Michael Gilmore
San Francisco,CA
Summary
Professional with robust experience in Customer Success and relationship management. Skilled in driving team collaboration and achieving measurable results. Proficient in utilizing CRM tools, developing strategic plans, and fostering client satisfaction. Adaptable, reliable, and focused on delivering impactful solutions in dynamic environments.
Overview
8
8
years of professional experience
Work History
Senior Custom Success Manager, Scale
Braze
San Francisco, CA
02.2025 - Current
- Manage B.O.B totaling $5,500,000
- Exceeded quarterly retention and growth goals, averaging 93% GRR and 118% TRR
- Mentor new CSMs, providing guidance on best practices and professional development opportunities
- Drove team high client attendance and led strategic working sessions at annual company conference, strengthening executive relationships and accelerating expansion opportunities
- Partnered cross-functionally with Product to provide client's access to impactful beta features and influence roadmap decisions based on customer feedback
- Facilitated executive business reviews (EBRs/QBRs) to demonstrate ROI and align on long-term strategy.
Customer Success Manager, Scale
Braze
San Francisco, CA
01.2023 - 02.2025
- ,Managed B.O.B totaling $4,000,000 in ARR
- Exceeded customer retention goals and reduced churn through proactive account planning and risk mitigation, maintaining an average GRR of 94%
- Owned day-to-day executive and stakeholder relationships, serving as primary strategic advisor
- Built success plans with clear KPIs, ensuring adoption and long-term value realization.
- Collaborated cross-functionally with Sales and Product to identify upsell opportunities
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels
- Founding member of CSAG (Customer Success Advisory Group). Worked cross-functionally with CS Operations to advise on internal process and tool enhancements for the broader CS Organization
Senior Customer Success Manager
Splashtop
San Francisco, California
08.2021 - 12.2023
- Managed book of business totaling $1,000,000.
- Consistently exceeded quarterly renewal and NDR growth goal (110%).
- Monitored key client metrics and developed actionable insights to improve adoption.
- Played instrumental role in client satisfaction by working with technical teams for proper resolution of service issues.
- Managed successful negotiation of contract renewals with key client stakeholders and decision makers
- Helped shape and implement Sales to CS handoff process.
- Worked cross functionally with Account Executives to expand strategic accounts.
- Facilitated penetration of key accounts via strategic planning initiatives.
Enterprise Customer Success Manager
Medallia
San Francisco, CA
10.2020 - 08.2021
- Managed book of business totaling $3,600,000
- Conferred with customers about concerns with products or services to resolve problems and drive value realization
- Facilitated penetration of key accounts via strategic planning initiatives
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Identified sales opportunities by assessing environment and devising and implementing winning strategy
- Submitted monthly reports, including booking forecasts, monthly highlights and CRM entries
Customer Success Manager
QASource
Pleasanton, CA
10.2019 - 10.2020
- Managed assigned book of business totaling $2,500,000
- Grew assigned book of business an average of 6% quarter-over-quarter through account mining and up-selling
- Built strong, strategic, relationships with key client contacts, decision makers, and influencers
- Strategically developed solutions in collaboration with QA teams to achieve maximum client satisfaction
- Assessed engagement risks, anticipated challenges, and provided escalation management when necessary.
- Assisted in the development of a 4-week training program and actively participated in the onboarding of new team members
- Worked cross-functionally with Sales and Engineering to improve business processes
Client Services Manager
SmartZip Analytics
Pleasanton, CA
01.2019 - 09.2019
- Cross-functional leader of a Client Services Team of five Account Managers. Led team to achieve company goals with a focus on increasing customer lifetime value and reducing churn
- Oversaw Tech Support Team and improved processes to reduce technical support ticket volume by 50% and time to resolve by 33%
- Facilitated taking full ownership of account renewals resulting in an increase of client renewal rate from 25% to 36%
- Drove $310,000, or 40% of total renewal dollars closed during first quarter of CS renewal ownership, exceeding target set for team
- Managed issue resolution and client escalations. Increased escalation save rate from 40% to 70% by focusing on client outcomes, driving value and internal coaching
- Maintained strong partnership with Sales Management team to create seamless transition for clients post- sale through “Knowledge Transfer” initiative
- Played instrumental role in the development and implementation of revamped client onboarding process resulting in a 45% decrease in time to onboard and an increase of new client onboarding completion by 36%
- Improved NPS score for book of business by 33% through focusing on onboarding experience and escalation management
Account Manager
SmartZip Analytics
Pleasanton, CA
09.2017 - 01.2019
- Managed client accounts that utilize multidimensional SaaS platform by maintaining strong relationships between client and company post-sale
- Directly assigned VIP accounts, while also providing general support to all client accounts
- Lead Reach150 sub-team, developing internal training focused on client product adoption and time to value
during onboarding. Saw an increase of Reach150 product adoption from 25% to 50% - Developed, and assisted in rolling out, strategic marketing concepts into clients' business plans in an effort to
shorten a clients' TTV, maximize ROI, and increase retention - Leveraged partnership with Renewal Team to facilitate potential renewal opportunities and increase client
retention, consistently contributing to 20-25% of all renewal meetings scheduled for team pipeline Q1 through Q4
of 2018, with total book of business exceeding $1,000,000
Education
B.S - Psychology
Kutztown University of Pennsylvania
Skills
- Leadership
- People Management
- Inter-department collaboration
- Escalation Management
- Product Adoption
- Revenue growth
- Critical Thinking
- Key accounts development
Additional Information
- VOLUNTEER EXPERIENCE , Special Olympics Kutztown, PA Set-Up Crew & Award
- COLLEGIATE ATHLETE: Kutztown Football
Timeline
Senior Custom Success Manager, Scale
Braze
02.2025 - Current
Customer Success Manager, Scale
Braze
01.2023 - 02.2025
Senior Customer Success Manager
Splashtop
08.2021 - 12.2023
Enterprise Customer Success Manager
Medallia
10.2020 - 08.2021
Customer Success Manager
QASource
10.2019 - 10.2020
Client Services Manager
SmartZip Analytics
01.2019 - 09.2019
Account Manager
SmartZip Analytics
09.2017 - 01.2019
B.S - Psychology
Kutztown University of Pennsylvania