Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Katie Thompson

Carlsbad,CA

Summary

Results-driven Senior Customer Success Manager with extensive experience in fostering strong, collaborative, and long-term client relationships. Skilled in understanding client organizations' culture, goals, and customer base to deliver tailored solutions that drive success. Known for reliability, dedication, and ownership in meeting commitments. Exceptional communicator with a proven ability to deliver impactful presentations, build rapport, and cultivate partnerships. Enthusiastic and results-oriented, with a passion for driving customer satisfaction, growing businesses, and contributing to organizational success.

Overview

16
16
years of professional experience

Work History

Senior Customer Success Manager

Tesorio
San Francisco, CA
04.2019 - Current
  • Cultivates and strengthens customer relationships to ensure successful adoption and satisfaction with Tesorio products.
  • Manages a portfolio of 120+ customers, driving renewals and identifying upsell opportunities aligned with customer needs.
  • Leads customer onboarding, serving as the primary point of contact and coordinating cross-functional efforts for successful implementation.
  • Conducts strategic calls with executive team members to review business objectives and align Tesorio solutions with their goals.
  • Collaborates with Sales and Integration Teams to ensure seamless delivery of contractual obligations.
  • Conducts regular Business Reviews to assess customer needs, review KPIs, and analyze metrics to optimize ROI.
  • Facilitates product adoption through tailored training sessions and ongoing customer support.

Customer Success Manager

Real Capital Markets
Carlsbad, CA
12.2014 - 12.2019
  • Managed and maintained relationships with top commercial real estate companies
  • Supported global SaaS marketing accounts, owning client relationships from the onboarding and implementation phase and beyond.
  • Collaborated cross-functionally to create training manual and webinars as well as provide recommendations for future enhancements to the platform
  • Tested new platform features for product development and verified functionality.
  • 100% retention rate among all clients
  • Performed weekly trainings via webinar for new and existing clients
  • Drove customer escalations to resolution by engaging directly with clients.

Client Success Representative

ClosingCorp
La Jolla, CA
01.2012 - 11.2014
  • Managed and maintained 100+ accounts nationally
  • Managed relationships with fortune 500 companies and industry-leading companies
  • Led and executed significant initiatives to up-sell strategic clients on new products
  • Established relationships with client executive teams by way of travel, email, phone support, and meetings
  • Worked closely with executive teams to provide updates on all clients and set new goals for existing clients
  • Prepared and maintain training materials for all products and clients
  • Worked proactively and professionally to ensure customer experience measured up to set goals as their account manager

Account Manager

DaystarUSM
Oxnard, CA
01.2009 - 01.2012
  • Responsible for scheduling and coordinating recurring and remedial service calls and invoicing
  • Primary contact with customer property managers and service partners
  • Ensured customer satisfaction through problem identification and resolution
  • Managed corporate accounts for Fortune 500 clients
  • Supported all clients and resolved all client related issues

Education

Business Administration

University of North London
London

Santa Barbara City College

Skills

  • Cross- Functional Collaboration
  • Project Management
  • Account Management
  • Software as a Service (SaaS)
  • Key Account Metrics & Tracking
  • Salesforce CRM
  • JIRA
  • Customer Retention Strategies
  • Team Leadership and Building
  • Process Improvement Strategies

Accomplishments

  • 100% customer retention
  • Junior League, San Diego Member
  • Founder Member, San Diego Tech Hub
  • Awarded top CSM at Tesorio 2 years in a row

Timeline

Senior Customer Success Manager

Tesorio
04.2019 - Current

Customer Success Manager

Real Capital Markets
12.2014 - 12.2019

Client Success Representative

ClosingCorp
01.2012 - 11.2014

Account Manager

DaystarUSM
01.2009 - 01.2012

Business Administration

University of North London

Santa Barbara City College

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Katie Thompson