Monica Myers
Navigate Wellbeing Solutions
1
Certification
8
years of professional experience
Client Success Manager with experience across healthcare and B2B SaaS. Proven track record managing $2.5+ in ARR, leading cross-functional teams, and driving client retention and platform adoption. Skilled in post-acquisition integration, stakeholder alignment, and coaching teams to exceed KPIs. Known for rebuilding client relationships and driving scalable success strategies.
Work History
Client Success Manager II
10 Months- Manage a $1M+ ARR book of business across 14 clients while maintaining industry-leading client satisfaction and renewal performance.
- Secured six multi-year renewals and expanded client value through strategic adoption of wellness, analytics, coaching, and engagement solutions.
- Implemented an $800K enterprise client, designing a multi-year population health strategy centered on personalization, biometrics, claims analytics, and measurable outcomes.
- Recovered and strengthened multiple at-risk client relationships, transforming historically low-CSAT accounts into high-performing partnerships and achieving a perfect 5/5 CSAT record.
- Partnered with executive stakeholders to align wellbeing strategies with organizational goals, utilizing Heap analytics, scorecards, and program performance data to drive engagement, ROI, and retention.
Team Lead, Client Success
5 Months- Lead a team of 7 CSMs through a major post-acquisition transition, aligning strategy and processes across four merged companies while maintaining strong client outcomes.
- Owned renewal forecasting accuracy, driving pipeline visibility and enabling data-backed planning; closed a $150k upsell for a key client, and secured a 5-year, $4.5M renewal with their largest health plan.
- Managed a $2.5M+ ARR book of business, balancing leadership responsibilities with hands-on client relationship management.
- Acted as a strategic liaison between Product, Marketing, and CS to accelerate platform adoption, increase retention, and enhance customer value delivery.
- Coached and developed CSMs through 1:1s and performance reviews, with a focus on renewal readiness, account planning, and KPI achievement.
Manager, Partner Success
1 Year 3 Months- Spearheaded partner success efforts, managing a $2.5M book of business and supporting over 50 clients across health plana nd reseller partnerships.
- Conducted Quarterly Business Reviews (QBRs), aligning partner and client goals with platform capabilities to drive renewals and long-term value.
- Successfully broke down communications barriers with a key partner, gaining direct access to shared clients and earning a 5/5 satisfaction rating from the partner.
- Drove engagement and retention by building strategic onboarding processes and implementing proactive health monitoring across accounts
- Acted as a trusted advisor and primary point of contact, navigating complex stakeholder needs and ensuring alignment between customer outcomes and business objectives
Associate Client Success Manager
2 Years- Revitalized unsupported accounts, managing a portfolio of previously underserved SMB clients, turning around 98% of neglected relationships through proactive outreach, personalized solutions, and continuous support.
- Owned renewal and upsell efforts for unsupported clients, generating an additional $200K in ARR from relationships that were previously at risk of churn.
- Increased client retention by 25% within 6 months by implementing strategic engagement plans and regular touchpoints for customers who had received minimal or no support prior to my involvement.
- Developed Standard Operating Procedures (SOPs) to standardize client engagement and retention strategies, ensuring smoother onboarding, consistent communication, and proactive issue resolution.
Wellness Director
2 Years 3 Months- Managed wellness services across 8 contracted buildings, overseeing staffing, service delivery, and operational efficiency to meet diverse client needs and expectations.
- Conducted regular onsite visits to each location, fostering strong relationships with building administrators and clients, and gathering feedback to enhance service offerings.
- Collaborated with building administrators to assess service effectiveness and implement improvement effectively aligning wellness programs with client objectives and preferences.
Life Enrichment Coordinator
1 Year 6 Months- Established strong relationships with community partners to bring additional resources and opportunities to enrich the lives of residents.
- Evaluated program effectiveness regularly, utilizing feedback from residents, families and staff to make continuous improvements in programming offerings.
- Championed diversity within programming offering by creating inclusive events that celebrate a variety of cultures and traditions
- Managed budgets effectively, optimizing resources to provide high-quality experiences for all residents within financial constraints.
Education
Bachelor of Science - Kinesiology And Health Promotion
High School Diploma
Skills
Customer Relationship Management: Dynamics 365
Microsoft Teams
Churn Zero
Contracting & Renewals: Juro
DocuSign
Email Marketing & Communication: SendGrid
HighSpot
Customer Success Tools & Analytics: Foundry (Gainsight) Churn
NPS
ARR Growth
CSAT
Upselling & Expansion
Ticketing & Issue Management: JIRA
Zendesk
Project & Team Management: Cross-Functional Leadership
Team Collaboration
1:1 Coaching
KPI Tracking
Certification
- Project Management, Google- 2022
Timeline
Client Success Manager II
Navigate Wellbeing Solutions
12.2025 - CurrentRead More
Team Lead, Client Success
LifeSpeak Inc.
07.2025 - 12.2025Read More
Manager, Partner Success
Wellbeats, A LifeSpeak Company
04.2024 - 07.2025Read More
Associate Client Success Manager
Wellbeats, A LifeSpeak Company
04.2022 - 04.2024Read More
Wellness Director
Lifetime Wellness
01.2020 - 04.2022Read More
Life Enrichment Coordinator
Lifetime Wellness
07.2018 - 01.2020Read More
University of Wyoming
Bachelor of Science from Kinesiology And Health Promotion
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Arroyo Grande High School
High School Diploma
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