Mary Nichols
Marietta,GA
Summary
Dynamic Customer Success Manager with a proven track record of driving client satisfaction and retention in the SaaS industry. Transitioning expertise from guiding successful product adoption post implementation to leading onboarding initiatives. Skilled in understanding client needs, optimizing processes, and delivering comprehensive training programs. Adept at collaborating cross-functionally to ensure seamless transitions and exceptional customer experiences. Seeking to leverage strong leadership and strategic onboarding skills to excel in the next step of my career.
Overview
11
11
years of professional experience
Work History
Sr. Customer Success Manager
Trella Health
02.2021 - Current
- Managing 75 Enterprise (& some Mid-Market) Customers: $3.1 Million in Annual Recurring Revenue; 93% Net Retention of complex products (CRM & Medicare Claims Data)
- Serve as the primary point-of-contact for strategic clients, ensuring timely response to questions/issues and effective communication.
- Enhance customer satisfaction by implementing personalized success strategies for key accounts.
- Collaborate with sales, product, and support teams to ensure seamless onboarding and account management processes
- Conduct regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Achieve revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Manage escalations effectively, resolving complex issues and preventing future occurrences.
- Optimize the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Streamline internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Train new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Trella Health
05.2018 - 02.2021
- Managed 150 Small to Mid-Market Customers: $2.0 Million in Annual Recurring Revenue; 85% Net Retention
- Contributed to Trella Health’s Achievement of $10 Million ARR in Under 5 years
- Developed brand new, successful customer onboarding process & content (PowerPoint) with the goal of understanding customer desired outcomes, communicating value & ensuring adoption
- Developed 1 to many strategies that helped customers realize value of our data products & proactively engage disengaged customers
- Created user guides & how to documents for user training & education
- Create email templates to engage customers proactively & successful
- Create a new user drip campaign to engage & enable/train new users based on desired customer goals (using email & short-form videos).
- Ensured my customer’s ideas & voice are heard & taken into consideration to the product roadmap.
Customer Success Manager
careerbuilder, llc.
01.2016 - 05.2018
- 92% Gross Dollar Renewal Rate
- 162 SMB accounts with $1.2 million in Total Revenue
- Consultant & trusted strategic partner to all clients to ensure CareerBuilder Applicant Tracking System (CB ATS) is successfully helping them achieve recruitment goals
- Responsible for customer retention
- Worked with Sales Team on client renewal
- Trained main system users on all products via screen share, in person & created how-to documents.
Recruiting Operations Specialist
careerbuilder, llc.
07.2014 - 12.2015
- Managed Applicant Tracking System & Job Postings for CareerBuilder North America
- Managed all CareerBuilder North America job postings
- Project Management – project to reduce from two separate Applicant Tracking Systems to one
- Maintained collegiate partnership relationships for hiring interns & new graduate students.
Learning & Professional Development Intern
CUPA-HR
04.2013 - 07.2014
- Worked on a collaborative team to create content for the Learning Management System.
- Worked with volunteer leaders, National Board Members, institutional members & other subject matter experts to develop content & materials for eLearning & CUPA-HR’s Knowledge Center.
- Prepared & developed supplemental learning materials to enhance webinars & other Learning Management System (LMS)/eLearning offerings for Association members.
Education
Master of Science in Human Resource Management -
University of Tennessee
12.2013
Bachelor of Science in Service Management -
University of Tennessee
05.2005
Skills
- CRM
- Customer Advocacy
- Data-driven decision-making
- Gainsight
- Microsoft Office Suite
- Pendo
- Salesforce
- Salesloft
- Slack
- Trello
- Zendesk
- Zoom
Timeline
Sr. Customer Success Manager
Trella Health
02.2021 - Current
Customer Success Manager
Trella Health
05.2018 - 02.2021
Customer Success Manager
careerbuilder, llc.
01.2016 - 05.2018
Recruiting Operations Specialist
careerbuilder, llc.
07.2014 - 12.2015
Learning & Professional Development Intern
CUPA-HR
04.2013 - 07.2014
Master of Science in Human Resource Management -
University of Tennessee
Bachelor of Science in Service Management -
University of Tennessee
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