Stephanie Jeffries
Dallas
Summary
Senior Customer Success Leader with over 10 years of experience in B2B SaaS and technology sectors. Specializes in driving customer retention and expansion through strategic account management and executive partnerships. Proven track record in renewals, onboarding, and customer health management, leveraging tools like Salesforce and Zendesk to enhance outcomes. Recognized for developing scalable success programs and leading teams to deliver outstanding customer experiences in dynamic environments.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Sagetap
Dallas
08.2025 - 12.2025
- Cultivated executive-level relationships within $1M+ ARR portfolio, increased net revenue retention through proactive engagement and renewals.
- Led renewal and expansion efforts, identifying cross-sell and upsell opportunities aligned with vendor GTM strategies.
- Executed high-impact onboarding and training sessions, accelerating adoption and reducing time-to-value by 35%.
- Performed strategic business reviews analyzing goals, usage trends, and ROI, enhancing customer satisfaction and retention.
- Monitored customer health metrics and risk signals, decreasing at-risk accounts by 40%.
- Facilitated personalized communications and managed escalations, efficiently resolving urgent customer issues.
- Collaborated across Sales, Product, Marketing, Growth, and Engineering to relay customer insights and influence feature adoption.
- Developed customer success best practices, mentored junior CSMs, and created scalable playbooks in a high-growth startup.
Senior Client Success Specialist
Indeed
03.2022 - 08.2025
- Served as strategic partner to enterprise clients, optimizing hiring solutions and ensuring long-term satisfaction with product suite.
- Onboarded and managed portfolio of high-value accounts, improving client engagement through tailored strategies and performance reviews.
- Analyzed hiring metrics and industry trends to deliver actionable insights, increasing job ad ROI for key accounts.
- Led cross-functional collaboration with sales and product teams to address client needs and resolve complex issues.
- Presented campaign results and strategy recommendations to executive stakeholders, enhancing client trust in product adoption.
- Achieved account growth while maintaining client satisfaction score of five through proactive support and data-driven consultation.
Customer Success Manager
NoiseAware
REMOTE
10.2020 - 03.2022
- Led technical onboarding and device integration for clients, reducing setup time by 30% and improving time-to-value metrics.
- Provided proactive and reactive support to resolve product, connectivity, and data integration issues, contributing to a 95%+ CSAT and significant churn reduction.
- Acted as a strategic advisor, analyzing customer usage trends to deliver tailored recommendations and upsell opportunities, increasing account expansion by 20%.
- Collaborated with Sales, Product, and Engineering teams to escalate feedback, influence roadmap priorities, and advocate for customer-centric improvements.
- Mentored new hires and peer CSMs by leading training sessions on product knowledge, troubleshooting workflows, and customer communication strategies.
- Built success playbooks, lifecycle communication strategies, and internal documentation to support a scalable customer success framework. Enhanced customer onboarding processes, achieving measurable improvements in client satisfaction and reducing setup times.
Customer Success Advocate
Bill.com
PALO ALTO
11.2018 - 08.2020
- Managed a portfolio of SMB and mid-market clients, guiding them through onboarding, product adoption, and lifecycle engagement to ensure long-term success.
- Delivered personalized support and training, reducing customer ramp-up time and increasing platform utilization by 30%.
- Resolved complex technical and account-related issues with speed and accuracy, maintaining a CSAT score of 95%+.
- Collaborated cross-functionally with Sales, Product, and Engineering to communicate customer feedback and drive feature improvements.
- Developed and implemented proactive success strategies to reduce churn, increase renewals, and identify upsell opportunities.
- Documented customer interactions using Salesforce and Zendesk, ensuring accurate records and continuity in support.
Onboarding Specialist / Sales Support Specialist
Ooma
NEWARK
11.2016 - 11.2018
- Developed and executed targeted marketing campaigns to drive brand awareness and customer engagement, contributing to a measurable increase in qualified leads.
- Led onboarding and installation of Ooma's VoIP systems, reducing time-to-activation by 25% and enhancing the customer experience.
- Provided technical support for setup and connectivity issues, decreasing support ticket volume by 20% through proactive troubleshooting.
- Trained new hires in product knowledge, customer support techniques, and technical workflows to ensure consistent onboarding delivery.
- Supported hiring and onboarding of new sales team members by coordinating training, business marketing materials, and helping establish role-specific workflows.
Education
Associate of Arts - Business Administration
Ohlone College
FREMONT, CA01-2022
High School Diploma -
American High School
FREMONT, CA01.2007
Skills
- Customer relationship management
- Account retention
- Data analysis
- Functional collaboration
- Strategic planning
- Training and mentoring
- Customer journey mapping
- Account management
- Cross-functional coordination
- Revenue growth
- Stakeholder management
- Performance tracking and evaluation
Timeline
Customer Success Manager
Sagetap
08.2025 - 12.2025
Senior Client Success Specialist
Indeed
03.2022 - 08.2025
Customer Success Manager
NoiseAware
10.2020 - 03.2022
Customer Success Advocate
Bill.com
11.2018 - 08.2020
Onboarding Specialist / Sales Support Specialist
Ooma
11.2016 - 11.2018
Associate of Arts - Business Administration
Ohlone College
High School Diploma -
American High School