NATALIE BARZILAI
New York,NY
Summary
Highly experienced Manager of Customer Success for SaaS companies with clients ranging from small business to enterprise level. Skilled in retention, reducing churn, supporting customer growth and most importantly, keeping clients happy.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Success - Americas & EMEA
SentinelOne
New York, New York
09.2022 - Current
- Manage a team of 19+ employees including managers and individual contributors across multiple Customer Success segments.
- Planned, Budgeted, and Maintained AOP.
- Developed and implemented strategies to improve Customer Success excellence.
- Launched and maintained multiple strategic programs: Risk identification and mitigation, executive sponsor, and success planning.
- Created and delivered presentations to internal and external stakeholders primarily to C-level executives.
- Established proper KPIs per CS segment with high achievement rates.
- Owned the revamp of the Customer Success Digital Journey.
- Coach and mentor the team to achieve their career goals through 1:1's, performance reviews and training sessions.
Manager of Customer Success
Hapn
New York, NY
10.2020 - 09.2022
- Responsible for the happiness of over 8000+ business accounts, ranging from small businesses clients to Enterprise-level (Fortune 500 companies).
- Motivate and coach a goal-hitting (and often exceeding) Customer Success team (Managers/Representatives) through strategic processes and workflows, direct feedback/evaluations, and 1:1 training sessions in contract negations, discovery, up-sell/cross-sell, renewals, product knowledge and development.
- Devise monthly and quarterly KPIs and OKRs for the CSM team. For 2022 thus far, these goals have been met, and some months exceeded expectations in areas of expansion, customer satisfaction (NPS), NRR, GRR, and churn.
- Lead development of the Customer Success strategy to reduce churn and maintain a rate of under 3% for the overall book of business.
- Implemented & iterate over client retention and expansion strategies to grow NRR from below ~97% % to consistently above 102%.
- Leverage user data to create greater client adoption and stickiness through personalized and automated onboarding, excellent customer service, and reminders to take action within the product.
- Ensure a steady client expansion pipeline for Sales and CSM through the development & deployment of a post-sales customer journey filled with product promotions, a newly created referral program, feature emails, case studies, and more.
- Directly influence new feature builds by providing Product and Engineering quantitative and qualitative data based on direct customer feedback.
Customer Success, Lead
Ticket Evolution Inc
New York, NY
10.2014 - 10.2020
- Developed, maintained, and grew relationships with over 200 current and new partners ranging from Fortune 500 companies to startups.
- Fostered a highly-talented Customer Success team by monitoring their work, delegating tasks, and creating processes and operational workflows to ensure company and client success.
- Led the Customer Success team to grow partner accounts by 20% in 2017 and 40% in 2018, and 30% in 2019.
- Created a pre-sales & post-sales client's support system from the initial sales call through and after launch by providing API integration support, product training, and strategic account development.
- Spearheaded and managed the development of a new affiliate-oriented product line that launched in 2018—scoping out the initial launch's business and product requirements. Set up, strategized, and maintained the business development and account management processes and plan. This product had a successful launch and grew by 30% in 2019.
- Inbound sales representative across all product offerings and add-on features with a close rate of above 60% month-over-month.
- Successfully negotiated contract renewals for all existing clients along with the CSM team to maintain a client retention rate of 97%.
- Identified, developed, scoped, and prioritized new product features, enhancements, and services for new and existing clients by collecting and analyzing current user feedback and conducting extensive product/market research.
Fraud Operations Analyst
Flight Club
NY, NY
03.2014 - 09.2014
- Achieved credit card and buyer fraud reduction by analyzing sales data, customer service requests, fraud, fulfillment, customer behavior, and website activity to pinpoint areas of weakness in the operational flow.
- Created complex reports and presentations to show findings and solutions.
- Scoped out, designed, and advocated for new features for the internal backend system to help customer service and fraud prevention do their job more efficiently.
- Created and mapped out business documentation such as workflows and procedural guidelines to streamline business processes.
Fraud Operations Analyst
Telefonica
Tel Aviv, Israel
02.2010 - 05.2013
- Reduced fraud costs by identifying fraud patterns and implementing systems and policies to prevent future issues for accounts such as Jajah, Yahoo! Voice, Microsoft 365 Lync, and Telefonica.
- Created, updated, and project managed automatic fraud systems from start to finish: worked with QA, operations, and engineering teams to scope out project deliverables to ensure the project met the specifications of the financial operations team.
- Produced and designed reports for upper management regarding sales and fraud statistics through data management tools.
- Acted as the point person for the risk team: hired and trained new employees, provided work schedules, and reviewed employees quarterly.
Education
Master of Science - Management and IT Systems
New York University
2016
Bachelor of Arts - Sociology/Media Studies
Hunter College
2008
Skills
- Software and Tech: JIRA, Trello, SQL, Tableau, Mixpanel, API Integrations, Google Analytics, Totango, Zendesk, Freshdesk, Salesforce, Hubspot, Mailchimp, Pendo, basic HTML, and CSS, Saleloft,Outreach
- Business: client & account management, revenue growth, contract negotiation, retention, project management, product development and management, data analytics, systems and automation applications, team building, training, issue and conflict resolution, Strategic Planning, Customer Account Management
Certification
Licensed Real Estate Agent
Timeline
Senior Manager, Customer Success - Americas & EMEA
SentinelOne
09.2022 - Current
Manager of Customer Success
Hapn
10.2020 - 09.2022
Customer Success, Lead
Ticket Evolution Inc
10.2014 - 10.2020
Fraud Operations Analyst
Flight Club
03.2014 - 09.2014
Fraud Operations Analyst
Telefonica
02.2010 - 05.2013
Master of Science - Management and IT Systems
New York University
Bachelor of Arts - Sociology/Media Studies
Hunter College
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