Tiffany Parkes
Austin
Summary
Principal Customer Success Manager with 10+ years of experience leading strategic Enterprise SaaS partnerships across Fortune 100 organizations and global accounts representing up to $7M ARR. Proven track record driving executive alignment, retention, expansion, and organizational transformation through Executive Business Reviews, Success Plans, and cross-functional leadership. Recognized as 2025 Customer Success Manager of the Year after achieving 119% of annual GRR target, generating $865K in sourced pipeline, and consistently earning expanded ownership of the company's most strategic customers.
Overview
9
9
years of professional experience
Work History
Principal Customer Success Manager
User Interviews / UserTesting
09.2024 - Current
- Managed 20 Enterprise accounts totaling $3.25M ARR, including Microsoft, AWS, ADP, and Ford, supporting technically complex UX research and AI model training programs.
- Selected as the lead Customer Success Manager for Microsoft following UserTesting's acquisition of User Interviews, expanding ownership from a $3.25M portfolio to Microsoft's combined $7M global relationship across both organizations.
- Achieved 119% of annual GRR target (average target: 80%), becoming the first CSM in company history to exceed 90% annual GRR while exceeding quarterly retention goals for four consecutive quarters.
- Generated $865K in sourced pipeline through Executive Business Reviews and strategic account planning, closing $685K ARR at a 61% win rate.
- Reduced red accounts by 85% across the portfolio through proactive Success Planning, executive engagement, and risk mitigation while leading approximately 20 Executive Business Reviews per quarter.
- Saved a $600K ARR health-tech account within three weeks by analyzing participant fulfillment data, securing CEO alignment, increasing participant fulfillment by 45%, and enabling seven successful clinical trial cohorts.
- Partnered with Customer Success leadership to define Microsoft's post-acquisition account strategy and operationalize enablement for the integrated global CSM organization.
- Built and delivered enablement on executive engagement, escalation management, and growth identification; recognized as 2025 Customer Success Manager of the Year and Customer Success Manager of the Quarter (Q1 & Q4 2025).
Senior Strategic Customer Success Manager, Global Strategic Accounts
Braze
07.2022 - 04.2024
- Led Customer Success strategy across Disney and YUM! global organizations totaling $7M+ ARR, owning the largest business units while partnering with junior Customer Success Managers supporting additional brands, markets, and business units.
- Achieved 100% retention across the Disney portfolio and 93% retention across the YUM! portfolio through executive Success Planning, Executive Business Reviews, and value realization.
- Served as executive relationship owner for Disney Streaming, Disney Experiences, ESPN, ABC Entertainment, KFC Global, Pizza Hut Global, YUM! Global, KFC US, Pizza Hut US, and Taco Bell US.
- Built Braze's inaugural Executive Business Review for YUM! by consolidating data across 52 global markets, creating an executive maturity framework that strengthened executive alignment and product adoption.
- Increased product adoption by 16% through executive workshops with Disney Streaming marketing operations leadership.
- Delivered Executive Business Reviews to executive leaders including the CMO of YUM!, CMO of KFC, VP of Marketing at Pizza Hut, and CTOs across the YUM! portfolio.
- Expanded executive engagement by securing participation from Taco Bell's CTO after building credibility across the broader YUM! organization, earning recognition from Pizza Hut leadership for delivering Braze's strongest Executive Business Review.
Senior Enterprise Customer Success Manager
Qualia
03.2021 - 06.2022
- Managed 60 Enterprise accounts totaling $2M ARR, achieving 120% NRR for three consecutive quarters (vs. 109% team average) while maintaining less than 3% churn.
- Stabilized five at-risk Enterprise customers by reconnecting executive stakeholders to original business objectives, creating outcome-based Success Plans, and leading strategic roadmap discussions.
- Drove expansion and long-term customer health through executive relationship management, value realization, and proactive risk mitigation.
Strategic Account Director
Punchh
06.2019 - 03.2020
- Increased client digital sales by 135% through executive engagement, multi-threaded account strategy, and product adoption initiatives.
- Revived two at-risk enterprise customers, securing $720K ARR by aligning executives and implementing cross-functional success plans.
- Managed five enterprise restaurant brands, driving $2.8M ARR through onboarding, adoption, retention, and strategic growth initiatives.
Senior Customer Success Manager
Catapult Systems
01.2017 - 06.2019
- Managed portfolio of 12 enterprise customers totaling $1M ARR, achieving 33% account growth through strategic account management and customer expansion.
- Collaborated with Microsoft enterprise customers to enhance adoption and customer outcomes while strengthening long-term strategic relationships.
- Developed onboarding process that cut escalations by 40% within six months.
Education
Bachelor of Arts - Journalism
University of Nevada, Reno
Skills
- Salesforce
- Planhat
- Vitally
- Gong
- SalesLoft
- Tableau
- Mode
- Claude
- ChatGPT
- MCP
- Keynote
Awards
- Customer Success Manager of the Year, 2025
- Customer Success Manager of the Quarter, Q1, 2025
- Customer Success Manager of the Quarter, Q4, 2025
Timeline
Principal Customer Success Manager
User Interviews / UserTesting
09.2024 - Current
Senior Strategic Customer Success Manager, Global Strategic Accounts
Braze
07.2022 - 04.2024
Senior Enterprise Customer Success Manager
Qualia
03.2021 - 06.2022
Strategic Account Director
Punchh
06.2019 - 03.2020
Senior Customer Success Manager
Catapult Systems
01.2017 - 06.2019
Bachelor of Arts - Journalism
University of Nevada, Reno