Summary
Overview
Work History
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Sara Waters

Foley,AL

Summary

Results-driven customer success manager with a proven track record of driving customer satisfaction, retention, and growth. Passionate about customer success and expert in leveraging data-driven insights. Skilled in building strong client relationships, delivering ROI-focused strategies, and aligning customer objectives with organizational goals. Proficient in utilizing data-driven insights, predictive analytics, and process improvements to foster engagement and optimize revenue. Committed to empowering teams and customers to achieve outstanding outcomes through innovation and collaboration.

Overview

5
5
years of professional experience
1
1
Certification

Work History

SaaS Customer Success Manager

Govenda
08.2021 - Current
  • Managed a portfolio of 390+ enterprise clients, achieving a 95% renewal rate through personalized success plans and strategic relationship building.
  • Led a cross-functional team to implement a new customer onboarding process, reducing time-to-value by 30% and increasing customer satisfaction scores by 25% within six months.
  • Developed and executed a proactive customer engagement strategy, resulting in a 40% decrease in churn rate and a 20% increase in upsell opportunities.
  • Using customer health scores, dashboards, and predictive analytics to guide strategies
  • Identifying and pursuing growth opportunities in client accounts
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.

SaaS Customer Success Specialist

Instant Teams
11.2020 - 08.2021
  • Assisted in the rollout of a CRM integration project, streamlining customer data management and improving response times by 15%.
  • Coordinated a customer success initiative that streamlined support processes, reducing average response time by 40% and enhancing overall client satisfaction.
  • Conducted customer satisfaction surveys and analyzed feedback to identify key areas for service improvement, contributing to a 10% increase in customer retention.
  • Trained and mentored a team of junior customer success associates, improving team efficiency by 20% and fostering a culture of continuous improvement.
  • Maintained dashboards to monitor customer health scores, mitigating churn risks through preemptive actions
  • Conducted training workshops on product capabilities to ensure customer adoption and success
  • Partnered with cross-functional teams to refine operational workflows and boost retention rates
  • Building and maintaining strong relationships to ensure customer satisfaction and loyalty

Customer Success Manager

Dwight D. Eisenhower
11.2019 - 03.2021
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Organized and delivered public presentations about mediation to organizations such as community agencies and schools.
  • Expertise in resolving disputes and facilitating constructive dialogue between parties
  • Proven ability to develop and implement creative solutions to complex problems.
  • Clearly and effectively communicating findings, recommendations, and decisions to all involved parties

Skills

  • Customer Engagement
  • Data-Driven Decision-Making
  • Upsell/Cross-Sell Strategies
  • Training and Onboarding
  • Strategic communications
  • Process Improvement
  • Customer Support Operations
  • Research and due diligence
  • Strategic planning
  • Cross-functional coordination
  • Account management

Accomplishments

  • Achieved increased operational efficiency through effectively helping with data analysis and reporting
  • Achieved a 25% reduction in processing time by introducing Zendesk for Support management.
  • Supervised a team of 9 staff members, ensuring the smooth execution of daily operations

Certification

  • Customer Success Manager Certification
  • Zendesk Customer Success Fundamentals
  • Certified Customer Success Manager (CCSM)

Timeline

SaaS Customer Success Manager

Govenda
08.2021 - Current

SaaS Customer Success Specialist

Instant Teams
11.2020 - 08.2021

Customer Success Manager

Dwight D. Eisenhower
11.2019 - 03.2021

Similar Profiles

CREATE PROFILE
Sara Waters