Natalie Botto
Tahoe City,CA
Summary
Strategic and relationship-driven Customer Success Manager with over 4 years of experience working in high-growth SaaS environments. Proven track record of driving product adoption, retention, and revenue growth through proactive account management and cross-functional collaboration. Skilled at translating complex platforms into value for partners, aligning client goals with internal priorities, and scaling customer success operations. Awarded President’s Club in 2023 for outstanding performance. Passionate about partner enablement and building strong client advocacy through transparent and data-driven engagement.
Overview
5
5
years of professional experience
Work History
Enterprise Customer Success Manager
PandaDoc
08.2022 - Current
- Own strategic relationships with a portfolio of over 70 enterprise clients, managing a book of business exceeding $1.5M in ARR.
- Deliver proactive, insights-driven account management strategies that improved retention to over 95% and led to 20% average YoY upsell growth across accounts.
- Collaborate cross-functionally with Sales, Product, and Engineering to influence roadmap decisions, align on customer goals, and resolve complex technical challenges.
- Conduct quarterly business reviews and performance analysis to strengthen alignment between customer KPIs and platform capabilities, consistently maintaining CSAT scores above 90%.
- Developed scalable onboarding processes and internal playbooks for key customer segments, improving efficiency and client satisfaction.
- Honored with the 2023 President’s Club Award for exceeding renewal and expansion targets.
Customer Success Manager
Pathway.os
03.2021 - 08.2022
- Managed a diverse book of business spanning school districts and education nonprofits, achieving high retention through consistent value delivery and partner education.
- Led full-cycle onboarding and implementation, acting as the primary point of contact through launch and post-implementation phases.
- Created and maintained SOPs and knowledge base articles to streamline platform usage and reduce ticket volume.
- Provided structured feedback to Product and Engineering teams, leading to key platform improvements based on client input.
- Proactively identified upsell and cross-sell opportunities during regular cadence calls and review meetings.
Education
Master of Arts - M.Ed., Elementary Education
University of Nevada, Reno At Lake Tahoe
Reno05-2020
Bachelor of Arts - B.A., Anthropology
University of California, Santa Cruz
Santa Cruz, CA12-2016
Skills
- Strategic Account Management
- Cross-Functional Collaboration
- Salesforce, HubSpot, Slack, Asana, Zoom
- Data-Driven Storytelling
- Partner Enablement & Onboarding
- Program Optimization
- SOP Development
- E-commerce and SaaS Platforms
Awards
President’s Club 2023, PandaDoc
Recognized for top-tier performance in customer retention, expansion, and advocacy.
Timeline
Enterprise Customer Success Manager
PandaDoc
08.2022 - Current
Customer Success Manager
Pathway.os
03.2021 - 08.2022
Master of Arts - M.Ed., Elementary Education
University of Nevada, Reno At Lake Tahoe
Bachelor of Arts - B.A., Anthropology
University of California, Santa Cruz