Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mike Murphy

Newton,NJ

Summary

Customer Success Manager with 10+ years of experience driving customer retention, ARR growth, and process improvements for SaaS and enterprise clients. Proven track record in managing large client portfolios, negotiating renewals, and collaborating cross-functionally to achieve business outcomes. Adept at leveraging data-driven insights and strategic initiatives to exceed revenue goals and enhance customer satisfaction.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Manager, Enterprise

Carta
08.2021 - 12.2024
  • Managed accounts for Carta’s Mid-market and Enterprise client segments. (10M ARR)
  • Lead strategic discussions with top accounts to maximize product value and present upsell opportunities
  • Support customers in transitioning from private to public markets through IPO strategy development and cross-functional collaboration
  • Drove product adoption, emphasizing the value of a multi-product platform; increased book’s usage by 30% YoY.
  • Completed 44 renewal negotiations (Most on CSM team) the last 6 months of 2024.
  • $130k incremental ARR growth (Most on CSM team) the last 6 months of 2024.
  • 25% incremental ARR growth (Top 3 on CSM team) the last 6 months of 2024.
  • Exceeded growth quota 100%+ for 8 straight months from October 21'- June 22'
  • Participated in strategy and execution of internal system and process improvement projects, including the adoption of Totango and Catalyst.
  • Maintained a 99%+ renewal rate from 2021-2024.
  • Completed Carta’s Revenue Leadership Certification Program in the fall of 2022.

Senior Customer Success Manager

Hero
09.2020 - 03.2021
  • Company Overview: Virtual Shopping Chat Platform
  • Managed 20+ Enterprise accounts in addition to Hero’s strategic US and Global accounts (Levi’s, Armani, UNTUCKit). Maintained a 90% renewal rate.
  • Lead all aspects of the customer lifecycle from onboarding and retention, to renewal.

Team Lead, Customer Success

Thnks
03.2019 - 07.2020
  • Company Overview: Digital Gifting Platform
  • Led the Customer Success team that drives revenue growth, business profitability, and organizational transformation.
  • Grew 2019 revenue from 1.2m to 2.7m. (129%) in annual recurring revenue
  • Built and implemented all Customer Success functions in the past year, from onboarding and adoption to support and growth.
  • Client retention rate over 98%. (Key accounts: Salesforce, CenturyLink)
  • Led user feedback sessions in weekly product meetings to further develop our platform’s UI/UX, usability, and features.
  • Forecasted all enterprise account’s spend, churn, and expansion for 2020 (45 accounts - CenturyLink, Salesforce)
  • Built and edited SQL to customize enterprise user dashboards.

Senior Customer Success Manager

Helixa
01.2018 - 03.2019
  • Company Overview: Consumer Insights Platform
  • Responsible for overall customer success of 42 medium and enterprise agency, brand, and publisher accounts for Helixa’s SaaS market research and AI-driven consumer insights platform. (IPG, Havas, Omnicom, WPP.)
  • Focused on customer retention and engagement by providing strategic guidance and solutions through best practices and platform use cases. Retention rate of over 95%.
  • Led large group onboarding and training sessions of 30 to 40 people.
  • Analyzed and leveraged data pulled from Helixa’s proprietary machine learning algorithms.

Education

BA - English, Minor: IT

University of Massachusetts Amherst
Amherst, MA
01.2014

Skills

  • Strategic issue analysis
  • Teamwork and collaboration
  • Expertise in product features and benefits
  • Relationship Building
  • NPS, NDR, CLV, CSAT, CX
  • Health Scores
  • Time Management
  • Data-Driven Mindset
  • Customer Advocacy
  • Onboarding Expertise
  • Conflict Resolution
  • Upselling/Cross-Selling
  • Proficient with Powerpoint, Excel, Catalyst, Outreach, Salesforce, Hubspot, Pendo, Intercom, JIRA, UI/UX, SQL, Totango
  • Presentation and public speaking skills
  • Webinar hosting
  • Software implementation
  • Customer segmentation
  • Account growth
  • Customer retention

Timeline

Senior Customer Success Manager, Enterprise

Carta
08.2021 - 12.2024

Senior Customer Success Manager

Hero
09.2020 - 03.2021

Team Lead, Customer Success

Thnks
03.2019 - 07.2020

Senior Customer Success Manager

Helixa
01.2018 - 03.2019

BA - English, Minor: IT

University of Massachusetts Amherst

Similar Profiles

CREATE PROFILE