Reshma Bynum
Dallas,USA
Summary
Strategic customer success leader with a sharp focus on value realization, customer journey optimization, and long−term partnership success. Works closely with high−value customers and executive stakeholders to align success initiatives with measurable business outcomes, driving ROI, retention, and sustainable growth. Data−driven and relationship−focused, bringing a blend of analytical insight and strategic vision to mitigate risk, strengthen engagement, and identify opportunities for expansion. Crafts outcome−driven success strategies that help customers maximize their investment while fostering long−term trust and loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Enterprise Customer Success Manager
Gladly
Dallas-Fort Worth, TX
04.2025 - Current
- Manage a portfolio of 7 enterprise customers with a multimillion-dollar book of business, partnering with global retail brands including Sephora, Birkenstock, and StockX to modernize customer service operations.
- Serve as a strategic advisor to executive stakeholders, aligning Gladly’s AI-powered, human-first service platform across SMS, Voice, Email, and Chat with measurable business outcomes.
- Lead enterprise AI adoption strategies, advising customers on automation, predictive routing, and conversational intelligence to improve efficiency while maintaining high-quality customer experiences.
- Drive value realization through strategic QBRs and success plans, connecting AI investments to outcomes such as CSAT, NPS, cost reduction, and agent productivity.
- Own retention and expansion strategy for a multimillion-dollar portfolio, leading renewals, multi-year agreements, and complex negotiations to secure long-term partnerships.
- Guide omnichannel service optimization across SMS, Voice, Email, and Chat, improving operational consistency, agent effectiveness, and end-to-end customer journeys.
- Build scalable enterprise success models that strengthen adoption, reduce risk, and increase long-term customer advocacy.
Large Enterprise Success Manager
Sprinklr
Dallas-Fort Worth, TX
06.2021 - Current
- Manage a portfolio of 5−7 enterprise accounts across multiple verticals, partnering with industry leaders such as Mattel, eBay, Top Golf, TikTok, Sally Beauty, and Visa to drive customer success, platform adoption, and business value.
- Serve as a strategic advisor, aligning Sprinklr’s AI−powered solutions with customer objectives to optimize engagement, streamline workflows, and maximize ROI.
- Utilize success management strengths to deliver $1.6M in book of business revenue growth, achieving a 91% renewal rate through proactive success planning and executive stakeholder engagement.
- Develop and execute enterprise−level success strategies, incorporating value−driven engagement models, quarterly EBRs, and outcome−based success planning.
- Facilitate contract renewals and expansion opportunities, leading forecasting, negotiation, and deal closure to secure long−term customer partnerships.
- Execute executive business reviews (EBRs) for customer stakeholders, delivering data−driven insights, aligning success initiatives, and reinforcing platform value.
- Advise clients on full−lifecycle campaign management, competitive benchmarking, and social customer care strategies, ensuring platform optimization and business impact.
- Build scalable customer success foundations, strengthening adoption, retention, and the long−term partnership between Sprinklr and its enterprise customers.
Customer Success Manager
Alteryx
Dallas-Fort Worth, TX
01.2020 - 06.2021
- Managed a portfolio of Enterprise Select−level customers, building and strengthening executive relationships to ensure product adoption, long−term retention, and account expansion.
- Partnered cross−functionally with internal teams to align customer success strategies with business objectives, driving measurable outcomes and revenue growth.
- Secured $2.7 million in renewal business and achieved 110% of quota in Q1 2021, ranking as the #1 global rep out of 33 through proactive engagement and success planning.
- Partnered with account executives and pre−sales engineers to drive $625K in upsell business, leveraging strategic roadmap discussions to identify expansion opportunities.
- Designed and executed tailored retention strategies for at−risk customers, securing long−term agreements and improving customer lifetime value.
- Developed and facilitated client success roadmaps, ensuring seamless adoption, value realization, and alignment with customers' evolving business needs.
- Led high−touch executive engagement, providing ongoing strategic advisement to C−suite and VP−level stakeholders to maximize platform utilization and ROI.
Account Manager
Workfront, an Adobe Company
Dallas, TX
03.2018 - 12.2020
- Drove SaaS adoption, retention, and account expansion by partnering with enterprise clients to align Workfront’s project management solutions with their business objectives.
- Served as a strategic advisor, optimizing platform usage and customer workflows to maximize value realization and long−term engagement.
- Managed the full customer lifecycle from onboarding through renewal, securing seven net−new customer accounts in 2019 and ranking as the #1 rep on the Corporate West team in Q2 2019.
- Developed and nurtured executive relationships, ensuring alignment between customer project management strategies and Workfront’s capabilities to drive adoption and retention.
- Led onboarding, implementation, and training initiatives, proactively addressing roadblocks and escalating issues to internal teams for seamless deployment and continued success.
- Conducted in−depth business reviews, providing usage analytics and strategic recommendations to optimize platform utilization and uncover expansion opportunities.
- Acted as a trusted advisor for customers navigating enterprise−level service agreements, guiding them through renewals, upsell opportunities, and long−term success planning.
- Accurately forecasted renewal trends and customer needs, providing leadership with quarterly and annual projections to enhance retention strategies and customer advocacy efforts.
Team Lead, Senior Account Manager – Renewals & Growth
CA Technologies
Plano, TX
07.2017 - 03.2018
- Led customer success and renewals strategy for enterprise accounts, serving as a key liaison between internal teams and executive stakeholders to drive retention and account expansion.
- Provided data−driven insights and strategic advisement to strengthen partnerships and improve customer engagement.
- Acted as a subject matter expert in analytics, segmentation, and customer insights, guiding internal teams on customer success best practices.
- Partnered with account teams, product engineers, and agile transformation advisors to deliver technical value and support key client initiatives.
- Engaged with product and development teams to enhance the customer experience based on executive feedback, achieving 101% of quota through proactive success planning and data−driven renewal strategies.
Team Lead, Customer Success Manager
CA Technologies
04.2016 - 07.2017
- Managed a portfolio of 28 enterprise clients, driving engagement, renewals, and expansion through proactive account management and strategic customer success initiatives.
- Provided ongoing communication and education on new product features, SaaS updates, and product roadmaps to maximize adoption and customer satisfaction.
- Developed reports and customer behavior insights for leadership, influencing key decisions on product strategy and service improvements.
- Generated over $350K in net new revenue at renewal, achieving 103% of quota and earning a promotion to Senior Account Manager.
Digital Account Manager
CA Technologies
08.2014 - 04.2016
- Drove account growth and retention for enterprise clients, managing the full customer lifecycle from onboarding to expansion.
- Partnered with sales and success teams to cultivate leads, drive demand, and ensure customer adoption across CA’s Enterprise Management Suite.
- Strengthened enterprise relationships, working closely with partners to drive product usage, renewals, and cross−functional adoption.
- Delivered six consecutive quarters of 100%+ performance, earning a promotion to Team Lead for renewals and upselling within the Agile Central team.
Education
B.S. - Business Administration, Marketing
University of Texas at Dallas
Dallas, TXSkills
- Value Realization & Optimization
- Customer Journey Mapping
- Executive Stakeholder Management
- ROI-Driven Customer Success
- Enterprise CSM Engagement
- Risk & Retention Strategies
- Data Insights & Decision Making
- Customer Growth & Expansion
- Account Strategy & Development
- Customer Health & Adoption Metrics
- Problem-Solving & Solutioning
- Business Alignment & Advocacy
- AI adoption strategies
Certification
- SAFe Agile Certification
- KCS Fundamentals
- Alteryx Bronze Certified
- Core Analytics Certified
- Sprinklr Product Certified
Timeline
Senior Enterprise Customer Success Manager
Gladly
04.2025 - Current
Large Enterprise Success Manager
Sprinklr
06.2021 - Current
Customer Success Manager
Alteryx
01.2020 - 06.2021
Account Manager
Workfront, an Adobe Company
03.2018 - 12.2020
Team Lead, Senior Account Manager – Renewals & Growth
CA Technologies
07.2017 - 03.2018
Team Lead, Customer Success Manager
CA Technologies
04.2016 - 07.2017
Digital Account Manager
CA Technologies
08.2014 - 04.2016
B.S. - Business Administration, Marketing
University of Texas at Dallas