Lucas Borden
Steubenville
Summary
Dynamic Customer Success and Account Management professional with over 5 years of experience in SaaS, specializing in email hygiene and data-centric platforms. Founding CSM at Webbula, with a proven ability to drive over $2.5 million in revenue through strategic upselling, renewals, and client retention. Experienced in managing full customer lifecycles, from onboarding to expansion, across support and sales functions. Skilled in tools like Salesforce, HubSpot, Zendesk, and Jira, with a strong focus on building scalable processes, deepening customer relationships, and supporting long-term growth..
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Webbula
06.2024 - Current
- Built, developed, and implemented customer success/support processes for the organization.
- Identified opportunities to upsell and cross-sell additional products or services to existing customers, leveraging customer insights and market trends to maximize revenue potential and customer ROI.
- Influenced over $500k in recurring and new business closed-won sales opportunities.
- Utilized customer data and feedback to make strategic decisions and drive continuous improvement in support operations and product development.
- Developed and executed strategies to optimize the customer support experience, including the implementation of best practices, process improvements, and the adoption of our current support technologies.
- Coordinated cross-functional teams to resolve complex customer issues effectively.
Customer Success Manager
PartsBase
02.2024 - 05.2024
- Manage a book of business containing over 200 accounts of various sizes.
- Conducted quarterly account review calls with customers to maintain the health of accounts.
- Conducted product demonstrations and training to ensure clients receive the best value possible.
- Worked directly with clients to upsell, and expand current accounts and usage.
- Worked to close new business through referrals and LinkedIn outreach efforts.
Revenue Operations Specialist
GoCanvas
06.2023 - 01.2024
- Managed expansion efforts for over 3,000 under-utilized accounts.
- Regularly exceeded opportunity creation and pipeline generation quota, influencing over $160,000 in new annual revenue.
- Worked directly with clients to collect past-due invoices or payments, successfully regaining over $5,000,000 in annual revenue.
- Partnered cross-functionally to complete projects designed to create sales efficiencies and accelerate revenue growth, including research to define ideal customer profiles, and testing sales flows in technical systems.
Senior Business Development Representative
GoCanvas
01.2022 - 06.2023
- Independently conducted outreach campaigns, successfully driving $2,000,000 in sales pipeline.
- Worked directly with account executives and clients to maintain pipeline integrity, influencing over $250,000 in closed-won business in just 12 months.
- Assisted in special projects, such as testing new client outreach software, refining discovery processes, and providing client feedback to development teams for continuous product improvement.
Account Specialist
GoCanvas
07.2021 - 12.2021
- Supported the account management team by locating new customer contacts and account expansion opportunities.
- Improved account management efficiency by researching existing clients, analyzing account white space, and directly calling into existing accounts to generate revenue expansion opportunities.
Client Processing Representative
BNY Mellon
Pittsburgh
07.2018 - 07.2021
- Provided financial reports directly to clients.
- Processed daily cash activities.
- Managed syndicated accounts using various financial systems.
- Directly processed trade, and researched bank notes and wires to locate and correct asset breaks between the company and its clients.
Education
Bachelor of Science - Business Administration, Minor in legal studies
Franciscan University
Steubenville, OH05.2018
Skills
- Microsoft Office
- Salesforce
- Hubspot
- Zendesk
- Jira
- Zuora
- ClickUp
- Salesloft
- Groove
- ZoomInfo
- Data analysis
- Problem solving
- Strategic thinking
Hobbies and Interests
- CrossFit and Fitness
- Holistic Health and Nutrition
- Cooking and Coffee Roasting
- Music and drums
- Outdooring and Travel
References
- Ashley Rupp, Sr. Director Revenue Operations, GoCanvas, 937-470-9634, ashley.rupp@gocanvas.com
- George Shagoury, Sr. Vice President of Sales, GoCanvas, george.shagoury@gocanvas.com
- Emma Gatcheva, Sr. Director Marketing, GoCanvas, emma.gatcheva@gocanvas.com
Timeline
Customer Success Manager
Webbula
06.2024 - Current
Customer Success Manager
PartsBase
02.2024 - 05.2024
Revenue Operations Specialist
GoCanvas
06.2023 - 01.2024
Senior Business Development Representative
GoCanvas
01.2022 - 06.2023
Account Specialist
GoCanvas
07.2021 - 12.2021
Client Processing Representative
BNY Mellon
07.2018 - 07.2021
Bachelor of Science - Business Administration, Minor in legal studies
Franciscan University
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