LAURIE CROSBY
Customer Success And Enablement
Summary
Enterprise Customer Success Manager with extensive experience in analytical, customer-facing roles. Exceptional attention to detail, strong critical thinking skills, and proven experience building long-term customer relationships. Highly skilled at working successfully with cross-functional teams such as product, engineering, and sales. Strong work ethic and ability to work effectively with limited resources and supervision. Proficient in Microsoft Office, Google Workspace, Salesforce, Outreach, Slack, Jira, Notion, and Catalyst.
Overview
15
15
years of professional experience
Work History
Enterprise Customer Success Manager
INTRICATELY / HGINSIGHTS
Remote
05.2021 - Current
- Create long-term relationships with Enterprise customers by understanding and anticipating goals and needs, providing ongoing proactive support, and working cross-functionally with internal and external teams to ensure customer satisfaction
- Ongoing management of Enterprise accounts such as Cloudflare, Lacework, DigitalOcean, and StackPath
- Provide ongoing training to multiple business units within Enterprise accounts to maximize product usage and help ensure adoption of new product functionality
- Provide frontline support to Free, Pro, and Enterprise customers via Zendesk platform, creating SLAs and processes to improve efficiencies and prepare platform to scale
- Implement onboarding and product adoption process improvement initiatives within CS org
Customer Success Manager
BOMBORA
San Francisco, CA
12.2018 - 05.2021
- Provided customer onboarding, education, and training around Intent data in general and Bombora Company Surge data
- Enabled customer success through strategic advice and ongoing tactical support for multiple business units within individual accounts
- Managed retention efforts and growth opportunities through cross-sell and upsell efforts
- Managed $2.1M book of business in first year with 95% renewal rate and over $100k in upsell
- Collaborated with internal and external team to bring Bombora customers into partner ecosystem
- Worked with C-level executives within Strategic, Enterprise, and Growth accounts
- Assisted with process development and improvement to help Growth team successfully manage 226 accounts with $4.8m ARR going into 2021
- Provided ongoing strategic and tactical support for 40 customer accounts
Customer Success Associate
SAGE INTACCT
San Jose, CA
11.2016 - 12.2018
- Identified and mitigated potential renewal issues on ongoing basis
- Analyzed customer / product renewal data to create 200+ quotes per month for Strategic, Enterprise, and SMB customers
- Developed and maintained strong relationships with cross-functional teams to facilitate effective communication and collaboration
- Identified new customer references and fostered existing relationships
- Assisted with business-critical projects such as company-wide transition to Salesforce CPQ, price increases, and creation / implementation of Customer Success PMO
- Collaborated with Sage Intacct Value Team to identify ‘at risk' renewals and provide value strategies to reduce or prevent churn
Senior Account Manager
THE OYA GROUP
Los Gatos, CA
04.2015 - 04.2016
Senior Account Manager
3MARKETEERS ADVERTISING
San Jose, CA
09.2012 - 06.2014
Account Manager
DECCA DESIGN
San Jose, CA
03.2005 - 12.2011
Education
Bachelor of Science - Advertising, Marketing
San Jose State University
San Jose, CATimeline
Enterprise Customer Success Manager
INTRICATELY / HGINSIGHTS
05.2021 - Current
Customer Success Manager
BOMBORA
12.2018 - 05.2021
Customer Success Associate
SAGE INTACCT
11.2016 - 12.2018
Senior Account Manager
THE OYA GROUP
04.2015 - 04.2016
Senior Account Manager
3MARKETEERS ADVERTISING
09.2012 - 06.2014
Account Manager
DECCA DESIGN
03.2005 - 12.2011
Bachelor of Science - Advertising, Marketing
San Jose State University
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