Meng Chen
Dallas,Texas
Summary
Customer success leader with expertise in product strategy, finance, supply chain, and IT, achieving top 10% global retention rates. Demonstrated ability to utilize agentic AI to boost productivity and enhance value delivery. Proven history of cultivating C-level client relationships and executing mission-critical priorities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager, Customer Success – CFOs
Gartner, Inc.
Dallas, USA
07.2024 - Current
- Lead and develop a team of eight Customer Success Managers overseeing a $60M Annual Contract Value (ACV) portfolio, delivering retention results ranked in the top 10% globally and top-quartile adoption performance, while helping CFOs advance mission-critical priorities, including AI-enabled finance transformation and cost-efficient growth.
- Championed AI-driven transformation in Customer Success by leading change management initiatives and scaling adoption of agentic AI workflows, accelerating value delivery for customers.
- Established a data-driven coaching model leveraging Power BI and CRM insights to identify customer risk and growth opportunities, resulting in over $4.5M in de-risked revenue YTD through early renewals.
- Built scalable engagement frameworks for onboarding, adoption management, and risk mitigation, enhancing customer outcomes and enabling team to support growth effectively.
- Advised Product and R&D leadership via Customer Advocacy Board, shaping product roadmap priorities and go-to-market strategy through customer feedback and market insights.
Lead Customer Success Manager – Supply Chain
Gartner, Inc.
Dallas, USA
07.2023 - 06.2024
- Led the launch of Gartner’s Global Chief Supply Chain Officer product across strategic global accounts, exceeding the retention target by 14% within the first 12 months and establishing a strong foundation for long term success.
- Designed and implemented 'Fast Start' program across Sales, Onboarding, and Customer Success teams, streamlining cross-functional collaboration and increasing engagement frequency by 10% and engagement diversity by 25% within first 90 days of customer lifecycle.
- Advised executive supply chain leaders on articulating and benchmarking digital transformation initiatives, leading to client's selection as Gartner Top 10 Supply Chain Award recipient.
Manager, Client Success – Tech Product Strategy
Gartner, Inc.
Dallas, USA
03.2020 - 06.2023
- Advised chief product officers and product marketing leaders at leading tech companies, leveraging Gartner research and benchmarking insights to enhance product strategy and market positioning, contributing to revenue growth.
- Built a high-performing customer success organization by coaching associates on executive engagement, business acumen, and consultative value realization, strengthening both team effectiveness and customer outcomes.
- Exceeded retention targets by 25%+ annually from 2020–2022, earning the Global CSO Award (2021), Leadership Award (2022), and two promotions in just over three years.
Conference Sales Executive – CIO and IT Executives
Gartner, Inc.
Dallas, USA
09.2017 - 03.2020
- Led business development efforts for Gartner conferences to assigned enterprise customers in banking, financial services, healthcare, and government sectors, delivering 110%+ YoY revenue growth by bringing in new logos and penetrating existing accounts.
- Managed complex sales cycles that converted individual sales into multi-year contracts by aligning Gartner conferences with cross-functional stakeholders in large corporate initiatives.
- Collaborated with field sales, service delivery, and consulting teams to integrate Gartner conferences into enterprise-wide solutions for clients' digital transformation journeys.
Meetings & Conventions Sales Manager
ABTS Convention Services
Miami, USA
03.2014 - 08.2017
- Exceeded annual quota of $3M+ and secured 90+ sponsorship contracts with major pharmaceutical companies including AstraZeneca, Novo Nordisk, Bayer, and Boston Scientific.
- Drove sales of group accommodation and special event services to Fortune 500 pharmaceutical companies sponsoring medical associations’ annual meetings such as American Diabetes Association Annual Meeting and American College of Radiology Annual Meeting.
- Negotiated with vendors on cost and contracting terms to maximize project profitability while maintaining the highest level of customer satisfaction.
- Performed client and market research to develop compelling business cases for RFPs.
Sales Manager
The Ritz-Carlton Hotel
Chengdu, China
08.2013 - 12.2013
- Acquired 30+ corporate accounts within first two months of hotel opening, generating over 400 room nights in sales.
- Partnered with major online distribution channels, including Expedia, Booking.com, and Ctrip, to establish market presence for newly opened 353-room property, increasing visibility and reach.
- Organized familiarization trips and site inspections for tour operators and key clients, generating sales leads and enhancing market awareness.
Sales Executive
Mandarin Oriental Hotel
Shanghai, China
10.2012 - 08.2013
- Boosted existing corporate business segment by 25%+ by optimizing guest experiences and engaging key influencers within top volume accounts such as Citibank and Apple.
- Expanded new sales opportunities by leading monthly sales blitz, executing cold calling and direct marketing efforts targeting local and regional accounts.
- Cross-sold meeting space, food and beverage venues, and other revenue-generating services to clients.
Education
Master of Science - Hospitality Management
Florida International University
Miami, FL05-2012
Bachelor of Arts - Literature
Beijing Language and Culture University
Beijing, China06-2010
Skills
- Customer success
- Account management
- Business development
- Agentic AI workflow
- Stakeholder engagement
- Change management
- Product strategy
Certification
Product Strategy Certificate, Northwestern University Kellogg School of Management
Timeline
Manager, Customer Success – CFOs
Gartner, Inc.
07.2024 - Current
Lead Customer Success Manager – Supply Chain
Gartner, Inc.
07.2023 - 06.2024
Manager, Client Success – Tech Product Strategy
Gartner, Inc.
03.2020 - 06.2023
Conference Sales Executive – CIO and IT Executives
Gartner, Inc.
09.2017 - 03.2020
Meetings & Conventions Sales Manager
ABTS Convention Services
03.2014 - 08.2017
Sales Manager
The Ritz-Carlton Hotel
08.2013 - 12.2013
Sales Executive
Mandarin Oriental Hotel
10.2012 - 08.2013
Master of Science - Hospitality Management
Florida International University
Bachelor of Arts - Literature
Beijing Language and Culture University