Summary
Overview
Work History
Education
Skills
Certification
Education
Timeline
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Taylor Conyers

New York City,NY

Summary

As a seasoned Senior Customer Success Manager with over five years of dedicated experience in the realm of Customer Success, I have honed a robust skill set tailored to effectively serve clients within both mid-market and enterprise sectors. Throughout my career, I have consistently demonstrated a keen ability to adeptly navigate renewal processes and drive upselling initiatives to unprecedented heights of achievement—contributing to over $1M in expansion and renewal revenue. Central to my approach is a strong emphasis on communication, which has always been the foundation for building long-lasting client relationships and ensuring their continuous success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager, Enterprise

TALKWALKER
06.2023 - Current
  • Managing a $4.5M ARR portfolio with strategic ownership, maintaining a 95% renewal rate, and leading initiatives that resulted in an 82% increase in upsell revenue, reinforcing long-term client value and growth.
  • Secured $820K in upsell revenue during the 2024 fiscal year by leading strategic client engagements and delivering high-impact, customized solutions across a diverse, multi-industry portfolio.
  • Building and maintaining long-term relationships with C-suite executives and key stakeholders, fostering trust and ensuring strategic alignment across high-impact initiatives.
  • Directing comprehensive account health assessments by utilizing internal data sources and NPS metrics to proactively implement churn mitigation strategies and enhance overall client satisfaction.
  • Recognized with two top company performance awards, honoring excellence in customer success leadership, strategic growth execution, and consistent delivery of revenue expansion outcomes.
  • Spearheading EBRs across enterprise and mid-market clients, aligning product adoption insights with strategic goals to elevate customer outcomes, and reinforce retention and expansion opportunities.
  • Championing cross-functional collaboration and accountability by proactively aligning with internal teams and global stakeholders to resolve complex implementation challenges, strengthen delivery timelines, and ensure long-term client success—particularly during high-risk account engagements.

Customer Success Manager, Agencies

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.

Senior Customer Success Manager, Mid-Market

KINDRED LLC.
03.2020 - 06.2021
  • Owned a dynamic portfolio of small to mid-market clients, delivering tailored success plans that drove a 92% customer satisfaction rate through strategic engagement and value delivery.
  • Cultivated long-term, trust-based client partnerships by leading proactive touchpoints and consultative check-ins, resulting in a 65% increase in revenue expansion opportunities across the portfolio.
  • Delivered a 15% uplift in average contract value (ACV) and maintained an NPS of 9.8 within the SMB segment by consistently providing actionable insights and solution-focused support across $450K in average TCV.
  • Leveraged account health data and performance metrics to proactively mitigate risk, resulting in a 45% reduction in churn and meaningful increases in customer lifetime value.
  • Generated over $450K in net new revenue by identifying and executing strategic expansion initiatives tied to emerging client needs, platform enhancements, and untapped use cases.

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/Medical Social Work

Aurora University

Bachelor of Science - Developmental and Child Psychology

Liberty University

Skills

  • Account Management
  • Client Relationship Management
  • Data Analytics
  • Project Management
  • Sales Negotiation
  • Strategic Planning
  • Team Leadership
  • Stakeholder Engagement

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

eValueSelling Fundamentals

ValueSelling Associates Inc.

Education

other,other

Timeline

Senior Customer Success Manager, Enterprise

TALKWALKER
06.2023 - Current

Customer Success Manager, Agencies

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

Senior Customer Success Manager, Mid-Market

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/Medical Social Work

Aurora University

Bachelor of Science - Developmental and Child Psychology

Liberty University

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