Sharon Fagan
Medway,MA
Summary
Strategic-thinking Client Success leader with extensive B2B SaaS background. Brings comprehensive CS leadership experience in leading and coaching teams to exceed business objectives.
Overview
23
23
years of professional experience
Work History
Director, Client Success
Hinge Health
03.2024 - Current
- Hired to manage a team of high performing CS Managers including hiring, onboarding, training, and talent success
- Maintain strong client retention with high satisfaction across book of business
- Collaborate with cross functional teams across all levels business to navigate strategic/complex clients to achieve success
- Driving revenue
- Partner with cross functional teams to develop and deploy plans aimed at achieving goals for your clients.
Director, Client Success
Reward Gateway
02.2022 - 03.2024
- Lead team of Group Managers, across multiple HR technology platforms, to ensure client retention and revenue growth KPIs are achieved for full U.S
- Client portfolio of ~$20m in annual revenue
- Establish and maintain strong cross-functional relationships with clients and internal stakeholders across different levels of the business
- Coach GTM team on program utilization best practices in order to drive product adoption to ensure client retention and revenue growth across all client tiers from SMB, Mid-Market to Enterprise
- Represent client success leadership, post-acquisition of new business, to ensure clients are successfully migrated to Reward Gateway platform and revenue is retained
- Partner with leaders across the business to ensure product innovation meets the demands of clients and the market, including acting as point of escalation for clients
- Responsible for hiring and development of the team, including measurements of success, career pathing and team scaling.
Director, Client Success
Virgin Pulse (now Personify Health)
04.2016 - 02.2022
- Responsible for the development and management of a range of client success engagement strategies and best practices to support the company’s strategic growth goals
- Develop an in-depth understanding of clients, how they value health and wellness and their evaluation of program success to drive participation in the Virgin Pulse Program
- Represent leadership for large client book of business, including overall client life cycle success, from onboarding through negotiating and securing renewals and upsell opportunities
- Develop strategies, plans and content collaboratively across Client Success, Sales, Member Engagement, Product Development, and our clients to create positive relationships, which drive the committed value to Virgin Pulse program sponsors
- Manage and develop team of Client Success Managers, including goal setting, KPI tracking, and performance evaluations
- Act as escalation point for both clients and Client Success team.
Vice President, Client Service
PlatformQ Education
11.2012 - 04.2016
- Scoped and developed first ever client service team through needs assessment and capacity planning
- Established, implemented and continue to manage the process to successfully deliver on all aspects of client programs from point of sale to proving ROI in order to ensure client retention
- Responsible for driving team to boost retention rates, upsell opportunities, and overall client satisfaction through integration of products and services
- Acted as escalation point for all client requests and inquiries
- Served as the company’s client services leader – evangelizing what great service is and how it needs to be executed throughout the organization
- Represented the client point of view in the company’s strategic planning and product development process.
Director, Campaign Management
TechTarget
11.2010 - 11.2012
- Developed, trained, and led a client facing team of 40 in multiple locations in both the U.S
- And Internationally
- Worked closely with all internal teams, including sales, marketing, operations and developers to manage, develop and streamline the order fulfillment process for online advertising and lead generating campaigns, while delivering best of breed customer service to both internal and external clients
- Ensured all advertising campaigns, totaling in $120 million in online revenue, meet client expectations, are executed on-time, and are error free
- Acted as the primary escalation point for all client and sales requests and challenges
- Ensured all booked revenue was recognized in a timely and efficient fashion.
Director of Program Performance
TechTarget
04.2006 - 11.2010
- Oversaw the successful completion of client programs within business group; totally in $20 million in annual revenue
- Analyzed audience and market trends to optimize performance of products and programs to meet client’s marketing needs, ensure client retention and contract renewal
- Served as audience and performance expert for internal customers
- Collaborated with sales, operations, marketing, and editorial teams to resolve issues and expedite delivery of programs
- Promoted from ROI Consulting Manager to Director of Program Performance (January, 2009).
Events Manager
TechTarget
09.2001 - 04.2006
- Collaborated with clients on their marketing goals and strategies to ensure successful delivery of event portion of overall marketing demands
- Identified opportunities and made recommendations to clients to facilitate face to face contact with highly targeted buyers resulting in $400k - $1.5 million in new business for clients per event
- Managed all budgets related to sponsorship delivery
- Promoted from Sponsorship Manager to Events Director (June, 2003).
Education
Bachelor of Science -
Northeastern University
Skills
- Accomplished B2B SaaS Leader
- Contract negotiation
- Relationship building and communication
- Results-driven team leader and coach
Awards
Client Success Director of the Year, 2021, Virgin Pulse
Timeline
Director, Client Success
Hinge Health
03.2024 - Current
Director, Client Success
Reward Gateway
02.2022 - 03.2024
Director, Client Success
Virgin Pulse (now Personify Health)
04.2016 - 02.2022
Vice President, Client Service
PlatformQ Education
11.2012 - 04.2016
Director, Campaign Management
TechTarget
11.2010 - 11.2012
Director of Program Performance
TechTarget
04.2006 - 11.2010
Events Manager
TechTarget
09.2001 - 04.2006
Bachelor of Science -
Northeastern University