Randy Marrero
Austin,TX
Summary
High performing and driven Senior Customer Success Manager. I enjoy handling tough situations, and ensuring that all the customer's needs are met. A proven account manager, interacting with all levels of personnel from C-Level Executives, Management and Business Owners. I enjoy working with people, building and maintaining relationships, and ensuring that my customers have the best experience possible. Being a true team player I love helping people meet their goals, staying motivated and finding success.
Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Talkdesk
09.2023 - Current
- Managed a portfolio valued at $4.3 million in annual recurring revenue, maintaining an average net retention rate of 95% across the portfolio
- Create and execute account plans for each client, identifying opportunities for upselling and cross-selling and collaborating with sales teams to drive revenue growth
- Regularly conduct executive business reviews with clients to assess performance metrics and pinpoint opportunities for enhancement
- Facilitated cross-functional collaboration between sales, support, and product teams to address customer needs effectively
- Analyzed customer usage data to identify trends and provide actionable insights leading to product improvements
Senior Customer Success Manager
ClickUp
06.2021 - 08.2023
- Managed book of business value of $2.5MM ARR while averaging 98% Net Retention across my book of business
- Responsible for managing a portfolio of enterprise clients and driving growth and retention by maintaining long-term relationships with customers
- Provide product training and onboarding to clients to ensure that they are able to fully utilize the platform and meet their business objectives
- Create and execute account plans for each client, identifying opportunities for upselling and cross-selling and collaborating with sales teams to drive revenue growth
- Conduct regular business reviews with clients to review performance metrics and identify areas for improvement
Customer Success Manager
Podium
07.2018 - 06.2021
- Managed book of business value of $3MM ARR while averaging 98% Net Retention
- Spearheaded an onboarding initiative to streamline the client process by eliminating up to 6 hours of work a week for CSMs
- Implement Policies and Metrics to create/update variable bonus pay structure, cancellation/contract policies, and drive toward company KPIs
Education
Some College (No Degree) -
University of Maryland
Remote (USAF)Skills
- Salesforce
- Tableau
- Gainsight
- Zendesk
- Creative problem solving
- Data-driven decision making
- Customer Advocacy
- Relationship management
- Upselling strategies
- Customer journey mapping
- Strategic communications
- Customer retention
Certification
- Project Management
- Scrum Master
Timeline
Senior Customer Success Manager
Talkdesk
09.2023 - Current
Senior Customer Success Manager
ClickUp
06.2021 - 08.2023
Customer Success Manager
Podium
07.2018 - 06.2021
Some College (No Degree) -
University of Maryland
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