Accomplished Customer Success Manager with a proven track record at Aiwyn, enhancing account growth and customer satisfaction through strategic management and innovative processes. Excelled in professional communication and Salesforce, achieving a 30% increase in upsell opportunities. Skilled in mentoring and cross-functional collaboration, driving significant ARR uplift and fostering customer advocacy with a singular focus on results.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Aiwyn
07.2023 - Current
Managed a portfolio of 32 strategic accounts and $M in ARR
Developed and implemented Customer Success Qualified Leads (CSQLs) process, resulting in a 30% increase in upsell opportunities and $M in ARR
Facilitated over 15 inperson Quarterly Business Reviews (QBRs) with key clients, enhancing customer relationships and identifying growth opportunities.
Documented and optimized customer onboarding processes, reducing time to value by 40% for new customers.
Cultivated customer advocacy programs, leading to a 25% increase in referrals and testimonials from satisfied clients.
Mentored and trained 2 new customer success managers, fostering skill development and enhancing team performance.
Collaborated with crossfunctional teams, including sales, product, and marketing, to align customer needs with business objectives.
Successfully launched a customer feedback loop, gathering insights that informed product enhancements and service improvements.
Created and maintained comprehensive documentation for customer processes, ensuring consistency and efficiency across the team.
Pioneered the Customer Success program as the first CSM to report directly to the Chief Customer Officer, establishing foundational practices and metrics.
Increased revenue expansion through strategic account management and adoption of Aiwyn platform, contributing to a 15% uplift in ARR over 12 months.
Implemented a customer health scoring system that proactively identified atrisk accounts, enabling timely intervention and retention efforts.
Conducted regular training sessions on product updates and best practices, improving customer engagement and product utilization.
Acted as a liaison between customers and product development teams, ensuring client feedback was prioritized in the product roadmap.
Developed metrics and KPIs to measure customer success, providing actionable insights to senior leadership for strategic decisionmaking.
Organized customer networking events, fostering community and collaboration among users to share best practices and drive product loyalty.
Championed datadriven decisionmaking by analyzing customer usage patterns and recommending tailored solutions to enhance their experience.
Commercial Customer Success Manager
Navan (Formerly Known As TripActions)
08.2022 - 04.2023
Served as primary point of contact for ~80 accounts, owning all post-sales activity including onboarding, training, adoption, and renewals
Managed entire onboarding process for new customers by determining business goals and priorities, and worked with stakeholders to translate them into implementation plan
Kept project milestones on track by establishing and tracking implementation project timelines and
project plans with all necessary stakeholders using project management tool (Monday.com)
Delivered Quarterly Business Reviews that drove adoption and strengthened relationships anchored in data-driven insights pulled from Tableau, Holistics, SFDC and Excel
Monitor customer health and quickly resolving issues and problems through cases to prevent churn
Partnered closely with sales to provide qualified leads and serve as product SME, leading to 8 closed-won upsells to secondary product offering (Expense)
Served as liaison between customer and product team by gathering customer requirements and delivering product feedback resulting in 3 new product features
Led and negotiated all renewals for book of business
Led 2-3 product trainings weekly for senior level customer audiences
Advocated for customer internally by developing cross-functional partnerships with various internal teams - Sales, Sales Operations, Support, Marketing, Product, and Engineering
Updated customer records by keeping SFDC notes up-to-date for ~80 customers
Growth Customer Success Manager
Navan (Formerly Known As TripActions)
10.2021 - 08.2022
Job duties same as Commercial Customer Success Manager description working with Growth Accounts
January 2022-March 2022: decreased time to onboard new growth customers from 3-5 weeks to less than one day by working on implementation special project with product engineering
Participated as mentor in Let's Go Mentorship program
Senior Strategic Enterprise Relationship Manager
Sprinklr
01.2021 - 10.2021
Identified cross-sell/upsell opportunities for current customer base
Established relationships with key decision-makers within customer's organization to promote growth and retention
Researched and identified opportunities for account growth, account penetration and market expansion
Collected data and performed customer needs analysis
Generated new business with marketing initiatives and strategic plans
Job duties same as Senior Business Relationship Manager Position
Promoted to Senior Relationship Manager for quota achievement and peer leadership
Senior Business Development Manager
LogicMonitor
03.2020 - 07.2020
Generated new business with marketing initiatives and strategic plans for B2B software organization providing an all-inclusive IT monitoring solution
Performed research to uncover potential target areas, markets and industries
Represented LogicMonitor professionally by attending U.S. trade shows resulting in 2 closed-won opportunities
Assisted department in achieving team goals by mentoring and coaching other BDRs
Business Development Manager
LogicMonitor
11.2019 - 03.2020
Job duties same as Senior Business Development Manager description
Q1 2020: BDR of quarter award for achieving 125% quota as well as going above and beyond to assist peers
Represented LogicMonitor professionally by attending U.S. trade shows resulting in 2 closed-won opportunities
Promoted to Senior Business Development Manager
Business Analyst
The Alexander Group
05.2017 - 10.2019
The Alexander Group is a revenue growth consulting firm
Provided consulting recommendations to 11 clients total in technology sector by applying Alexander Group methodologies and industry benchmarking, participated in client interviews and related fact-finding initiatives, and collaborating with team to create high-quality, error-free deliverables
Developed high proficiency in PowerPoint, Excel, and data analytics by creating high quality, error free deliverable for senior clients
Education
Bachelor of Science - Business Administration
Auburn University
Auburn, AL
2017
Skills
Presentations
Professional Communication
Public Speaking
Microsoft Suite
Google Suite
Salesforce
Business Analytics
SQL training (Udemy)
Additional Information
Interests: Music, Friends, Being Outside, and Dogs