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Results-oriented Customer Success Manager with 7+ years of B2B technology experience across SaaS, cloud, AI, and cybersecurity industries. Proven track record of delivering ROI-driven growth, maximizing customer health scores, and retaining 95%+ of accounts through consultative onboarding, executive alignment, and proactive escalation management. Skilled in enterprise relationship building, especially with CISOs and CIOs, leading renewals, upsell expansions, and value realization strategies. Passionate about using AI-powered platforms and email security tools to create measurable customer success outcomes. Adept at navigating complex support scenarios and collaborating cross-functionally with product, sales, and engineering.

Dynamic and professional with strong background in customer service within healthcare sector. Capable of resolving complex issues with effective communication and problem-solving skills. Known for fostering team collaboration and flexibility in dynamic environments. Possesses key skills in conflict resolution, empathetic listening, and data management, consistently driving positive outcomes.

As a dedicated professional with seven years of experience in Project Management in various areas such as Customer Success, Learning & Development with functional knowledge in Oracle fusion cloud products (Drivestream) and Global Procurement (Cognizant & Freshworks). I am actively seeking a role that leverages my customer centric approach with a strong project management expertise. While making a significant contribution to the success of the organization which encourages me to Learn and Grow with a professional environment.

Strong, adaptable leader and problem-solver dedicated to improving individual and team efficiency. I have successfully built and grown relationships in a fast-paced, high-stress environment over the last 6 years. I am seeking an opportunity to use my leadership skills and relationship-first mindset to make sound decisions that positively impact customer, team, and company success.

Serena Forbes

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Senior Customer Success Manager

Customer Experience Associate

Life & Health Insurance Agent

Direct Support Professional

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B.A. - Applied Psychology

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Senior Customer Success Manager

Customer Experience Associate

Life & Health Insurance Agent

Direct Support Professional

B.A. - Applied Psychology

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