Years of professional Customer Success experience
Sergio M. Soriano
Palatine,IL
Summary
Customer Success leader with 8+ years of experience guiding Mid‑Market and Enterprise SaaS customers through the full lifecycle—from onboarding and adoption to renewal and expansion. I specialize in turning complex customer environments into clear, outcome‑driven strategies that strengthen retention and unlock growth. With a proven record of exceeding renewal targets and driving over $2.5M in expansion opportunities, I bring a blend of strategic insight, technical fluency, and authentic relationship‑building. I excel at crafting actionable success plans, leading executive‑level business reviews, and surfacing high‑impact opportunities that accelerate customer value and long‑term partnership.
Overview
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8
Work History
Senior Customer Success Manager
Jama Software
09.2022 - 08.2024
- Company Overview: Requirements Management and Traceability Solution
- Managed a set of customer accounts within the Industrial Consumer Electronics and SofTech verticals to increase adoption of the existing user groups and identifying expansion opportunities within the accounts
- Owned and managed a book of key accounts, maintaining direct relationships to ensure ongoing success and satisfaction
- Cross-functionally aligned the digital experience across email, in-app, customer portal, product feedback, etc
- For a cohesive customer experience
- Reviewed customer account health and addressed any risks for churn
- Identified and drove upsell and cross-sell opportunities (expansion)
- Networked within the customer’s organization to build and maintain relationships at all levels and focused on creating an executive-level, value-based engagement
- Awarded MVP for 2024 Fiscal Year among all Customer Success Managers
- Booked $1.19M opportunity – Second highest among Customer Success Managers for Fiscal Year 2024
- Achieved Q2 Retention of 98.7%
- Requirements Management and Traceability Solution
Customer Success Account Manager
Certified Tracking Solutions
Chicago, IL
02.2021 - 08.2022
- Company Overview: Fleet Management Tracking Solution
- Managed existing customer accounts to expand current sales offerings and enhance customer relationships; and prospect within my assigned territory to acquire new business
- Supporting multi-national accounts with 300+ customers
- Educating clients on features and functionalities within the solution
- Mentoring and training individual employees to ensure strong client relationships
- Preparing and delivering Quarterly Business Reviews, presentations for customers to guarantee objectives are met
- Collaborating with training team to develop and design best practices
- Implementing and managing new client onboarding and training
- Fleet Management Tracking Solution
Regional Account Manager
Flexera Software
Itasca, IL
06.2019 - 04.2020
- Company Overview: Software Licensing
- Managed existing customer accounts to expand current sales offerings and prospected within assigned territory to acquire new business
- Responsible for the Supplier Division’s existing mid-market accounts in northeastern territory
- Worked with Customer Success to provide Quarterly Business Reviews for existing customer base
- Acted as a trusted advisor - understanding goals and creating a plan to achieve them
- Delivered ROI for potential upsell/cross sell opportunities
- Qualified leads and prioritized opportunities
- Prospecting within region among software and hardware companies with annual revenues of $10M to $100M
- Negotiated with C-level executives and closed complex sales transactions with value of $50,000 to $250,000 during sales cycles of 6 to 12 months
- Collaborated with Solutions Engineer to present customers proposed solutions and developed ROI analysis
- Software Licensing
Account Executive
Verizon Connect
Rolling Meadows, IL
11.2017 - 03.2019
- Company Overview: Fleet Management Service
- Grow revenue from an existing account base (500 customers) within an assigned territory by building strong relationships with clients
- Protected and defended annual revenue (89.7%), account base, and subscriptions within Texas territory
- Identified customer needs while growing the business annually through add-ons (106.4%)
- Utilized technology-based CRM tools such as Salesforce and NetSuite for lead follow-up, sale cycle disposition, pipeline management, and forecasting opportunity tracking
- Grew business expertise through participation in advanced sales methods & techniques training and product capability workshops
- Conducted quarterly account reviews with customers to analyze their business needs, optimize their current investments, and familiarize them with new products and sales campaigns
- Blending attainment between retention and revenue for the year - 92.7%
- Fleet Management Service
Education
Bachelors of Arts - Business Administration
DePaul University
Chicago, IL 08.2019 - 06.2022
Skills
- Customer Success Management
- Enterprise Account Management
- Renewal Forecasting and Risk Mitigation
- Expansion and Upsell Strategy
- Technical Product Expertise
- Executive Stakeholder Management
- Customer Lifecycle Ownership
- Data-Driven Insights and Reporting
- Strategic Decision-Making
- Salesforce Expertise
- Operations Management
- Diplomatic Issue Resolution
- Account Planning
- Bi-lingual Spanish
- Data-driven decision making
- Relationship management
- Customer journey mapping
- Client onboarding
- Software implementation
- Revenue growth
- Cross-functional coordination
- Schedule management
- Training and mentoring
- Client service optimization
- Strategic communications
Timeline
Senior Customer Success Manager
Jama Software
09.2022 - 08.2024
Customer Success Account Manager
Certified Tracking Solutions
02.2021 - 08.2022
Bachelors of Arts - Business Administration
DePaul University
08.2019 - 06.2022
Regional Account Manager
Flexera Software
06.2019 - 04.2020
Account Executive
Verizon Connect
11.2017 - 03.2019