LISA VELAZQUEZ
Whittier,CA
Summary
Customer Success Manager with extensive experience managing complex enterprise customer relationships across B2B SaaS, cloud technology, financial services, HR Technology, and the public sector. Proven success owning high value enterprise portfolios, driving adoption, value realization, retention, expansion, and measurable business outcomes across portfolios representing $30M+ in ARR. Trusted advisor to executive, technical, and operational stakeholders with experience developing customer success strategies, mitigating account risk, influencing expansion pipeline, and orchestrating cross functional teams across Sales, Product, Support, and technical organizations. CCSM Level 1 certified and recognized for building repeatable Customer Success programs and playbooks that strengthen customer outcomes and scale organizational impact.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Success Account Manager
Microsoft
01.2026 - 05.2026
- Owned end to end Customer Success strategy for a portfolio of 6 complex public sector customers representing approximately $25M in ARR, building trusted relationships across executive, technical, and operational stakeholders while driving adoption, consumption, risk mitigation, and value realization across Microsoft cloud solutions.
- Influenced customer strategy through consultative guidance, executive alignment, and cross-functional orchestration, positioning Microsoft as a strategic partner and proactively addressing adoption, utilization, and account risks.
- Identified and advanced expansion opportunities across the portfolio, influencing ~$250K in qualified pipeline while partnering with account teams to align growth opportunities to customer priorities and business outcomes.
- Maximized utilization of Unified Support investments by orchestrating proactive credits, workshops, and advisory engagements, increasing proactive consumption by ~30-50% across active accounts
- Supported Microsoft 365 Copilot adoption by identifying customer readiness and use-case needs, coordinating subject-matter experts, and aligning targeted workshops to customer workflows and business priorities
- Enabled adoption and operational maturity by identifying gaps in customer architecture, processes, and usage patterns, then aligning Microsoft resources to close those gaps
- Led post sale technical scoping and success planning sessions, translating customer requirements and business priorities into adoption roadmaps, targeted workshops, and delivery plans that improved engagement participation by ~25%.
Customer Success Manager
Cornerstone OnDemand (SumTotal)
09.2022 - 11.2025
- Managed the full post sale customer lifecycle for a strategic portfolio of 15 enterprise and public sector customers representing approximately $5M in ARR, driving adoption, value realization, risk mitigation, renewals, and expansion while building trusted relationships across executive, administrative, and operational stakeholders. Later transitioned into a scaled Customer Success model, helping develop engagement strategy, playbooks, and repeatable success motions for 300+ customers representing $30M+ in ARR.
- Developed customer success and account strategies aligned to business objectives, adoption priorities, renewal readiness, risk mitigation, and expansion opportunities across complex enterprise accounts.
- Built and delivered repeatable 1:many Customer Success programs through scalable programs, achieving an average 13.5% attendee to pipeline conversion ratio.
- Recognized as the top-performing CSM for both pipeline volume and conversion, generating the highest number of submitted sales leads and successfully turning the majority into qualified sales opportunities.
- Led 1:1 and 1:many coaching engagements to assess client goals, identify barriers, and recommend best practice workflows, accelerating time-to-value and increasing engagement metrics by over 20% quarter-over quarter.
- Analyzed customer processes, adoption patterns, and business needs to recommend configurations, workflows, and engagement strategies that increased platform value and supported measurable customer outcomes.
- Partnered cross-functionally with Sales, Product, Support, and technical teams to resolve customer risks, improve adoption, surface product feedback, and advance expansion opportunities.
- Designed and delivered enablement that reached 87% of targeted attendees, improving platform adoption and migration readiness for strategic customers.
- Served as a POD Leader responsible for mentoring, coaching, and supporting a team of Customer Success Managers, helping drive performance, customer engagement consistency, goal attainment, and overall team success
- Guided CSM peers on customer strategy, escalations, engagement best practices, and success planning while fostering collaboration and accountability across the team.
- Recipient of the Cornerstone CAB Award for innovation, measurable improvement, and customer advocacy impact.
Assistant Branch Manager
OneWest Bank
12.2020 - 09.2022
- Surpassed customer acquisition goals by 359% and exceeded cross-sell performance targets by 150% through relationship-driven engagement and consultative selling strategies.
- Built trusted customer relationships through consultative discovery, proactive account management, escalation resolution, and tailored financial solutions focused on retention and long-term account growth
- Managed high-value customer interactions and escalations with a solutions-oriented approach, balancing customer advocacy with operational and compliance requirements.
- Partnered cross-functionally with Risk, Operations, and Compliance teams to resolve complex customer issues while maintaining a high standard of service and regulatory adherence.
Customer Experience Operations Manager II
BBVA
06.2019 - 12.2020
- Led customer experience initiatives across multiple branches by identifying recurring service gaps, improving operational workflows, and driving more consistent customer outcomes.
- Analyzed customer feedback, complaint trends, and operational data to recommend process improvements that reduced repeat issues and strengthened customer satisfaction.
- Managed complex customer escalations with a proactive and solutions-focused approach, helping retain customer relationships in high-pressure situations.
Client Manager II
US Bank
10.2016 - 06.2019
- Managed customer relationships by providing consultative support, resolving account concerns, and aligning banking solutions to customer financial goals and needs.
- Resolved complex account and transaction issues through cross functional partnership while ensuring compliance with banking policies and procedures.
- Supported branch performance goals through a customer-first approach that balanced relationship building, operational accuracy, and service excellence.
Education
Bachelor of Science - Business Administration
University of Phoenix
09-2019
Human Resource Management Certificate -
University of Phoenix
04-2019
Skills
- Customer Success & Account Planning
- Retention, Renewals & Expansion Strategy
- Product Adoption and Value Realization
- Customer Health & Risk Mitigation
- Executive Business Reviews (QBRs/EBRs)
- Customer success playbook
- Enterprise Account Management
- Cross Functional Orchestration & Customer Advocacy
- Executive Stakeholder Engagement
Personal Information
Title: Customer Success Manager
Certification
SuccessCOACHING Certified Customer Success Manager (CCSM) Level 1, Employee Development, Strategic Human Resources Management and Emerging Issues, Finance for Business, Organizational Behavior for Managers, Human Resource Risk Management, Salesforce | Gainsight | Planhat | Excel | Microsoft 365 | Copilot/AI
Timeline
Customer Success Account Manager
Microsoft
01.2026 - 05.2026
Customer Success Manager
Cornerstone OnDemand (SumTotal)
09.2022 - 11.2025
Assistant Branch Manager
OneWest Bank
12.2020 - 09.2022
Customer Experience Operations Manager II
BBVA
06.2019 - 12.2020
Client Manager II
US Bank
10.2016 - 06.2019
Bachelor of Science - Business Administration
University of Phoenix
Human Resource Management Certificate -
University of Phoenix