Pelenaise Wheeler
Baltimore,MD
Summary
I am a self-motivated, growth-minded, and results-driven Senior Enterprise Customer Success Manager with a passion for building strong relationships and delivering exceptional customer experiences. I have years of experience as a Sales and CSM professional in the SaaS and internet industries, and I have worked in fast-paced startup environments. Through this experience, I have developed a passion for creating data-driven client success strategies that have a tangible impact on businesses.
Overview
11
11
years of professional experience
Work History
Senior Enterprise Customer Success Manager
Gorgias.io
09.2021 - Current
- Managed the largest book of business in $2 million ARR, leading to increased retention and growth. Achieved retention rates of -0.02% in Q2 2023 (goal: -1.2%), 102% in Q3 2023 (goal: 97%), and 113% in Q4 2023 (goal: 104%).
- Enhanced customer satisfaction by proactively identifying and addressing potential issues and opportunities for product adoption and expansion within enterprise accounts. Helped achieve the second-highest health score in 2023 with a rating of 9/10, and a team average of 8.3.
- Implemented tailored success plans for each customer, resulting in higher product adoption rates. Led the team in driving product adoption and utilization of Automate. Attained the highest Automation Rate Increase of 4.13% in Q4 2023.
- Achieved a customer base with 65% on annual subscriptions, a 62.5% increase from the previous year (40%), through targeted efforts of customized plans and incentives.
- Collaborated with cross-functional teams to advocate for customer needs, leading to increased retention and customer satisfaction.
- Spearheaded efforts to streamline internal processes, enhancing team efficiency and productivity.
- Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
- Led team trainings to enhance enablement and foster professional development, ensuring the team was equipped with the necessary skills and knowledge to deliver exceptional customer success outcomes.
Team Lead, Customer Success
Broadly
04.2020 - 09.2021
- Successfully reduced churn for three consecutive months through proactive customer engagement.
- Managed a team of two Senior CSMs and collaborated with other departments to meet retention and expansion targets.
- Developed and implemented customer success strategies and tactics for my book of 250-300 SMB accounts.
- Created a customer engagement model and restructured the post-sales lifecycle for onboarding and success management.
- Worked with Operations to implement Planhat, a customer success software.
- Actively participated in building a new Customer Success program by defining the strategy, creating playbooks, and developing training for ongoing development.
- Drove customer expansion and reduced churn by becoming a trusted advisor to help customers achieve their objectives.
Senior Customer Success Manager
Broadly
01.2018 - 04.2020
- Successfully hired and scaled a new customer success team of 6 CSMs in Baltimore, MD, vetted a customer success software, and transitioned the team to remote work.
- Managed the full customer lifecycle of 300-400 SMB accounts while maintaining a high product usage percentage and preventing churn.
- Identified cross-selling opportunities to drive revenue and provided technical support for business systems and website integration.
Senior Account Manager
Yelp
09.2015 - 01.2018
- Consistently ranked as a top-performing Account Manager, managing a high volume of accounts.
- Prevented churn and maintained a high save ratio while providing technical support and upselling products and services to increase company revenue.
- Trained and onboarded new hires while maintaining client revenue.
Senior Account Executive
Yelp
10.2012 - 06.2014
- Consistently exceeded sales targets and achieved a BME (best month ever) of 270% of quota.
- Piloted advertising programs for restaurants, food, nightlife, and a restaurant management system.
- Successfully managed full-cycle inside advertising sales of medium-sized businesses in multiple markets.
Education
Bachelor of Arts - Economics
University of San Francisco
San Francisco, CA05.2012
Skills
- Training & enablement
- Excellent communication and presentation skills
- Project management and prioritization
- Goal-oriented and results-driven
- Relationship management
- Problem-solving
- Consultative Sales
- Problem Solving
Professional Highlights
- 1.5M ARR book support: Successfully supported the largest book of $1,510,000 ARR at Gorgias, resulting in a 62.5% increase in customers on annual subscriptions and achieved a health score of 9.1, above the team average resulting in 20% expansion of my portfolio.
- Customer Success scaling: Collaborated cross-functionally to scale Customer Success efforts at Broadly, resulting in cost savings through automation and streamlined processes.
- Leadership: Showcased leadership skills by successfully establishing and expanding Broadly's first East Coast office in Baltimore and leading a team of 2 Senior CSMs.
Timeline
Senior Enterprise Customer Success Manager
Gorgias.io
09.2021 - Current
Team Lead, Customer Success
Broadly
04.2020 - 09.2021
Senior Customer Success Manager
Broadly
01.2018 - 04.2020
Senior Account Manager
Yelp
09.2015 - 01.2018
Senior Account Executive
Yelp
10.2012 - 06.2014
Bachelor of Arts - Economics
University of San Francisco
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