workflows and achieve 70-80% close rate on high-volume SaaS sales.
SAAS ACCOUNT EXECUTIVE
Healthicity
Remote
01.2020 - 02.2022
- Managed a healthcare SaaS territory consisting of 1,000 prospects and 200 buying accounts, generating $1M in pipeline revenue through customer lifecycle management, consultative engagement, and targeted outreach aligned with evolving compliance requirements.
- Analyzed engagement activity using Salesforce, ZoomInfo, and Microsoft Excel to accelerate 6-month sales cycle and align platform capabilities with operational priorities and stakeholder requirements, enhancing account health management.
- Executed structured outreach campaigns with 50+ outbound calls and personalized follow-ups, increasing qualified engagement opportunities and supporting customer retention and expansion discussions across healthcare technology purchasing groups.
- Utilized Salesforce, ZoomInfo, and Microsoft Excel to analyze engagement activity, accelerate a 6-month sales cycle, and improve account health management by aligning platform capabilities with operational priorities and stakeholder requirements.
MEDICARE SALES INSURANCE AGENT
United Health Group
Philadelphia
01.2018 - 01.2020
- Managed a nationwide Medicare client portfolio across 50 states, applying customer lifecycle management, proactive renewal outreach, and consultative insurance guidance to generate $800K in pipeline revenue while exceeding quarterly performance objectives by 126%.
- Monitored engagement patterns and resolved policy-related concerns using Salesforce and Excel, enhancing customer retention through structured follow-ups, coverage optimization discussions, and account support initiatives.
- Coordinated with healthcare operations and service teams via Slack and Microsoft Teams to address complex member policy issues, reducing resolution timelines and fostering cross-functional collaboration in regulated insurance environments.
- Analyzed customer feedback and policy utilization trends to identify service risks and support policy continuity, maintaining high-performing client relationships aligned with long-term portfolio stability.
BUSINESS DEVELOPMENT & OPERATIONS MANAGER
Insured Trustee
Denver
11.2013 - 01.2018
- Directed client onboarding and operational workflows for regulated insurance accounts, enhancing customer experience and retention through standardized documentation and improved interdepartmental communication.
- Managed daily business operations and vendor coordination for a 50-person team, improving service consistency and supporting cross-functional collaboration and scalability in client responsiveness.
- Oversaw client data administration and issue resolution in sensitive insurance environments, minimizing service disruptions and ensuring account health through accurate records maintenance and proactive escalation handling.
- Oversaw compliant client data administration and issue resolution processes within sensitive insurance environments, minimizing service disruptions and supporting reliable account health management through accurate records maintenance, internal coordination, and proactive escalation handling initiatives.
LIFE INSURANCE AGENT, HEALTH & LIFE
Insured Trustee
Denver
09.2012 - 11.2013
- Achieved sustained top-agent recognition from Sept 2017 to Jul 2021 by applying strategic account planning, disciplined pipeline oversight, and executive stakeholder engagement techniques that improved closing performance, protected account health, and supported measurable portfolio expansion outcomes.
- Conducted policy reviews and tailored product demonstrations, enhancing customer satisfaction and increasing supplemental policy adoption through structured follow-ups and proactive service resolution.
- Managed customer lifecycle across sales cycles of 1-30 days, facilitating 6+ weekly client meetings and 3-4 presentations while optimizing cross-sell strategy and ensuring ongoing account continuity.
- Received top-agent recognition from Sept 2017 to Jul 2021 by implementing strategic account planning and disciplined pipeline oversight, enhancing closing performance and maintaining account health.
Education
Master of Business Administration - Business Management
Fox School of Business at Temple University
Philadelphia, PABachelor of Arts - Mass Communication
Cabrini University
Radnor, PASkills
- Enterprise Customer Success
- Customer Success Operations
- Client Success Strategy
- Client Retention Strategies
- Growth strategy
- Client Engagement Processes
- Renewal and Expansion Strategy
- Service Delivery Management
- Strategic Revenue Retention
- Renewal strategy
- Customer Adoption Leadership
- Revenue retention
- Data-driven management
- Adoption leadership
- Business Solution Consulting
- Cross-Functional Leadership
- Success strategy
- High-Value Account Growth
Certification
Technology Sales Certification-Course Careers Technology Sales Bootcamp
License
Life & Health Insurance Producer License - Pennsylvania Division of Insurance
Key Skills And Expertise
- Enterprise Customer Success
- Strategic Account Expansion
- Executive Client Partnerships
- Customer Retention Leadership
- Revenue Growth Strategy
- Customer Success Operations
- Enterprise Relationship Management
- SaaS Portfolio Management
- Business Value Optimization
- Renewal and Expansion Strategy
- Customer Health Management
- Strategic Revenue Retention
- Data-Driven Account Management
- Customer Adoption Leadership
- Consultative SaaS Solutions
- Cross-Functional Leadership
- Client Success Strategy
- High-Value Account Growth
Timeline
1099 Business Consultant
Oodles of Leads
10.2025 - Current
ACCOUNT EXECUTIVE, MID-MARKET MERCHANT ACCOUNTS
PaySafe
09.2024 - Current
SAAS ACCOUNT EXECUTIVE
Intuit
02.2022 - 09.2024
SAAS ACCOUNT EXECUTIVE
Healthicity
01.2020 - 02.2022
MEDICARE SALES INSURANCE AGENT
United Health Group
01.2018 - 01.2020
BUSINESS DEVELOPMENT & OPERATIONS MANAGER
Insured Trustee
11.2013 - 01.2018
LIFE INSURANCE AGENT, HEALTH & LIFE
Insured Trustee
09.2012 - 11.2013
Master of Business Administration - Business Management
Fox School of Business at Temple University
Bachelor of Arts - Mass Communication
Cabrini University