Lesley Messer
Manager | Customer Success
Gilbert,AZ
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
17
17
years of professional experience
Work History
Manager, Customer Success
SAS
04.2022 - Current
- Responsible for developing and managing a team of Customer Success Managers, managing over 130M in Existing Recurring Revenue
- Overachieved upsell target by 120% by developing and executing strategic plans.
- Led cross-functional teams in the design and execution of customer success initiatives including playbooks, resulting in higher client satisfaction scores.
- Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points and win back lost business.
- Leveraged Gainsight to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed which reduced churn.
Senior Customer Success Manager
SAS
07.2018 - 03.2022
- Responsible for retention and growth of over $25M in ERR for large strategic bank, maintaining strong relationships with user and executive levels ensuring high levels of satisfaction.
- Discovered new opportunities for additional use of software, services, and education which resulted in exceeding new business target by 30%
- Served as the voice of the customer, collecting feedback, working with product development to drive continued improvement across all areas of our products.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Customer Loyalty Manager
SAS
03.2010 - 07.2018
- Improved retention rates by regularly assessing feedback and making data-driven adjustments to offerings as needed.
- Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers overachieving target by 20%.
- Cultivated exceptional customer relationships with executive and user community
- Coordinated special events and exclusive experiences to foster deeper connections between customers and the brand.
Account Executive
SAS
02.2008 - 03.2010
- Built and strengthened relationships with new and existing accounts to drive revenue growth
- Generated new business by cold calling, networking, and following up on leads
- Met with potential clients, identified sales opportunities, and closed new deals overachieving my target by 102%.
Education
Bachelor of Science - Marketing
Bloomsburg University
Bloomsburg, PA 05.2001 -
Skills
- Team leadership
- Risk management
- Project management
- Strategic planning
- Customer relationship management (CRM)
- Decision-making
- Complex Problem-solving
Accomplishments
- Customer Engagement Excellence Award
- Sales Support Excellence Award, FSBU
Technical Skills
Proficient in MS Office - Word, Excel, Teams, Visio.
Management user of Gainsight
Workday
iCIMS
Jira
Service Now
Oracle Time and Labor
Timeline
Manager, Customer Success
SAS
04.2022 - Current
Senior Customer Success Manager
SAS
07.2018 - 03.2022
Customer Loyalty Manager
SAS
03.2010 - 07.2018
Account Executive
SAS
02.2008 - 03.2010
Bachelor of Science - Marketing
Bloomsburg University
05.2001 -