Samantha Stohel
West Jordan,UT
Summary
Customer Success leader with a proven record of driving retention, optimizing processes, and strengthening customer relationships across SaaS, logistics, and enterprise environments. Adept at analyzing customer needs, resolving complex issues, and implementing scalable workflows that improve satisfaction and operational efficiency. Recognized for cross-functional collaboration, strong business acumen, and the ability to independently manage high-value accounts while delivering measurable results.
Customer Success leader with extensive experience managing high-value accounts, driving retention, and optimizing operational processes across SaaS and enterprise environments. Known for building strong customer relationships, resolving complex issues, and implementing scalable workflows that improve satisfaction, reduce costs, and support revenue growth. Highly collaborative, data-driven, and adept at guiding customers through onboarding, adoption, and long-term success.
Overview
12
12
years of professional experience
Work History
Customer Success Leader
Codale
Salt Lake City, UT
04.2023 - Current
- Serve as primary point of contact for customer accounts, building strong, trust-based relationships.
- Lead onboarding and training initiatives to ensure customers adopt and effectively use company products annually.
- Resolve customer inquiries with urgency and professionalism, ensuring a positive experience.
- Monitor customer engagement and satisfaction to identify upsell, cross-sell, and retention opportunities.
- Collect and analyze customer feedback to drive product and service improvements.
- Track and report on KPIs quarterly including retention, satisfaction, and account health.
Senior Customer Success Manager
Infrascale
Salt Lake City, UT
01.2020 - 04.2023
- Managed Top 50 partner accounts, overseeing support, billing, logistics, and process optimization.
- Conducted weekly strategic meetings with partners to ensure expectations were met and exceeded.
- Owned NPS/CSAT programs and developed dashboards for health scoring, retention, and process improvement.
- Designed customer feedback campaigns to measure satisfaction and guide product enhancements.
- Collaborated closely with Sales and Support to streamline onboarding and improve customer loyalty.
- Coordinated with manufacturers to ensure accurate and timely equipment shipments and returns.
- Oversaw renewal operations and led the Renewal Team to achieve revenue and retention goals.
Renewal Specialist
Infrascale
Salt Lake City, UT
11.2013 - 01.2020
- Managed outreach to partners and clients to drive recurring revenue and maintain strong relationships.
- Built and executed a renewal notification process to increase visibility of upcoming renewals and upgrade opportunities.
- Conducted quarterly business reviews to assess product fit and identify expansion opportunities.
- Collaborated with Sales, Support, Finance, and Channel teams to ensure accurate and timely contract renewals.
- Negotiated terms, encouraged extensions, and ensured accurate backlog and inventory tracking.
- Supported partners in evaluating product functionality and recommending alternative solutions when needed.
Education
Associate of Science - Criminal Justice
Eagle Gate College
Murray Utah06-2010
Skills
- Customer retention
- Customer advocacy
- Revenue growth
- Renewals
- SaaS
- Data Analytics
- KPI Reporting
- Onboarding & Training
- Time Management
- Microsoft Office Suite
- 70 WPM Typing
- Strong Organization & Multi-Tasking
- Customer relationship building and account management
- CRM software- Salesforce Microsoft Dynamics
Websites
Accomplishments
- Generated $100K+ annually through accurate documentation, renewal management, and proactive customer follow-through.
- Centralized and documented all ARR data within the CRM, creating a single source of truth that improved accuracy, streamlined reporting, and strengthened forecasting and renewal visibility across the organization.
- Implemented operational processes that produced $90K+ in annual cost savings.
- Designed a renewal workflow that increased automatic renewals by 25%.
- Improved invoicing and budgeting accuracy, preventing $150K+ in billing errors.
- Built and launched a customer feedback program that accelerated product improvements and increased consumption rates.
Timeline
Customer Success Leader
Codale
04.2023 - Current
Senior Customer Success Manager
Infrascale
01.2020 - 04.2023
Renewal Specialist
Infrascale
11.2013 - 01.2020
Associate of Science - Criminal Justice
Eagle Gate College