Shar Janetschek
Raleigh,NC
Summary
Commercial customer success manager with 6+ years B2B SaaS experience driving retention, strategic upsell expansion, and operational excellence across SMB and mid-market accounts. Expert at becoming my customer's advocate to internal teams for optimized product adoption, influence product innovation, and proving to be the voice of my customers. Experienced leading C-suite level quarterly business reviews and success plans, uncovering upsell potential, and owning CS operational projects while translating technical capabilities into measurable business outcomes that fuel growth and partnership longevity.
Overview
6
6
years of professional experience
Work History
Commercial Customer Success Manager
Gem
Raleigh, NC
05.2024 - Current
- Passionate about cultivating successful customer relationships through detailed success planning, delivering measurable ROI strategies via workflow automation and data-driven insights, all while bridging customer feedback with internal teams to enhance customer rapport and encourage product updates.
- I demonstrate value and impact through executive quarterly business reviews and strategic upsell initiatives, while leading the scale-up program for VC-backed customers and startups - translating their unique recruiting challenges into actionable insights that guide tailored product enhancements for their growth-stage needs.
- Partnered directly with Pendo as their CSM, partnered directly with the CS leadership on driving impactful adoption via onsite training that increased user engagement by X within the last 60 days.
- Responsible for a book of business over 2.2M consisting of SMB and Mid-market accounts ranging across various industries from tech to financial services to life sciences.
- Drove early adoption of Gem ATS by onboarding eight customers within my first six months at the company and delivering measurable ROI through workflow automation and recruiting insights.
- Own the scale-up program for VC customers, which has lead to 95% retention QoQ.
- Conducted quarterly executive quarterly business reviews with C-suite stakeholders across 50+ accounts, resulting in [retention rate/expansion rate/specific outcome].
Senior Customer Success Manager
Adthena
Austin, TX
08.2020 - 02.2023
- I've taken on diverse roles while effectively managing a portfolio of MM & Enterprise accounts across agencies and D2C businesses.
- While building and nurturing robust relationships with paid search marketing clients, my responsibilities encompassed strategic best practice guidance, in-depth data analysis, and competitive insights.
- I excelled in delivering executive-level and quarterly business reviews with key stakeholders, identifying opportunities for renewals and upsells, by showcasing our platform's value.
- Secured proof of concept renewals with a 94+% success rate, whilst discovering upsell opportunities to hand off to the Account Management team.
- Led operational initiative to research, select, and deploy Planhat CS platform across 3 global teams in 60 days, establishing standardized playbooks and success metrics that improved team efficiency by 73%.
- In my three-year tenure, I was promoted to Team Lead, then further to Senior Customer Success Manager.
Customer Success Manager
Hitwise
Remote
07.2019 - 03.2020
- Develop impactful consumer campaigns and strategies in accordance with customer's business requirements to meet and exceed customer objectives.
- Deliver high quality client support to multiple key accounts to build strong rapport with new and existing clients.
- Ensure smooth execution of account retention plans by determining at-risk accounts.
- Oversee the onboarding and training for 20+ MM and Enterprise accounts.
- Initiate business strategy by conducting market and competitor data analysis and specifying areas of improvement for marketing and advertising purposes.
Education
Bachelor of Science - Fashion & Textiles
State University of New York
Oneonta, NY05.2016
Skills
- Strategic Account Planning
- Executive Relationship Management
- Multi-level Stakeholder Mapping
- Success Plan Valuation
- Present Quarterly Business Reviews
- Customer Relationship Building
- Data-driven Risk Forecasting
- Cross-function Collaboration
- Product Adoption Strategies
- Voice of the Customer Centricity
- ROI Strategy Development
Websites
Timeline
Commercial Customer Success Manager
Gem
05.2024 - Current
Senior Customer Success Manager
Adthena
08.2020 - 02.2023
Customer Success Manager
Hitwise
07.2019 - 03.2020
Bachelor of Science - Fashion & Textiles
State University of New York