Samantha Hom
Gilbert,AZ
Summary
Customer Success professional with experience managing enterprise SaaS accounts, driving renewals and expansion, leading onboarding and strategic customer initiatives, and partnering cross-functionally to improve retention, adoption, and customer growth.
Overview
3
3
years of professional experience
Work History
Customer Success Manager - Remote, Full Time
Kryterion Inc.
11.2023 - Current
- Manage 15 client accounts, including 7 of the company’s top 10 enterprise accounts, owning the customer lifecycle from onboarding through renewal and expansion
- Increased client delivery volume and revenue by an average of 105% through data analysis, adoption strategies, forecasting, and cross-functional execution.
- Achieved 99% renewal success by developing account strategies, monitoring customer health, identifying risks, and driving expansion opportunities.
- Lead QBRs and strategic customer meetings, translating performance data and customer goals into actionable plans.
Act as the voice of the customer, partnering with Product, Development, Sales, Support, and Operations to resolve escalations and influence product improvements. - Lead onboarding and implementation while creating scalable processes, documentation, and playbooks to improve team efficiency.
- Manage technical escalations for a 100+ client support queue, coordinating internal teams to resolve issues and deliver solutions.
- Maintain the highest NPS on the CSM team for 3 years in a row.
Customer Success Manager - Remote Contractor
Seesaw Learning
05.2023 - 11.2023
- Managed 150+ school accounts, driving onboarding, adoption, retention, and customer engagement.
- Used SQL and customer data to identify usage trends and inform retention and account strategies.
- Managed renewals and expansion opportunities, contributing to $600K in Q3 renewals.
- Maintained a 90-day renewal forecast in Clari and consistently exceeded quarterly renewal targets.
Education
Bachelor of Science - Materials Science And Engineering
Arizona State University
Tempe, AZ12-2019
Minor - Sustainability Studies
Arizona State University
Tempe, AZ05-2017
Skills
- Enterprise Customer Success
- Strategic Account Management
- Renewals & Expansion
- Account & Success Planning
- Customer Health
- Onboarding & Implementation
- Executive Business Reviews
- Cross-Functional Leadership
- Product Feedback
- Data Analysis
- HTML CSS Excel Clari SaaS
Timeline
Customer Success Manager - Remote, Full Time
Kryterion Inc.
11.2023 - Current
Customer Success Manager - Remote Contractor
Seesaw Learning
05.2023 - 11.2023
Bachelor of Science - Materials Science And Engineering
Arizona State University
Minor - Sustainability Studies
Arizona State University