Rachel Johnson
Williamsburg,VA
Summary
Expert Senior Customer Success Manager with 8 years SaaS experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations and relationship-building. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Partner Success Manager
Contentsquare
01.2021 - 01.2023
- B2B Digital Analytics Software
- Experience in metric and process driven environments based on retention, annual recurring revenue, and net recurring revenue
- Met with partner leaders to promote new business and expand into the partner network through training, quarterly reviews, renewals, and events.
- Chaired meetings to develop mutual partnership by preparing and establishing success presentations.
- Collaborated with colleagues in sales and customer support to maximize efficiency in initiatives.
- Stayed informed on industry developments and market trends to gain competitive advantage.
Senior Customer Success Manager
UpKeep
01.2019 - 01.2021
- CMMS Software
- Experience in managing high value book of business of 2m ARR
- Worked with Enterprise and Mid-Market customers
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted reoccurring user trainings to promote productivity and drive value.
- Initiated special projects such as the Change Management meeting to aid in improving internal processes.
- Built rapport with key stakeholders and industry expansion by attending and hosting live training seminars for enterprise customers.
- Hosted quarterly strategic reviews to demonstrate value to contract decision makers
- Evaluated productivity and quality of service recommendations prioritized by customers to adhere to short term and long term goals
- Analyze client data to predict renewal risk and developed save plans for at risk customers
- Negotiated contracts with customers to sustain renewals and give equitable terms to all parties
- Won multiple quarterly engagement rewards for stellar performance.
Enterprise Customer Success Manager
Back At You Media
01.2018 - 01.2019
- Automated Social Media Marketing Software
- Experience in working with C-Suite stakeholders in strategic business development and go to market strategies.
- Provided business, technical and product knowledge in support of post-sales activities.
- Hosted webinars and virtual meetings with customer leaders ranging from formal program reviews to end-user platform training.
- Collaborated with sales and product teams to address customer success objectives.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Organized meetings to discuss account health and implement quarterly initiatives.
Associate Operations Manager
HelloTech
01.2017 - 01.2018
- Collaborated with product/engineering and customer success to develop operation and fulfillment strategy for enterprise clients
- Outlined application and website-related improvements to enhance the user experience
- Created project plan to increase delivery and scheduling efficiency for partners.
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed systems and procedures to improve operational quality and team efficiency.
Manager, Customer Success
Helpr
01.2017 - 01.2018
- Employee Benefits: Childcare
- Management experience leading a team of 6+
- Reported to the Director of Customer Success to standard operating procedures of the Customer Success department
- Developed and executed quarterly OKRs for the customer success team
- Cross-trained existing employees to maximize team performance
- Monitored day-to-day tasks of department team members and analyzed performance to identify areas of improvement
- Strategically assigned book of business to customer success associates and assisted to organizing success plans to meet quarterly goals
- Lead 1x1s to track the success of individual contributors
- Streamlined and implemented interview and onboarding processes for employees and independent contractors
- Interviewed, onboarded, trained, and monitored all customer success managers and interns
- Worked as an individual contributer with C-Suite enterprise clients through high-touch strategic engagement representing renewals and business expansion.
Education
Certification - UI/UX Design
San Diego State University
01.2021
Associate of Arts - Communication
Los Angeles City College
01.2018
Skills
- Team Manager
- Customer Retention
- Customer Relationship Building
- Process Creation and Implementation
- Problem-Solving
- Strategic Planning
- Change Management
- Risk Assessment
- Expert in Cloud Based Software: Salesforce, Hubspot, Monday, Stripe, Gainsight, Reveal,
Awards
Most Successful Proactive Activities | Q2 2020 - UpKeep Technologies Highest Strategic Review CSAT Score (2) | Q2 2020 and Q4 2020 - UpKeep Technologies Highest Team Training CSAT | Q1 2021 - UpKeep Technologies
Projects
CS Committee: The Art of Customer Success - UpKeep Company Blog Post
Timeline
Partner Success Manager
Contentsquare
01.2021 - 01.2023
Senior Customer Success Manager
UpKeep
01.2019 - 01.2021
Enterprise Customer Success Manager
Back At You Media
01.2018 - 01.2019
Associate Operations Manager
HelloTech
01.2017 - 01.2018
Manager, Customer Success
Helpr
01.2017 - 01.2018
Certification - UI/UX Design
San Diego State University
Associate of Arts - Communication
Los Angeles City College
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