Summary
Overview
Work History
Education
Skills
Timeline
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Therese Relucio

Brooklyn,New York

Summary

I am an experienced Customer Success Manager with a demonstrated record of success, guiding clients through every stage of their journey, from onboarding to value realization, including supporting renewals. I utilize a customer-centric mindset to prioritize client needs and build strong relationships, while ensuring alignment with internal business objectives and strategies

Overview

5
5
years of professional experience

Work History

Customer Success Manager, Engagements

Emissary.io
New York / Remote, NY
05.2019 - 02.2024
  • Champion customer growth from post-sale, through onboarding, adoption, value realization, expansion, and renewal
  • Onboarding Support: Ensure a seamless post-sale transition and address any questions or concerns
  • Drive engagement: Proactively maintain continuous customer communication, conduct regular check ins, and address any product obstacles
  • Drive adoption: Encourage and facilitate customers to utilize and integrate product into existing workflow and/or identify new workflow opportunities
  • Understand customer needs: Conduct account assessments, gather user feedback, and identify challenges that hinder adoption
  • Cross-team collaboration and communication: Communicate user pain points to internal product, sales, and other relevant teams to facilitate informed decision-making and product improvement
  • Sales support: Collaborate closely with sales teams on renewal and upsell strategies
  • Value realization: Assist and advise customers to achieve highest value from full product suite
  • Gather feedback: For product improvement, and to identify and build customer advocates
  • Measurement: Track and analyze KPIs related to customer satisfaction, engagement, retention, and overall success.
  • Reporting: Deliver monthly reports and lead QBRs
  • Program management, including continuous alignment on SLAs and expectation management
  • Manage post-sale activities, including communicating program status to relevant internal and external stakeholders
  • Evangelize product capabilities and potential within the customer’s organization
  • Pro-actively identify renewal risks and collaborate with internal teams for correction

Education

BBA - Marketing

Zicklin School of Business | Baruch College
NY, NY
05-2005

Skills

  • Customer account management
  • Relationship building
  • Strategic planning, tactical execution
  • Product demos
  • Customer Retention
  • Critical thinking
  • Communication, both written and verbal
  • Proficient in spreadsheets/slides/word document software

Timeline

Customer Success Manager, Engagements

Emissary.io
05.2019 - 02.2024

BBA - Marketing

Zicklin School of Business | Baruch College
Therese Relucio