Summary
Overview
Work History
Education
Skills
Timeline
Generic

MARCIA DEIDRA BOLAND

Cypress,TX

Summary

Customer Success pro known for boosting retention through empathetic relationship building and strategic problem solving. Skilled in driving product adoption, consultative selling, and cross-team collaboration to deliver measurable client success. Expert in data-driven insights and executive business reviews that fuel growth and satisfaction.

Overview

9
9
years of professional experience

Work History

Enterprise Customer Success Manager

Rippling
05.2023 - Current
  • Manage a portfolio of enterprise clients, driving 90%+ retention by delivering tailored solutions and strategic account management.
  • Collaborate closely with Sales, Product, and Support teams to reduce churn by 25% and align customer needs with product development.
  • Analyze usage data and feedback to identify risks and growth opportunities, implementing proactive strategies that increased adoption by 40%.

Scaled Customer Success Manager

Sana Benefits
01.2023 - 05.2023
  • Managed portfolio of 300+ broker partners within health insurance space, increasing engagement and ensuring high levels of partner satisfaction.
  • Streamlined plan implementation by partnering with Sales and Onboarding teams.
  • Led retention efforts, reducing broker churn by 15% and strengthening partnerships.

Enterprise Customer Success Manager

37signals
06.2020 - 01.2023
  • Owned end-to-end success for 50+ enterprise accounts, driving 85%+ product adoption, 90% retention, and 20% account expansion across Basecamp and HEY platforms.
  • Collaborated cross-functionally with Product, Support, and Engineering to resolve 95% of complex issues within SLA, improve UX, and implement customer feedback that increased user satisfaction scores by 15%.
  • Delivered onboarding, QBRs, and strategic check-ins, reducing churn by 25% and boosting engagement by 30% among remote, distributed teams.

Senior Customer Success Manager

Articulate Global
06.2016 - 06.2020
  • Drove enterprise customer success by managing onboarding, training, and adoption of Articulate 360, ensuring seamless integration with clients’ L&D programs.
  • Consulted directly with L&D and instructional design teams to tailor solutions that boosted learner engagement and aligned training with business goals.
  • Partnered with Product and Support teams to collect and prioritize customer feedback, influencing product improvements that decreased churn and enhanced user experience.

Education

Master of Business Administration - International Business Management

Hunter College of The City University of New York
New York, NY
06.2014

Skills

  • Retention & Churn Management
  • Account Management
  • Product Adoption
  • Onboarding & Training
  • Cross-team Collaboration
  • Consultative Selling
  • Health Scoring & Risk
  • Data Analysis
  • QBRs & Executive Reviews
  • Active Listening and Empathy

Timeline

Enterprise Customer Success Manager

Rippling
05.2023 - Current

Scaled Customer Success Manager

Sana Benefits
01.2023 - 05.2023

Enterprise Customer Success Manager

37signals
06.2020 - 01.2023

Senior Customer Success Manager

Articulate Global
06.2016 - 06.2020

Master of Business Administration - International Business Management

Hunter College of The City University of New York

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