ROBIN SALLEY
Alpharetta,GA
Summary
Results-driven Senior Customer Success Leader with over 10 years managing complex, multi-site mid-level to enterprise customers through implementation, adoption, renewal, and expansion. Lead digital transformation initiatives that enhance compliance and operational visibility. Engage with VP and director-level stakeholders to deliver measurable outcomes through structured engagement and analytics-driven insights. Establish scalable customer success practices while mentoring junior team members in a high-growth SaaS environment.
Overview
26
26
years of professional experience
Work History
Senior Customer Success Manager (Lead CSM)
iFoodDS
Atlanta, GA
01.2016 - Current
- Own the full customer lifecycle for enterprise customers, including implementation leadership, adoption strategy, optimization, renewal readiness, and expansion support
- Conduct monthly operational reviews and Quarterly Business Reviews (QBRs) with VP and director-level stakeholders to align platform usage with business and compliance objectives, enhancing strategic alignment and driving customer satisfaction.
- Lead multi-location digital transformation initiatives, transitioning customers from paper-based workflows to digital systems, resulting in fewer manual logs, faster corrective actions, increased compliance, and improved audit readiness
- Implemented a train-the-trainer enablement model, significantly reducing onboarding time and accelerating adoption across distributed customer location
- Influenced executive leadership to hire a dedicated training specialist, improving scalability of onboarding and ongoing customer education
- Collaborate with Account Executives to develop renewal strategies and identify expansion opportunities.
- Monitor usage analytics and customer health indicators to identify adoption risks and deliver targeted enablement strategies
- Serve as trusted advisor to enterprise customers in historically paper-based industries, accelerating technology adoption and workflow modernization, resulting in improved operational efficiency.
- Mentor and train junior Customer Success Managers, providing onboarding guidance, workflow best practices, and customer strategy coaching
- Selected by leadership to manage marquee enterprise accounts and high-complexity customers, including nationally recognized brands with expansion potential
- Partner cross-functionally with Product, Implementation, and Engineering teams to communicate customer feedback and support product enhancements
Credentialing Analyst
Global Healthcare Exchange (GHX)
Atlanta, GA
02.2014 - 03.2016
- Verified provider credentialing, ensuring compliance and minimizing potential service delays for hospitals
- Collaborated with hospital stakeholders to address documentation gaps, safeguarding operational continuity
Customer Relationship Specialist
Clark
Alpharetta, GA
01.2012 - 01.2013
- Managed customer communications and support workflows to ensure high satisfaction and retention
Regional Account Manager - Managed Markets
Bayer Pharmaceuticals
Alpharetta, GA
01.2004 - 12.2005
- Developed and executed regional managed-markets strategies, negotiating contracts and implementing pull-through programs that strengthened formulary access and supported regional sales growth
- Built and maintained trusted relationships with medical and pharmacy leadership across health plans and hospital systems, enabling improved access and adoption of Bayer's pharmaceutical portfolio
Pharmaceutical Sales Representative
Bayer Pharmaceuticals
Alpharetta, GA
01.2000 - 12.2004
- Exceeded performance targets; recognized as Divisional MVP
- Provided clinical product education to physicians and healthcare teams
Education
Bachelor of Science - Health Services Administration
Auburn University
Auburn, AlabamaSkills
- Enterprise Customer Success
- Customer Adoption & Enablement
- Quarterly Business Reviews (QBRs)
- Renewal Strategy Support
- Expansion Opportunity Identification
- Customer Health Monitoring
- Digital Transformation Leadership
- Multi-Site Implementation
- SaaS Lifecycle Management
- Workflow Optimization
- Compliance & Operational Technology
- Cross-Functional Collaboration
- Mentorship & Team Development
- Executive Stakeholder Engagement
- Customer Training Programs
References
References available upon request
Timeline
Senior Customer Success Manager (Lead CSM)
iFoodDS
01.2016 - Current
Credentialing Analyst
Global Healthcare Exchange (GHX)
02.2014 - 03.2016
Customer Relationship Specialist
Clark
01.2012 - 01.2013
Regional Account Manager - Managed Markets
Bayer Pharmaceuticals
01.2004 - 12.2005
Pharmaceutical Sales Representative
Bayer Pharmaceuticals
01.2000 - 12.2004
Bachelor of Science - Health Services Administration
Auburn University