Q. Wiggins
2x Founding Manager Of Customer Success
Dallas,United States
Summary
I build customer success engines that drive both retention and expansion. With 7+ years in cloud-native, SaaS, and FinOps, I’ve consistently stepped into leadership gaps to create scalable processes, close record-breaking deals, and deliver growth for startups and enterprise customers alike.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
SR Customer Success Manager
Archera
05.2024 - Current
- Partner with clients to understand their unique business challenges and objectives, leveraging Archera.ai's AI solutions to drive strategic outcomes.
- Lead cross-functional initiatives to enhance product adoption and optimize customer workflows, collaborating closely with product management and engineering teams.
- Lead onboarding process for new clients, ensuring seamless integration and comprehensive training.
- Cultivate strong relationships with clients, actively listening to their needs and providing tailored solutions to drive value.
- Proactively address customer concerns and issues, ensuring timely resolution and high levels of satisfaction.
- Monitor key performance metrics and customer health indicators to identify trends and opportunities for optimization.
- Champion customer advocacy efforts, gathering feedback and insights to inform product roadmap and development priorities.
- Drive renewal and expansion opportunities by identifying upsell/cross-sell opportunities and delivering value-driven proposals tailored to client needs.Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Founding Member Customer Success
Kubecost
08.2022 - 05.2024
- Built and Scaled High-Performing Team: Grew the customer success function from the ground up, hiring, training, and developing a team of 5 members.
- Employee Development: Focused on employee growth by providing personal development opportunities. This empowered employees to take ownership, produce results, and meet individual and team goals.
- Customer Retention & Growth: Achieved a remarkable 98% customer retention rate, managing a portfolio of 103 clients, and driving a 15% YoY growth in Annual Recurring Revenue (ARR) to $3.2M.
- Increased Revenue & Reduced Churn: Maintained and grew Monthly Recurring Revenue (MRR) by 15% through strategic recommendations to drive product adoption and expansion. Reduced churn rate by 25% through proactive customer success plans that increased customer satisfaction scores by 30%.
- Enhanced Customer Experience: Reduced customer complaints by 25% while increasing customer satisfaction ratings by 15% through proactive problem-solving and positive customer relationship management.
- Efficient Project Management: Oversaw successful implementation projects managing a team of 20, resulting in a 30% improvement in project success rate and a 25% reduction in implementation timelines.
- Strong Stakeholder Relationships: Developed and nurtured relationships with key stakeholders, leading to a 20% decrease in churn and a 15% increase in customer advocacy (NPS).
- Data-Driven Approach: Monitored key customer health metrics and product usage data to identify actionable insights. This resulted in a 20% increase in customer engagement and a 10% reduction in support ticket resolution time.
- Strategic Account Growth: Planned strategic initiatives to penetrate key accounts, increasing revenue from them by 30% and achieving a 15% expansion in market share.
Founding Manager of Customer Success
Anchore
09.2021 - 10.2022
- Exceeding Goals & Revenue Growth: Consistently surpassed quarterly goals by over 110%, leading to a 20% increase in overall revenue growth.
- Account Management Expertise: Managed a large and diverse portfolio (85+ accounts, $5M book of business) while maintaining a stellar 95% customer retention rate and achieving a 10% expansion in contract value.
- User Adoption & Engagement: Built and implemented a highly effective program, boosting product adoption by 25% and customer satisfaction scores by 15%.
- Data-Driven Performance Improvement: Established key team KPIs and achieved significant progress in adoption rate (20% increase), customer satisfaction (15% improvement), and expansion revenue (10% growth).
- Strategic Collaboration: Partnered with client stakeholders to improve customer goal achievement by 15% and retention by 20%.
- Operational Efficiency & Customer Satisfaction: Streamlined processes across multiple teams, leading to a 30% increase in efficiency, 20% reduction in response times, and a 25% improvement in customer satisfaction.
- Training & Adoption: Improved training programs, resulting in a 25% increase in product adoption and a 15% reduction in customer time-to-value (TTV).
- Technical Support & Satisfaction: Managed a team of engineers to ensure clients received the right technical resources and achieved a 98% SLA compliance rate, reducing downtime and improving overall customer satisfaction by 15%.
- Marketing Collaboration & Customer Engagement: Created engaging "Did You Know" campaigns with Marketing, leading to a 20% increase in customer engagement, 15% growth in product feature adoption, and a 10% improvement in retention.
Elastic Engineering Engagement Manager
Onica
07.2018 - 09.2021
- Expert Cloud Project Management: Led complex AWS cloud migration and optimization projects using Agile/Scrum methodologies, ensuring efficient execution and on-time delivery.
- Scrum Master for Cloud Success: Facilitated effective collaboration between cross-functional teams (sales, engineering, finance) for smooth AWS adoption and cost optimization.
- Cloud Cost Optimization Champion: Empowered customers to understand their existing cloud spend on AWS platforms identifying areas for cost reduction and implementing cost-saving strategies.
- Seamless On-Prem to AWS Migration: Orchestrated successful on-premises to AWS migrations, minimizing downtime and maximizing value through effective planning and execution.
- Goal-Oriented Customer Advocate: Aligned AWS services with customer business objectives, achieving a 95% success rate in meeting client goals and fostering strong customer advocacy.
- Agile Onboarding & Rapid Adoption: Leveraged Agile principles to streamline customer onboarding to AWS, leading to a 20% reduction in onboarding time and a 25% increase in AWS service adoption.
Education
High School Diploma -
Moises E Molina High School
Dallas, TX 05.2001 -
ScrumMaster -
ScrumStudy
10.2023 - 04.2024
Certified AWS Business Partner -
Amazon Web Services
11.2020 - 03.2021
CCSM Level 1-3 -
Success Coaching
11.2022 - 06.2023
Certified FinOps Practitioner - FinOps
FinOps Foundation
08.2024 - 08.2024
Skills
Strategic Account Management
Customer Retention & Expansion
Customer Onboarding & Adoption
Customer Success Strategy & KPIs
Team Leadership & Development
Cross-Functional Collaboration:
Stakeholder Management
Process Optimization
Product Management
Technical Account Management
Timeline
Certified FinOps Practitioner - FinOps
FinOps Foundation
08.2024 - 08.2024
SR Customer Success Manager
Archera
05.2024 - Current
ScrumMaster -
ScrumStudy
10.2023 - 04.2024
CCSM Level 1-3 -
Success Coaching
11.2022 - 06.2023
Founding Member Customer Success
Kubecost
08.2022 - 05.2024
Founding Manager of Customer Success
Anchore
09.2021 - 10.2022
Certified AWS Business Partner -
Amazon Web Services
11.2020 - 03.2021
Elastic Engineering Engagement Manager
Onica
07.2018 - 09.2021
High School Diploma -
Moises E Molina High School
05.2001 -