RENEE WELLS-WOOD
SAN FRANCISCO,CA
Summary
Results-oriented and dynamic customer-facing professional with a passion for technology. Highly organized, flexible, and skilled in multitasking and time management. Exceptional interpersonal skills allow for seamless connection with decision-makers at all levels of the organization. Proven track record in developing innovative campaigns to engage current customers and drive business growth through strategic marketing strategies. Composed teammate and partner who thrives in fast-paced and ever-changing environments.
Overview
13
13
years of professional experience
Work History
Senior Strategic Customer Success Manager
Sentry.io
05.2021 - Current
- $9.7M in ARR managing our top customers (Disney, Instacart, Microsoft)
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Hiring team for Enterprise (Customer Success Managers, Account Executives, and Solution Engineers) as well as our Renewals Manager
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Led process improvement and problem-solving efforts to create standard procedures.
- Mentored new hires for the Customer Success team.
- Played instrumental role in client satisfaction by working with EPD teams for proper resolution of service issues.
SENOR STRATEGIC CUSTOMER SUCCESS MANAGER
ROLLBAR
07.2020 - Current
- 3M+ ARR portfolio managing 15 accounts
- Onboard new customers, perform adoption analysis, develop renewal strategies, design workshops for large teams, and review upcoming product roadmap initiatives
- Maintain ongoing customer relationships, minimizing churn, implementing success programs, and supporting the sales process
- Identify opportunities to streamline and create effective customer success processes, including customer-facing presentations
- Collaborate with C-suite executives and leadership team on key strategic accounts
TEAM LEAD - CUSTOMER SUCCESS MANAGER
SISENSE ACQUIRED BY PERISCOPE DATA
03.2018 - 04.2020
- Closed upsell opportunities (113% quota YTD)
- Achieved Presidents Club in 2018
- Responsible for understanding customer ever-evolving business needs, collaborating internally and externally to ensure strategic outcomes are continually met
- Onboarded new customers, adoption, renewal strategies, training initiatives, and product roadmap
- Consistently worked and developed the entire customer lifecycle
- Team Lead - managed a team of 4
- Responsible for forecasting churn, expansion, and renewal opportunities in weekly 1:1's
- Designed and executed onboarding for all new hires
- Ran deal strategy for Corporate and SMB teams
- Led key projects & initiatives to improve CSM effectiveness (e.g
- Improved internal dashboards, implemented Quarterly Business Review process, created upsell and retention playbooks)
ENTERPRISE CUSTOMER SUCCESS MANAGER
NEW RELIC
03.2016 - 03.2018
- Implemented, educated, supported, retained, expanded, and managed customers - upsell 112%
- Collaboratively developed Customer Success collateral to provide customers with proper resources, training, and education
- Developed the Customer Success process geared towards ensuring utilization/adoption, renewals/retention, and upsell
- 8M+ ARR portfolio managing 8 accounts
- Leveraged internal resources from Technical Support, Sales and Engineering to decrease resolution time
- Proactively identified and neutralized customer churn risks resulting in 0% churn over 15 months
ACCOUNT EXECUTIVE
NEW RELIC
08.2015 - 03.2016
- Developed sales plan to strategically grow and expand accounts
- Prospected and generated relationships with new customers
- Managed the success, adoption, and expansion of existing customers
- Quota carrying in SaaS industry
SENIOR BUSINESS DEVELOPMENT REPRESENTATIVE
SALESFORCE
04.2014 - 08.2015
- Closed opportunities (275% quota YTD)
- Received 'top performer' bonus 4 times (top 30% of the organization)
- Developed and ran marketing campaigns to prospects and clients for Salesforce core products
- Received in-person training from GuruGanesha Khalsa (Sandler Sales Methodology) and John Barrows (Basho Methodology)
- Off the Dash Accomplishments: Audit Team, Interview Team, Social Chair, New hire & SR mentor
DISTRICT MANAGER
AUTOMATIC DATA PROCESSING
04.2012 - 04.2014
- Networked with key decision-makers in a designated territory
- Prospected targets for ADP payroll and HR solutions
- Cross-selling business outsourcing solutions to an existing client base
- Finished 115% for fiscal 2013
Education
BACHELOR OF SCIENCE (B.S.) - MARKETING
SONOMA STATE UNIVERSITY
Skills
- Key accounts development
- Staff mentoring & leadership
- Team building
- Account management
- Cross-functional coordination
- Customer onboarding
- Customer relations
- Account updates
- SFDC CRM, Gainsight, Notion, Slack, and MSFT
Affiliations
MARKETING CLUB
Timeline
Senior Strategic Customer Success Manager
Sentry.io
05.2021 - Current
SENOR STRATEGIC CUSTOMER SUCCESS MANAGER
ROLLBAR
07.2020 - Current
TEAM LEAD - CUSTOMER SUCCESS MANAGER
SISENSE ACQUIRED BY PERISCOPE DATA
03.2018 - 04.2020
ENTERPRISE CUSTOMER SUCCESS MANAGER
NEW RELIC
03.2016 - 03.2018
ACCOUNT EXECUTIVE
NEW RELIC
08.2015 - 03.2016
SENIOR BUSINESS DEVELOPMENT REPRESENTATIVE
SALESFORCE
04.2014 - 08.2015
DISTRICT MANAGER
AUTOMATIC DATA PROCESSING
04.2012 - 04.2014
BACHELOR OF SCIENCE (B.S.) - MARKETING
SONOMA STATE UNIVERSITY
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