Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Taylor Conyers

New York City,NY

Summary

As an accomplished Senior Customer Success Manager with over five years of experience, I have developed a strong skill set focused on delivering exceptional service to clients in both mid-market and enterprise sectors. Throughout my career, I have consistently excelled in managing renewal processes and driving upselling initiatives, achieving significant business growth. My approach is grounded in effective communication, fostering long-lasting client relationships and ensuring sustained success and satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

TALKWALKER
06.2023 - Current
  • Managing a substantial $4.5M ARR book of business, consistently achieving a 95% renewal rate, and spearheading an 82% increase in upsell revenue.
  • Utilizing internal databases to conduct thorough account health assessments, implementing data-driven strategies to minimize churn and drive a 75% enhancement in overall efficiency and client satisfaction.
  • Closed $730K in new revenue across a diverse portfolio by leveraging strategic client engagements and tailored solutions, significantly driving overall business growth.
  • Earned two prestigious company awards recognizing outstanding performance in customer success, strategic account management, and revenue growth.
  • Delivering comprehensive social listening data dashboards and real-time KPI analyses, empowering clients to optimize their marketing strategies, and significantly enhance engagement metrics.
  • Conducting and leading regular EBRs across a diverse portfolio, meticulously evaluating product utilization and user engagement to align solutions with clients’ business objectives.

Customer Success Manager

EMARKETER
09.2022 - 06.2023
  • Awarded Customer Success Manager of the Quarter in Q1 2023, due to increased engagement threefold by 12%, from 6% at the start of Q1 2023 to 18% by the end of Q1 2023, expansion to international clientele and senior stakeholders, and maintaining a 100% renewal rate and 120% recap rate.
  • Employed KPI metrics to proactively identify growth opportunities and assess the risk of churn through comprehensive account mapping, developing customized strategies for over 50 agencies with a combined TCV of $3.4 million.
  • Initiated and facilitated user engagement by disseminating value-adding content, conducting informative demos, and organizing regular cadence meetings, resulting in a 30% increase in active user participation and a 40% improvement in user retention rates.
  • Created and presented compelling value proposition pitches to prospective leads, leading to a 65% increase in sales conversion rates.
  • Collaborated cross-functionally with Sales, Product, and Marketing teams to identify and capitalize on expanding customer utilization of the product, fostering alignment between departments.

Enterprise Customer Success Specialist

XSELL TECHNOLOGIES
04.2022 - 08.2022
  • Oversaw and managed a diverse portfolio of over 25 enterprise-level clients, ensuring high levels of customer satisfaction and success by maintaining an average client satisfaction score of 95%.
  • Designed and executed an innovative process for supervisor reporting company-wide, which reduced reporting time by 30%, enhancing operational efficiency, and enabling real-time, data-driven decision-making.
  • Strategically engaged with clients to drive adoption and enhance engagement levels, leading to a substantial 30% increase in product usage and customer interaction.
  • Traveled extensively to conduct on-site client check-ins and facilitate product launches, prioritizing proactive engagement and fostering enduring client relationships.
  • Directed in-depth business reviews for premium-tier customers, leveraging advanced data analytics to assess customer acquisition costs and user engagement strategies—aligning insights with business goals to drive growth and retention.

Ecommerce Operations Manager

XSELL TECHNOLOGIES
11.2021 - 04.2022
  • Led the development of critical resources and standard operating procedures for my team, achieving a notable 47% decrease in agent error rates through effective process optimization.
  • Conducted daily strategic meetings with my team members to foster continuous improvement, establish and monitor performance objectives, and execute thorough performance evaluations, enhancing overall team efficiency and goal attainment.
  • Drove a significant 35% increase in sales conversions for e-commerce clients, augmented AOV by $7,000 monthly, and achieved a 42% reduction in bounce rates through targeted user engagement strategies and campaign optimizations.
  • Maintained regular engagement with senior stakeholders, providing detailed performance and sales reports to enhance transparency, and ensure alignment with overarching organizational goals.

Customer Engagement Specialist

XSELL TECHNOLOGIES
06.2021 - 11.2021
  • Conducted in-depth monthly audits of account performance, delivering precise insights that informed strategic enhancements to customer success initiatives.
  • Collaborated closely with Marketing Operations to analyze existing customer base data, identifying key trends and engagement opportunities that optimized lead generation strategies, contributing to a 15% increase in qualified leads for the sales team.
  • Transformed complex data sets into comprehensible, actionable insights, equipping C-suite executives with the critical information needed to guide strategic decisions for each Customer Success account, enhancing the alignment between customer needs and business objectives.
  • Maintained a 98% data reporting accuracy rate, providing a reliable foundation for C-suite decision-making, and strengthening the company’s strategic planning and execution.

Customer Success Manager

KINDRED LLC.
03.2020 - 06.2021
  • Managed a diverse portfolio of small to mid-market accounts, developing and executing tailored customer success strategies that aligned with client business objectives, driving a 92% customer satisfaction rate.
  • Cultivated long-term client relationships through proactive engagement, transparent communication, and a consultative approach, leading to a 30% increase in upsell opportunities.
  • Led initiatives that drove a 15% increase in ACV and achieved an NPS of 9.8 within the SMB segment, managing an average TCV of $450K.
  • Leveraged data analytics and key performance indicators to monitor account health, identify areas for improvement, and implement targeted solutions, resulting in a 25% reduction in churn, and a measurable increase in customer lifetime value.
  • Spearheaded the development of internal resources for the growing customer success team, introducing cross-functional collaboration workshops, and optimized onboarding processes, enhancing overall team efficiency and effectiveness.

Team Lead, Customer Success

SMALLCAKES INC.
06.2018 - 03.2020
  • Effectively led a team of 10 Customer Success Managers and Associates, providing strategic direction, personalized mentorship, and consistent support to ensure exceptional customer experiences and the achievement of organizational goals.
  • Conducted thorough gap analyses to identify growth opportunities, resulting in an 82% customer retention rate and demonstrating a proactive approach to enhancing client satisfaction and loyalty.
  • Fostered a collaborative environment focused on continuous improvement, where team members supported one another’s success, driving a 15% increase in customer retention and a 20% growth in upsell opportunities.
  • Partnered with Managing Directors and Customer Success Managers to conduct detailed account reviews, identifying actionable opportunities to enhance customer value and drive mutual success.
  • Led and participated in critical discussions during weekly, monthly, and quarterly business reviews with cross-functional teams, providing valuable insights into risk assessment, opportunity identification, and progress tracking along the Customer Success roadmap.

Customer Success Associate

SMALLCAKES INC.
04.2017 - 06.2018
  • Collaborated closely with Customer Success Managers to develop comprehensive quarterly business reviews, utilizing independent reporting and forecasting methodologies to deliver detailed recommendations for improving client outcomes, and driving business growth.
  • Documented key insights and action items from both internal and client meetings, ensuring clear follow-up procedures with Customer Success Managers to facilitate prompt resolution and decision-making, thereby optimizing client engagement and satisfaction.
  • Led the optimization of workflow processes by gathering essential background information and resources, including data management in Salesforce, to accurately log account details and internal case information.
  • Proactively coordinated and participated in client renewal discussions, providing valuable insights and support during proposal negotiations to ensure successful outcomes.

Customer Service Representative

SMALLCAKES INC.
04.2015 - 04.2017
  • Managed a high volume of over 60 daily calls, efficiently handling tasks including new customer sign-ups, order deliveries, product inventory management, and promptly addressing service inquiries, and order cancellations.
  • Proactively engaged with customers to provide detailed information on special pricing opportunities and the full range of services, delivering a personalized and informative customer experience.
  • Oversaw the end-to-end order process, including purchase order creation, invoice generation and distribution, and tracking information provision, while collaborating with the team to ensure timely and accurate order deliveries.
  • Coordinated closely with internal teams to streamline order fulfillment processes, ensuring consistent delivery of high-quality service, and customer satisfaction.

Education

Associate of Applied Science - Clinical Social Work

Aurora University

Bachelor of Science - Developmental Psychology

Liberty University

Skills

  • Account Management
  • Client Relationship Management
  • Communication ( Written & Verbal)
  • Data Analytics
  • Project Management
  • Sales Negotiation
  • Strategic Planning
  • Team Leadership

Certification

Certified Customer Success Management (CCSM)

SuccessCoaching

Certified Customer Success Management Professional (CCSMP)

Practical CSM

Certified Customer Success Management Professional (CCSMP)

Linkedin

Business Analysis Foundations

International Institute of Business Analysis (IIBA)

Data Analytics for Business Professionals

The National Association of State Boards of Accountancy

Timeline

Senior Customer Success Manager

TALKWALKER
06.2023 - Current

Customer Success Manager

EMARKETER
09.2022 - 06.2023

Enterprise Customer Success Specialist

XSELL TECHNOLOGIES
04.2022 - 08.2022

Ecommerce Operations Manager

XSELL TECHNOLOGIES
11.2021 - 04.2022

Customer Engagement Specialist

XSELL TECHNOLOGIES
06.2021 - 11.2021

Customer Success Manager

KINDRED LLC.
03.2020 - 06.2021

Team Lead, Customer Success

SMALLCAKES INC.
06.2018 - 03.2020

Customer Success Associate

SMALLCAKES INC.
04.2017 - 06.2018

Customer Service Representative

SMALLCAKES INC.
04.2015 - 04.2017

Associate of Applied Science - Clinical Social Work

Aurora University

Bachelor of Science - Developmental Psychology

Liberty University

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Taylor Conyers