Summary
Overview
Work History
Education
Skills
Certification
Projects
Websites
Timeline
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Phyllis Gricco

Franklin Square,NY

Summary

Dynamic Senior Customer Success Manager with a proven track record at Upland Software, driving >$6M+ in ARR and achieving a 98% renewal rate. Expert in Salesforce CRM and adept at fostering client relationships, I excel in identifying growth opportunities and implementing strategic initiatives that enhance customer satisfaction and retention.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager, Enterprise

Upland Software
New York, NY
11.2024 - Current
  • Managed largest Customer Success portfolio exceeding $10M in Annual Recurring Revenue (ARR), driving renewals and retention.
  • Closed $400K expansion opportunity in Q1 2025, significantly contributing to portfolio growth.
  • Achieved 98% renewal rate in Q1 2025 by identifying risks and uncovering growth opportunities.
  • Served as trusted advisor to senior executives at key enterprise clients, strengthening partnerships.
  • Increased Net Promoter Score (NPS) by 20 percentage points through structured client feedback loops.
  • Executed targeted success plans and tracked KPIs via Salesforce and Catalyst to improve client value realization.

Principal Customer Success Manager, Enterprise

Hivebrite
New York, United States
01.2024 - 01.2024
  • Managed the contract lifecycle for 25 key enterprise relationships, generating $2.5M in ARR with prestigious institutions like Princeton, MIT, and Stanford, reinforcing Hivebrite's position in the higher education sector.
  • Oversaw customer management post-sale, including integration and best practices advisory, helping clients maximize product adoption and resolve issues effectively, ultimately aiding them in achieving their business goals.
  • Successfully upsold Hivebrite's second-largest account, increasing revenue by $64K and ARR by $175K, showcasing my ability to recognize and seize growth opportunities within existing accounts.
  • Proactively identified and mitigated renewal risks by implementing targeted strategies to tackle potential churn factors, maintaining a stable revenue stream and strengthening client relationships.
  • Leveraged an advanced understanding of data infrastructure and problem-solving skills for swift complex issue resolution, enhancing long-term customer loyalty and retention rates significantly.
  • Played a critical role in PI Planning and contributed to Product Roadmap development and mobile app development, ensuring alignment with customer needs and driving innovation within our offerings.
  • Recommended and implemented process improvements in restructuring Hivebrite's internal and customer-facing knowledge base using Artificial Intelligence and machine learning, streamlining access to information and improving overall customer experience.

Senior Enterprise Customer Success Manager & Team Lead, Customer Success Manager I, Strategic & Customer Success Manager II

CB Insights
New York, United States
01.2021 - 01.2024
  • Increased Active ARR to $480,140, showcasing significant revenue growth.
  • Closed deals totaling $488,170, enhancing overall financial performance.
  • Achieved 100% renewal rate for all accounts, reflecting exceptional client satisfaction.
  • Exceeded quarterly goals by reaching 165% of target objectives.
  • Managed a portfolio exceeding $15M while driving initiatives in Business Reviews and Renewals.
  • Implemented customer segmentation strategy, boosting sales revenue by 55% and improving retention by 30%.
  • Developed and led a team of five Customer Success Associates, enhancing customer satisfaction and engagement.
  • Collaborated with IT to automate processes, saving 20 hours weekly and reducing errors by 90%.

Customer Success Manager II

Interact Software
New York, United States
01.2017 - 01.2019
  • Managed diverse portfolio of 100+ accounts with ARR of $40,000 to $120,000, achieving over 100% renewal rates from 2018 to 2019.
  • Tailored and delivered training for customers, driving 50% increase in Interact platform adoption.
  • Conducted customer feedback analysis to identify success factors, reducing support issues by 20%.
  • Architected innovative processes and trained on customer success methodologies, enhancing retention by 40%.
  • Developed best practices that improved customer experience, increasing client satisfaction by 35%.
  • Implemented key use cases in product development, enhancing user experience and loyalty.
  • Introduced customer-centric approach aligning technology with business objectives, generating $1M in revenue growth.
  • Drove customer lifetime value by 50% through targeted engagement strategies.

Education

Master of Business Administration (MBA) - Business Administration and Management

University of Phoenix
Phoenix, AZ

Bachelor’s Degree (Bachelor of Arts) - Political Science and Sociology

Pennsylvania State University
University Park, PA

Skills

  • Salesforce CRM
  • HubSpot CRM
  • Adobe Document Cloud
  • Adobe Creative Cloud
  • Gainsight
  • Zendesk
  • Slack
  • Magento
  • Planhat
  • ChurnZero
  • Gong
  • Jira
  • Confluence
  • Catalyst
  • Shopify
  • Clari
  • Outreach
  • Trello
  • Zoom
  • Meta Ads Manager
  • Fathom
  • ZoomInfo
  • Looker
  • Seismic
  • Productboard
  • Linear
  • Microsoft 365
  • Google Workspace
  • ClickUp
  • Miro
  • Asana
  • FullStory
  • SendGrid
  • ChatGPT
  • Gemini
  • Bard
  • Dust
  • Guru

Certification

  • Certified Customer Success Manager, The Success League (2022)
  • Notary Public, NY Department of State

Projects

Led the management of a $6.4M+ ARR portfolio, achieving a 98% renewal rate and closing a $400K expansion opportunity, significantly boosting portfolio performance., Managed the contract lifecycle for 25 key enterprise relationships, generating $2.5M in ARR, reinforcing Hivebrite's position in the higher education sector.

Timeline

Senior Customer Success Manager, Enterprise

Upland Software
11.2024 - Current

Principal Customer Success Manager, Enterprise

Hivebrite
01.2024 - 01.2024

Senior Enterprise Customer Success Manager & Team Lead, Customer Success Manager I, Strategic & Customer Success Manager II

CB Insights
01.2021 - 01.2024

Customer Success Manager II

Interact Software
01.2017 - 01.2019

Master of Business Administration (MBA) - Business Administration and Management

University of Phoenix

Bachelor’s Degree (Bachelor of Arts) - Political Science and Sociology

Pennsylvania State University

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Phyllis Gricco