Sarah Gibson
Nashville,Tennessee
Summary
Talented Customer Success Manager with 8 years of experience. Focuses on nurturing and maintaining positive relationships with clients, working to identify their needs, maintaining a low churn rate, and guiding clients toward successful outcomes.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager
Tourial
04.2023 - 01.2024
- Achieved 100% renewal growth in Q3 2023
- Advocated for enterprise clients needs which led to product improvements based on customer feedback
- Broaden product's impact across organizations by identifying opportunities to expand product usage into at least 2 other departments.
- Time to on-board around 4-6 weeks for 90% of new clients
- Initiated renewal discussions 120 days in advance to maintain low churn rate, emphasizing benefits of continuing partnership. Also identified renewal risk and collaborated with internal teams to remediate and ensure successful renewal.
- Drove revenue growth by identifying 30% of upsells in Q4 to ensure long-term financial success
- 30-40% of clients became Beta Testers for feedback
- 100% of Enterprise Clients received individual Success Plan
- Delivered difficult/sensitive information tactfully, Presented well-organized Success Plans/ Strategic Business Reviews, Developed trusted advisor relationship with stakeholders
Customer Success Manager
Terminus
07.2021 - 04.2023
- Built and communicated success plans for 100% of customers (key goals/objectives, define success, requirements gathering, stakeholder engagement)
- Monitor KPIs to assess customer engagement, health, and potential risks of churn.
- Collaborated with key sales members on up-sell and renewal strategy, with focus on retention.
- Provided 95% of clients with Strategic Business Reviews each quarter
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation
Customer Success Manager
IRONSCALES
06.2019 - 07.2021
- Managed over 150 clients and main CSM for North America
- Managed over 8-10 customer calls per day
- Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout customer's life
- Partnered with Sales to drive upsells and renewals for assigned customers
- Performed quarterly Strategic Business review that confirms satisfaction, resolve issues with help of Technical Support and expand IRONSCALES use throughout clients' accounts
- Developed tools, process, and best practices to ensure that customers are realizing the greatest possible value of IRONSCALES
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions
- Maintained accurate customer data in JIRA, ChurnZero and Salesforce
- Created NPS Survey sent to all IRONSCALES customers
- Exceed Quarterly KPI's
Catalyst Team Manager
Datafinch Technologies
11.2016 - 06.2019
- Supersized and coached 6 direct reports, including completion of recruiting, and hiring processes
- Recruited, hired, and trained new employees, including monitoring and review of individual performance
- Extended existing customer relationships through extensive communication
- Automated office operations, managed client correspondence and tracked records
- Reviewed Tier 1 issues and implemented corrective action plan, leading to 98% chat rating and 95% Support Email.
Catalyst Team Lead
Datafinch Technologies
12.2015 - 11.2016
- Investigated and resolved web application issues escalated from customer support and other departments with 95% success rate
- Effectively handled communications between in-house software team and clients.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels
Customer Relations Coordinator
Datafinch Technologies
11.2014 - 12.2015
- Troubleshooted and resolved web application issues escalated from customer support and other departments with 95% success rate
- Effectively handled communications between in-house software team and clients.
Education
Bachelor of Science - Community Health Services
Georgia College and State University
Milledgeville, GA05.2014
Skills
- Revenue Growth
- Client onboarding
- Customer Advocacy
- Product Knowledge
- Problem Solving
- Adaptability
- Attention to detail
- Customer retention
- Strategic planning
Timeline
Senior Customer Success Manager
Tourial
04.2023 - 01.2024
Customer Success Manager
Terminus
07.2021 - 04.2023
Customer Success Manager
IRONSCALES
06.2019 - 07.2021
Catalyst Team Manager
Datafinch Technologies
11.2016 - 06.2019
Catalyst Team Lead
Datafinch Technologies
12.2015 - 11.2016
Customer Relations Coordinator
Datafinch Technologies
11.2014 - 12.2015
Bachelor of Science - Community Health Services
Georgia College and State University
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