Open To Work
SHELLY ROSEMIN
Katy,TX
Work Preference
Summary
Results-driven Customer Success Manager with expertise in enhancing customer retention and driving portfolio growth in B2B SaaS. Experienced in managing customer relationships, coordinating cross-functional teams, and facilitating product adoption. Proven skills in strategic planning, problem-solving, and project management have consistently improved customer satisfaction and business value.
Overview
1
1
Certification
10
10
years of professional experience
Work History
National Enterprise Customer Success Manager
Fourth Enterprises
Austin, TX
03.2022 - 02.2026
- Cultivated C-level relationships to align product capabilities with corporate performance goals and long-term strategy through value-based discussions.
- Negotiated contract renewals and identified upsell and cross-sell opportunities to drive net dollar retention and portfolio growth.
- Monitored customer KPIs and developed strategic success plans with cross-functional teams to proactively mitigate churn risk.
- Led executive business reviews and monitored success metrics with Dev/Ops and Support teams to quantify value and ensure product adoption across enterprise accounts.
- Cultivated customer champions and long-term advocacy through post-sales engagement and strategic alignment with professional services functions.
- Designed and implemented scaled customer programs that improved onboarding efficiency and standardized playbooks for enterprise customer journey.
Enterprise Customer Success Manager
HighRadius Corporation
Houston, TX
01.2018 - 03.2022
- Partnered with Sales to oversee post-sale relationships, securing renewals and driving expansion revenue through proactive account management.
- Established success criteria and conducted recurring business reviews to validate solution value and drive expansion within high-touch strategic accounts.
- Analyzed customer health data to identify termination risks, implementing success plans that stabilized retention across a diverse portfolio.
- Managed complex implementation projects and success plans, aligning deliverables with customer timelines and meeting technical requirements.
- Executed strategic initiatives for large portfolio of enterprise clients, enhancing resource allocation and responsiveness in demanding environment.
- Developed data-driven playbooks for the CS team to streamline account health monitoring and improve gross retention across the region.
CTRM/ ETRM Business Analyst / Application Support Analyst
Aspect Enterprise Solutions
Houston, TX
02.2016 - 10.2017
- Mapped complex business requirements to product functionalities, enhancing system usage and driving high user adoption for enterprise clients.
- Analyzed existing business systems and applications to identify gaps and opportunities for technical process improvement.
- Validated technical and functional requirements, ensuring successful deployment and alignment with customer workflows.
- Collaborated with product teams to translate customer feedback into technical feature enhancements, addressing critical enterprise-level workflow gaps.
- Led end-user training sessions to drive product proficiency, enabling customers to customize accounts and extract critical business data.
Education
A+ Essentials and A+ Technician -
ITCAP/ Pima Community College
TexasBusiness Administration - IS
University of Phoenix
TexasComputer Science -
Wichita State University
KansasGeneral Course Studies -
Holy Name Convent Girls Secondary School
Trinidad W. ISkills
- Customer success management
- Customer lifecycle optimization
- Retention strategies
- Churn reduction
- Onboarding
- Renewal strategy development
- Customer success frameworks
- Business reviews
- Customer data analysis
- Customer insights analysis
- Salesforce and CRM expertise
- Gainsight proficiency
- Integration management
- B2B growth strategies
- Process improvement
- Stakeholder engagement
- Customer retention tactics
Certification
- Introduction to Six Sigma (Level I /Green Belt)
- Skillsoft
- A+ Certification
Languages
English
Native/ Bilingual
Timeline
National Enterprise Customer Success Manager
Fourth Enterprises
03.2022 - 02.2026
Enterprise Customer Success Manager
HighRadius Corporation
01.2018 - 03.2022
CTRM/ ETRM Business Analyst / Application Support Analyst
Aspect Enterprise Solutions
02.2016 - 10.2017
A+ Essentials and A+ Technician -
ITCAP/ Pima Community College
Business Administration - IS
University of Phoenix
Computer Science -
Wichita State University
General Course Studies -
Holy Name Convent Girls Secondary School