Mike Young
Customer Success Manager
Raleigh,North Carolina
Summary
Experienced and dedicated Customer Success professional passionate about building strong client relationships and driving satisfaction. Proven track record of effectively managing customer accounts, ensuring their success, and fostering long-term partnerships. Skilled in understanding client needs, providing strategic solutions, and serving as a reliable point of contact for any inquiries. Adept at collaborating with cross-functional teams to deliver exceptional customer experiences. Committed to optimizing product utilization, enhancing customer value, and contributing to overall business growth. Eager to leverage expertise in Customer Success to create positive impacts and drive success for clients and the organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Project Manager
Wells Fargo
11.2022 - 01.2024
- Collaborating with cross-functional teams to define project goals and deliverables.
- Managing project timelines, budgets, and resources to ensure project success across 45+ systems.
- Utilizing Agile and Scrum methodologies to drive project efficiency and effectiveness.
- Ensuring customer success and satisfaction through effective account management and communication.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Mid-Market Customer Success Account Manager
RollWorks
10.2021 - 11.2022
- Managed 25+ accounts
- Attained 90% Renewal Rate.
- Addressed issues with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Educated clients on new product features and updated account information to maintain high standards of client service.
- Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
- Conducted regular customer reviews and follow-ups to ensure customer satisfaction and identify areas for improvement
Enterprise Customer Success Manager
Varonis Systems
11.2019 - 10.2021
- Managed a book of business of about 13-15 high touch Enterprise accounts with about ~$1M ACV per customer.
- Developed and delivered customer success training programs to help customers maximize the value of their product.
- Collaborated with cross-functional teams to identify and resolve customer-related issues in a timely manner.
- Ensured customer success by proactively monitoring customer usage and providing timely support.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
- Established strong partnerships with clients by consistently delivering high-quality service and support.
- Managed key client relationships, leading to increased account retention and growth.
- Championed ongoing education among team members fostering a culture of continuous learning and growth.
SMB Customer Success Manager
WalkMe
06.2016 - 11.2019
- Managed a book of business of about ~60+ low touch small business customers.
- Leading WalkMe projects, ensuring successful implementation and adoption of WalkMe software.
- Collaborated with cross-functional teams to identify and resolve customer-related issues in a timely manner
- Ensured customer success by proactively monitoring customer usage and providing timely support.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Education
Information Technology -
TriCounty Technical College
Pendelton, SC01.2014
Network Security -
ECPI Technical Institute
Greenville, SC01.2013
Skills
- Revenue Growth & Forecasting
- Salesforce CRM
- HubSpot CRM
- Opportunity Identification
- Project planning and development
- Project Management
- Customer Account Management
- Customer Retention
Certification
Certified Scrum Master (CSM) - Scrum Alliance
Timeline
Project Manager
Wells Fargo
11.2022 - 01.2024
Mid-Market Customer Success Account Manager
RollWorks
10.2021 - 11.2022
Enterprise Customer Success Manager
Varonis Systems
11.2019 - 10.2021
SMB Customer Success Manager
WalkMe
06.2016 - 11.2019
Information Technology -
TriCounty Technical College
Network Security -
ECPI Technical Institute
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