Summary
Overview
Work History
Education
Skills
Timeline
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Nancy Bayuh

Overland Park,United States

Summary

Customer retention focused Senior Customer Success Manager with over 5 years of experience in Software as a Service. Excels at developing and managing customer success programs that deliver value and increase product utilization and return-on-investment. Passionate about delivering happiness through goal-driven expectations.

Overview

11
11
years of professional experience

Work History

Senior Customer Success Manager

Findhelp
01.2023 - 07.2023
  • Managed multiple large-scale, highly cross-functional deployments of digital social care platforms to major national nonprofits, cancer support centers, and primary care providers/hospitals while proactively assessing and responding to risk and maintaining strict HIPAA & HITRUST internal and external requirements.
  • Coordinated customer decision making and clearly outlined expected program deliverables and project interdependencies while building partnerships with all stakeholders.
  • Lead customer meetings with senior executives to outline and agree on governance, including executive committees, working groups and mechanics of financial model.

Senior Enterprise Customer Success Manager

Zoom Video Communications
04.2017 - 11.2020
  • Responsible for growing strong relationships with customers on an end-user and executive level while ensuring successful deployment of Zoom products and services from post-sale to renewal with small, large, and strategic accounts.
  • Promoted from SMB CSM (700 customers under $500 MRR) to Enterprise (customers over $1M ARR) while managing multinational product deployment across industries - financial, nonprofit, healthcare, governance, education, and B2B.
  • Planned, developed, and conducted standard user and power user training sessions for 5 to 1000+ attendees in virtual or live meeting format.
  • Conducted weekly customer meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate new feature releases.
  • Monitored metrics and developed actionable insights to improve product utilization and inform upselling and renewal process in quarterly and annual business reviews while proactively identifying account risk and reducing churn, leading to increased account retention (over 99%) and strategic growth with platform expansion.
  • Analyzed customer account trends and provided feedback to internal stakeholders to ensure quality standards, customer requirements, and features are customer-aligned.
  • Special Award for Outstanding SMB CSM 2018

Implementation Manager

Inspired ELearning
07.2015 - 04.2017
  • Oversaw implementation lifecycle for learning management system based on organizational needs, regulatory requirements, and customer demand.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets for course and language customization.
  • Managed and communicated the status of project timelines to associates and clients, ensured all parties understand at-risk items, and handled support escalations/technical issues.
  • Managed new technology implementations with clients, including demos, account creation, and training to ensure they are proficient with purchased platforms and courses.
  • Special award for Outstanding Implementation Manager 2016

Scientific Recruiter

Aerotek
08.2012 - 07.2015


  • Oversaw full cycle recruiting for 1000 vacancies each quarter.
  • Advised, coached and counseled managers and staff to support human resources policies, procedures, programs and labor relations while administering benefits program.

Education

Bachelor Of Arts - Anthropology

University of Louisville
Louisville, KY
05.2012

Skills

  • CRM Saavy: Salesforce, Totango, HubSpot
  • Excellent presentation skills and proficiency in presentation platforms
  • Jira, Zendesk, Confluence, Sharepoint, Service Now, Google Suite, Microsoft Suite
  • Soft Skills: SaaS customer lifecycle management, customer retention, churn reduction, customer support, escalation management, project management, technical collaboration

Timeline

Senior Customer Success Manager

Findhelp
01.2023 - 07.2023

Senior Enterprise Customer Success Manager

Zoom Video Communications
04.2017 - 11.2020

Implementation Manager

Inspired ELearning
07.2015 - 04.2017

Scientific Recruiter

Aerotek
08.2012 - 07.2015

Bachelor Of Arts - Anthropology

University of Louisville

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Nancy Bayuh