TIFFANI MARSHALL
Nashville
Summary
Senior Customer Success Leader with 15+ years of experience managing enterprise portfolios up to $39M ARR, driving adoption, retention, and expansion across SaaS and mission-critical platforms. Trusted advisor to C-suite and senior IT leaders, delivering measurable business outcomes through KPI-driven success planning, executive business reviews, and cross-functional collaboration. Expertise spanning cybersecurity, DevOps, AIOps, infrastructure, and service provider-delivered solutions, with a passion for building scalable customer programs and championing transformation initiatives.
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
31
31
years of professional experience
Work History
Principal Customer Success Manager
Broadcom Inc.
Nashville
2018.11 - 2025.10
- Managed a $39M annual recurring revenue portfolio across five strategic enterprise accounts, owning renewals, expansion strategy, risk mitigation, and long-term account growth.
- Served as trusted advisor to executive stakeholders across IT, security, operations, and product leadership, aligning technology investments to business priorities and transformation goals.
- Led structured customer engagement cadences and executive business reviews (QBRs/EBRs) focused on adoption metrics, KPIs, operational risk, and value realization.
- Developed and executed mutual success plans driving increased utilization across Broadcom’s cybersecurity, DevOps, AIOps, mainframe, and payment security platforms.
- Collaborated cross-functionally with Sales, Product, Engineering, and Support to remove technical blockers, resolve escalations, influence roadmap priorities, and accelerate customer outcomes.
- Partnered directly with Service Providers to enable platform adoption, workflow optimization, and scalable delivery of managed solutions to mutual enterprise customers.
- Aligned training, customer education, and support initiatives to improve platform utilization, satisfaction scores, and overall customer health.
- Served as voice of the customer, synthesizing feedback and business insights to guide internal program improvements and product enhancements.
Senior Customer Success Manager
CA Technologies
Franklin
2007.08 - 2018.11
- Managed large-scale enterprise SaaS portfolios with responsibility for adoption, renewals, retention, and account satisfaction across complex customer environments.
- Delivered ongoing executive business reviews to align technology roadmaps with customer objectives and drive sustained ROI realization.
- Partnered with internal sales, engineering, and support teams to resolve escalations and implement best-practice success processes.
- Supported onboarding and technology expansion initiatives that improved retention, platform utilization, and customer advocacy.
Associate Business Manager
CA Technologies
2005.04 - 2007.08
- Supported strategic account operations, executive reporting, commercial processes, and stakeholder communications across enterprise accounts.
- Recognized as Associate Business Manager of the Year (March 2007) for performance excellence and leadership contribution.
Support Availability Manager
CA Technologies
2000.04 - 2005.04
- Led service delivery and support availability management for enterprise customer portfolios, ensuring SLA compliance and program continuity.
Customer Service Representative
CA Technologies
1994.05 - 2000.04
- Delivered front-line customer account support, issue resolution, and service coordination for large business accounts.
Education
Bachelor of Arts - Psychology
College of St. Scholastica
Duluth, MNSkills
- Customer Success Strategy
- Enterprise Account Management
- Renewal & Expansion Strategy
- Executive Business Reviews (QBR/EBR)
- Portfolio Health & Risk Management
- KPI & Value Measurement
- Adoption & Change Management
- Cross-Functional Leadership
- SaaS & Cloud Platforms
- Operational Excellence
- Service Provider Enablement
- Strategic Communication
Timeline
Principal Customer Success Manager
Broadcom Inc.
2018.11 - 2025.10
Senior Customer Success Manager
CA Technologies
2007.08 - 2018.11
Associate Business Manager
CA Technologies
2005.04 - 2007.08
Support Availability Manager
CA Technologies
2000.04 - 2005.04
Customer Service Representative
CA Technologies
1994.05 - 2000.04
Bachelor of Arts - Psychology
College of St. Scholastica