Sam Furner
Draper
Summary
Results-driven Customer Success Manager with over a decade of experience in delivering exceptional client experiences and fostering lasting relationships. Expertise in transforming customer interactions into strategic growth opportunities, successfully retaining high-value accounts while driving revenue expansion. Proven ability to collaborate with small to mid-size businesses and executive leadership, ensuring account growth, optimizing client satisfaction, and achieving measurable business impact. Committed to leveraging insights and innovative solutions to enhance customer engagement and contribute to organizational success.
Overview
2026
2026
years of professional experience
Work History
Customer Success Manager
Swell
2024 - Current
- Retained 35 at-risk accounts, preserving over $80,000 in annual revenue, while expanding accounts through additional services and new locations to drive measurable business growth.
Delivered seamless onboarding and ongoing support for 100+ small to mid-size medical offices, including account setup, federal verification, personalized training, and structured 90-day check-ins.
Conducted regular business reviews with key accounts, aligning goals and tracking success metrics to ensure client satisfaction and loyalty.
Built and maintained strong customer relationships through proactive engagement, consistent communication, and collaboration with cross-functional teams to drive higher product adoption.
Designed and executed customer success strategies that improved retention, overall satisfaction, and long-term client engagement.
Analyzed customer feedback to identify trends and inform enhancements in service delivery and product offerings.
Collaborated directly with executive leadership, including CEOs and COOs, and partnered with sales and operational teams to ensure smooth handoffs, resolve service issues, and maximize account success.
Senior Customer Experience Specialist
Faire Wholesale Inc.
01.2019 - 01.2023
- Senior Customer Experience Specialist at Faire
- Provide technical support and purchasing assistance to 200,000+ small businesses and independent brands on the online wholesale marketplace
- Works with a diverse team dedicated to empowering local entrepreneurs and creating positive social impact
- Specializes in Customer Satisfaction, Retention, and De-Escalation
- Truth seeker who investigates root causes for efficient and stable solutions
- Passionate about developing personable and professional relationships with customers, employees, managers, and executives
- Excels in verbal and written communications
- I specialized in overseeing the Data Deletion process in strict adherence to federal information retention laws. Collaborating closely with customers, I ensured meticulous attention to detail, verifying that all necessary prerequisites were arranged before initiating the data deletion process.
- Key Accomplishments:
- Played a pivotal role as one of four team members instrumental in successfully launching the SLC location.
- Contributed significantly to the team-building process by actively participating in interviews and aiding in the establishment of a cohesive and effective team.
- Demonstrated leadership by overseeing the night crew and voluntarily assuming the role of lead on the weekend crew. Effectively monitored and documented daily trends and metrics to optimize operational efficiency.
- Held a key role as one of two individuals managing account and order restrictions based on location, showcasing a keen understanding of operational intricacies.
- Provided comprehensive training on the restricted locations process to multiple team members, contributing to the skill development and proficiency of the team.
Customer Service Representative
Netflix
01.2017 - 01.2019
- Proficiently engaged with customers
- Specialized in handling intricate aspects of customer accounts
- Addressed billing queries and resolved account-related issues
- Offered expert guidance on account settings
- Leveraged sound technical judgment to troubleshoot complex device and connection problems
- Employed analytical skills to identify root causes and implement effective solutions
- Commitment to technical excellence for a seamless and robust customer experience
- Dedicated to maintaining the highest standards of service in the dynamic landscape of customer support
Optician
Shopko Optical
01.2013 - 01.2017
- Assisted customers with billing inquiries and resolved account and setting issues
- Administered eye exam pretests and managed billing processes related to eye exams
- Engaged with insurance companies to determine patient benefits for eye exams and corrective lenses
- Played a pivotal role in guiding customers through the complex process of frame and lens selection
- Ensured customer choices aligned seamlessly with preferences and optical requirements
- Took on additional responsibilities beyond traditional customer service duties
- Contributed to a positive and well-rounded customer experience through a comprehensive approach
Education
High School Diploma -
Murray High School
Salt Lake City, UT06-2012
Skills
- Rapid problem-solving skills
- Effectively manage confrontational scenarios
- Technical troubleshooting
- Professionally manage customer concerns
- Enthusiastic demeanor
- Client retention strategies
- Customer relationship building
- Customer relationship management
- Revenue increase strategies
- Staff mentoring & leadership
- Training programs
- Inter-department collaboration
Timeline
Senior Customer Experience Specialist
Faire Wholesale Inc.
01.2019 - 01.2023
Customer Service Representative
Netflix
01.2017 - 01.2019
Optician
Shopko Optical
01.2013 - 01.2017
Customer Success Manager
Swell
2024 - Current
High School Diploma -
Murray High School