Susannah Cregor
Dallas,TX
Summary
Innovative Manager of Customer Success with a proven track record of driving customer success initiatives, leveraging data-driven insights, and fostering a culture of service excellence.
Overview
7
7
years of professional experience
Work History
Manager of Customer Success
BirdEye
09.2023 - Current
- Lead and scale a team of 11 CSMs ensuring they have the skills, tools, and support to thrive.
- Coach and create tailored strategies for accelerated product adoption and increased retention rates.
- Provide detailed metrics and reports on Customer Success performance and provide strategic insights to the executive team.
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
Team Lead, Commerical Customer Success
BirdEye
03.2023 - 09.2023
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Customer Success Manager
BirdEye
07.2021 - 03.2023
- Successfully managed and grew portfolio of 38 Commercial & Enterprise customers valued at $1.7 million.
- Partnered with Account Managers to build growth strategies and secure long-term renewals.
- Mentored and coached new teammates on new processes and best practices for delivering world class customer service.
- Drove product adoption by providing expert support and counsel to reveal cost savings and efficiency enhancements.
Account Executive
Peloton Interactive Inc.
08.2020 - 07.2021
- Built and strengthened relationships with new and existing clients to drive revenue growth.
- Contributed $2.6 million of new business.
- Served as product expert by providing up-to-date product information and client driven recommendations.
- Owned sales cycle from first contact to established customer sale and maintained solid customer base.
Account Manager
WeWork
09.2019 - 05.2020
- Successfully managed book of 70+ member accounts, with an emphasis on retention and growth to maintain target occupancy.
- Owned all renewal conversations and negotiations with clients at varying levels of seniority.
- Collaborated cross functionally with global partners to ensure a seamless experience for members.
- Lead team as project manager during Covid-19 crisis to facilitate communications and outcomes appropriately.
Sales Manager
White Lodging
02.2018 - 06.2019
- Effectively marketed hotel to shift business from competition by utilizing market intelligence reports, facilitating sales calls, and leading site tours.
- Arranged and coordinated sales calls with prospective clients to generate $200k in new business for hotel.
- Attended and participated in conferences and trade shows to generate new leads, network and drive business.
- Collaborated with internal cross functional teams to provide exceptional guest experience and build strong, comprehensive sales programs.
Sales Coordinator
White Lodging
11.2016 - 02.2018
Education
Bachelor of Science - Hospitality Management
University of Mississippi
Oxford, MS05.2016
Skills
- Client Service Optimization
- Salesforce CRM Experience
- Customer Retention
- Strategic Account Management
- Microsoft Applications
- Key Account Development
Timeline
Manager of Customer Success
BirdEye
09.2023 - Current
Team Lead, Commerical Customer Success
BirdEye
03.2023 - 09.2023
Customer Success Manager
BirdEye
07.2021 - 03.2023
Account Executive
Peloton Interactive Inc.
08.2020 - 07.2021
Account Manager
WeWork
09.2019 - 05.2020
Sales Manager
White Lodging
02.2018 - 06.2019
Sales Coordinator
White Lodging
11.2016 - 02.2018
Bachelor of Science - Hospitality Management
University of Mississippi
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