Sandra L. Fife
Tampa,Florida
Summary
Customer success manager focused on efficient task completion and dependable execution. Builds customer relationships, applies retention strategies, and resolves product and service issues. Uses clear communication and empathy to improve satisfaction and strengthen loyalty.
Overview
20
20
years of professional experience
Work History
Customer Success Manager, Digital
Unite Us
New York, NY
07.2026 - Current
- Build and improve digital workflows and onboarding models using Salesforce automation, segmentation, and targeted cadences to boost efficiency, engagement, and customer value at scale.
- Managed high-volume tech-touch portfolio using scalable one-to-many engagement strategies to enhance platform adoption and drive customer growth across diverse segments.
- Monitored GRR and CSQL performance, forecast pipeline health, and collaborated with cross-functional teams to streamline customer journey.
- Advised customers on platform use, identified expansion opportunities, and developed new approaches to boost user adoption.
Senior Customer Success Manager
Contexture
Phoenix, Arizona
06.2019 - 07.2026
- Directed a large-scale, tech-touch portfolio of enterprise healthcare accounts, overseeing revenue-impacting activities and leveraging automated digital enhancement strategies to elevate product adoption by 20%, improve care coordination, and advance scalable process development.
- Conducted executive-level QBRs and monthly business reviews with multi-state healthcare organizations to surface 30% upsell opportunities, solidify renewal outcomes, and contribute to accurate revenue forecasting.
- Enhanced renewal outcomes by 10% YoY through early risk identification and targeted workflow guidance, ensuring long-term value through scalable engagement strategies.
- Developed strategic success plans that leveraged survey-based customer insights and data-driven recommendations to increase retention by 20% and strengthen partnerships.
- Led onboarding and workflow implementation for 130+ enterprise and healthcare clients, achieving a 95% on-time project completion rate.
- Guided CBOs and healthcare partners on Contexture's statewide Unite Us platform rollout, enhancing referral workflow navigation and reinforcing coordination across healthcare and community organizations.
Manager, Customer Success
Resman
Plano, Texas
01.2016 - 11.2018
- Orchestrated onboarding and adoption for 75+ customers of ResMan's property-management SaaS, identifying upsell opportunities and tracking customer health to enhance engagement.
- Led executive-level QBRs that reinforced ROI, strengthened strategic relationships, and aligned cross-functional teams, contributing to a 25% improvement in client retention.
- Directed SaaS implementations that enhanced early adoption by 25% and ensured seamless onboarding, utilization, renewal, and expansion outcomes for enterprise clients through structured implementation workflows.
- Developed onboarding programs and training sessions for Customer Success and Implementation teams, establishing five best practices that improved ramp time by 30% and enhanced team readiness.
- Analyzed financial and operational workflows, crafting user stories and acceptance criteria that aligned with client needs, increasing feature adoption by 20%.
National Account Director
Sperlonga Data & Analytics
Coppell, Texas
05.2012 - 10.2013
- Managed 15 national accounts at SaaS startup, aligning client goals with platform capabilities to drive a 25% increase in retention.
- Partnered with financial clients to implement account-resolution workflows and enhance data accuracy, resulting in a 20% increase in recovery rates through tailored SaaS solutions.
Manager, Client Relationships
DLC
Dallas, Texas
04.2007 - 04.2012
- Ranked #1 of 10 relationship managers for revenue performance generating $1.8M in new business while launching the Dallas market and managing a team of five territory sales associates.
- Facilitated quarterly business reviews for Fortune 1000 accounts, managing client expectations and resolving issues within 24 hours, implementing strategies that reduced risk factors by 25%.
- Streamlined onboarding and feedback processes through targeted training initiatives, enhancing client retention rates by 5%.
Education
Bachelor of Science - Business & Education
Bowling Green State University
Bowling Green, OhioSkills
- Automated client engagement
- Customer journey mapping
- Data-driven retention strategies
- Healthcare relationship management
- Performance optimization
- Process improvement
- Onboarding frameworks
- Workflow coordination
- Integrated CRM solutions
- Enhanced reporting efficiency
- Program engagement support
- Tools and technologies, AI
Timeline
Customer Success Manager, Digital
Unite Us
07.2026 - Current
Senior Customer Success Manager
Contexture
06.2019 - 07.2026
Manager, Customer Success
Resman
01.2016 - 11.2018
National Account Director
Sperlonga Data & Analytics
05.2012 - 10.2013
Manager, Client Relationships
DLC
04.2007 - 04.2012
Bachelor of Science - Business & Education
Bowling Green State University