Kaitlyn Marsh
Milady (Cengage Group)
Leesburg,FL
14
years of professional experience
Enterprise account professional managing complex client relationships, revenue retention, and solution alignment across multiple stakeholders. Oversees 25+ enterprise accounts and works across teams to support renewals, upsells, and issue resolution for high-value clients for 200+ additional tiered accounts. Fits the scope and client management demands of an Enterprise Account Manager path.
Work History
Customer Success Manager
1 Year 4 Months- Track 50+ renewals monthly to surface retention risks early and protect recurring revenue.
- Manage 250+ accounts generating over $6 million annually through acquiring new business, retention, and upsell strategies.
- Deliver tailored product recommendations that align customer needs with adoption goals.
- Strengthen long-term relationships by identifying expansion opportunities across assigned accounts.
- Partner cross-functionally to resolve escalations and improve the customer experience.
- Build renewal forecasts and account plans that support pipeline visibility and territory priorities.
- Lead onboarding and product demonstrations that help customers adopt solutions quickly.
Customer Engagement Associate Manager
2 Years 7 Months- Managed 100+ key accounts generating $500K+ annually, balancing growth, service quality, and renewal priorities.
- Sustained 95-100% client retention by tailoring engagement strategies to client needs and lifecycle goals.
- Trained corporate clients on learning platforms, improving adoption, efficiency, and day-to-day user confidence.
- Led feature design initiatives by translating client feedback into practical product improvements and innovation priorities.
- Built account plans that aligned engagement, renewal forecasting, and upselling opportunities across priority relationships.
- Collaborated with internal teams to resolve escalations, coordinate implementation updates, and maintain strong stakeholder communication.
- Strengthened customer engagement by combining product demonstrations, onboarding support, and Salesforce-based account tracking.
Implementation Specialist
7 Months- Led client onboarding workflows, translating partner requirements into clear implementation milestones.
- Delivered training sessions that streamlined admin adoption and reduced confusion during setup.
- Coordinated with internal teams to resolve onboarding issues quickly and keep partner launches moving.
Service Coordinator
2 Years 2 Months- Managed logistics for test prep sessions and program materials across multiple service needs.
- Improved support workflows to streamline coordination between operations and student services.
- Communicated with students and internal teams to resolve routine scheduling issues quickly.
Student Advocacy Account Manager
3 Years 5 Months- Advocated for students and managed 500+ escalations annually across complex account issues.
- Mentored 15+ new hire classes, improving service performance and consistency across teams.
- Increased retention and enrollment through targeted student interventions and timely outreach.
- Managed key student relationships with a focus on advocacy, follow-up, and issue resolution.
- Partnered with cross-functional teams to resolve student concerns and maintain a consistent experience.
- Supported onboarding conversations by guiding students through next steps and program expectations.
- Used CRM records to track student activity, identify risks, and prioritize follow-up actions.
Teller
1 Year- Processed deposits, withdrawals, and payments while delivering courteous, efficient teller service.
- Supported teller training by reinforcing service standards and consistent front-line procedures.
- Provided accurate customer assistance with routine account requests and branch transactions.
Guest Services Assistant Supervisor
4 Years- Resolved 100+ guest issues daily while maintaining responsive service across high-volume park operations.
- Led 15+ cross-functional teams to coordinate guest service delivery and operational support.
- Supported ADA accessibility initiatives to improve park access and guest experience.
- Coordinated front-line service responses to keep guest interactions efficient, consistent, and professional.
Education
Associate of Arts - Business Administration
Associate of Science - Business Management
Skills
Key account management
Salesforce & CRM platforms
Upselling & retention strategies
Account planning
Implementation & onboarding
Client training
Product demonstrations
Escalation management
Cross-functional collaboration
Stakeholder management
Renewal forecasting
Customer success strategy
Cross-sell strategy
Upselling
Pipeline management
Territory management
CRM software
Product demonstrations
Client onboarding
Renewal management
Client retention
Timeline
Customer Success Manager
Milady (Cengage Group)
06.2025 - CurrentRead More
Customer Engagement Associate Manager
Kaplan North America
11.2022 - 06.2025Read More
Implementation Specialist
Kaplan North America
04.2022 - 11.2022Read More
Service Coordinator
Kaplan North America
02.2020 - 04.2022Read More
Student Advocacy Account Manager
Kaplan North America
09.2016 - 02.2020Read More
Teller
McCoy Federal Credit Union
09.2015 - 09.2016Read More
Guest Services Assistant Supervisor
SeaWorld Parks & Entertainment
08.2012 - 08.2016Read More
Valencia College
Associate of Science from Business Management
Read More
Valencia College
Associate of Arts from Business Administration
Read More