Summary
Overview
Work History
Education
Skills
Timeline
Generic
TAYLOR GARCIA

TAYLOR GARCIA

Astoria,NY

Summary

Dynamic Customer Success professional with four years of experience driving retention, adoption, and expansion across diverse client portfolios. Recognized as a trusted advisor to law firms and executive stakeholders, leveraging expertise in tailored success planning to guide clients toward achieving their goals. Proficient in leading renewal negotiations and fostering cross-functional collaboration to effectively tackle complex product challenges. Committed to building scalable resources, mentoring new team members, and enhancing advocacy programs that cultivate long-term client loyalty.

Overview

4
4
years of professional experience

Work History

Senior Customer Success Manager

CARET
03.2024 - Current
  • Manage strategic client relationships, including executive-level stakeholders, serving as a trusted advisor to law firms.
  • Trained and mentored 6 U.S.-based and 2 offshore employees, creating a comprehensive knowledge base and client resources.
  • Partner cross-functionally with Product, Sales, and Technical Product Management to resolve product issues, improve adoption, and drive satisfaction.
  • Negotiated multi-year renewals, resolved escalations, and influenced account expansion opportunities.
  • Played instrumental role in customer advocacy initiatives, supporting references, case studies, and marketing engagement.
  • Consistently managed retention-focused book of business while minimizing churn despite persistent product challenges.


Customer Success Manager

CARET
12.2021 - 03.2024
  • Owned book of business ranging from 6,500 high-volume accounts to 600 accounts, managing retention and adoption goals.
  • Conducted regular client workflow consultations, recommending best practices to improve efficiency and outcomes.
  • Collaborated with Chief Product Officer and VP of Client Services on escalations, product improvements, and strategic accounts.
  • Raised at-risk accounts through proactive escalation and advocacy, significantly improving client sentiment and reducing churn.
  • Drove process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Delivered over 30 client references, contributing to the closing of 8 net new deals and strengthening advocacy programs.

Partner Success Manager

Comodo Cybersecurity
02.2020 - 08.2020
  • Was promoted from Business Development Representative to
    Partner Success Manager in under six months.
  • Enhanced profitability by developing pipelines utilizing
    marketing and sales strategies.
  • Investigated and integrated new strategies to expand business
    operations and grow customer base through collaboration with
    upper management to implement continuous improvements and exceed team goals.
  • Increased sales volume by expanding product line to new
    retailers, including resellers and Managed Service Provides by
    developing relationships with network

Education

Associate of Science - Developmental Psychology

Touro College

High School Diploma - undefined

Brooklyn Technical High School
01.2015

Skills

  • Effective relationship management
  • Customer Experience
  • Customer Retention
  • Product usage optimization
  • Customer advocacy
  • Escalation Management
  • B2B SaaS
  • Salesforce
  • Pendo
  • Confluence
  • Domo
  • Zendesk
  • Jira
  • Negotiation
  • Executive Stakeholder Engagement

Timeline

Senior Customer Success Manager

CARET
03.2024 - Current

Customer Success Manager

CARET
12.2021 - 03.2024

Partner Success Manager

Comodo Cybersecurity
02.2020 - 08.2020

High School Diploma - undefined

Brooklyn Technical High School

Associate of Science - Developmental Psychology

Touro College

Similar Profiles

CREATE PROFILE