Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Ty Plair

Summary

Results-oriented Customer Success Manager with over 20 years of experience fostering client satisfaction and driving business growth.

Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

SANS Institute
10.2024 - Current
  • Support a portfolio of enterprise accounts by fostering long-term relationships, deepening customer engagement, and helping clients achieve their training goals.
  • Collaborated with customer administrators to build effective cybersecurity awareness initiatives, customizing program structure and content to meet unique risk levels, regulatory needs, and employee engagement styles.
  • Partner with customers to align on business initiatives, onboarding strategies, and training metrics to ensure ongoing success and satisfaction.
  • Lead regular check-ins and cybersecurity awareness reviews with customer stakeholders to review performance, gather feedback, and surface opportunities for growth.
  • Translate customer needs into actionable insights by leveraging SANS Hosted Platforms to track engagement, identify trends, and drive strategic recommendations.
  • Act as a liaison between customers and internal SANS teams, sharing insights and feedback to improve offerings and elevate the customer experience.

Customer Success Manager

WalkMe
07.2022 - 04.2024
  • Managed $2.7M ARR portfolio with 93%+ renewal rates, driving customer success through strategic guidance and data-driven insights.
  • Achieved WalkMe Builder Certification I & II.
  • Orchestrated seamless customer journeys from onboarding to support, liaising with multiple teams.
  • Cultivated strong enterprise relationships, leveraging WalkMe Builder Certification to deliver tailored solutions and drive long-term success.
  • Conducted in-depth quarterly reviews, analyzing usage trends to identify improvement areas and enhance customer satisfaction.
  • Identified strategic expansion opportunities within accounts and worked closely with WalkMe Sales Executives to close these opportunities.
  • Proactively monitored customer health, transforming potential risks into upselling and cross-selling wins.

Senior Client Success Manager

SANS Institute
07.2021 - 07.2022
  • Drove client retention through strategic consulting, achieving over 90% renewal rate and managing a $1M book of business.
  • Led weekly webinars to empower clients with platform knowledge and best practices.
  • Developed streamlined onboarding processes to improve client ramp-up and internal efficiency.
  • Analyzed security awareness program data for CISOs to boost compliance and minimize risk.
  • Collaborated cross-functionally to refine course offerings and improve client satisfaction.

Client Success Manager

SANS Institute
04.2018 - 07.2021
  • Enhanced client satisfaction through metrics-based consultations on course delivery.
  • Built awareness programs for administrators to support proactive risk reduction.
  • Provided course metrics best practices to increase retention and satisfaction.
  • Served as a key escalation point, ensuring timely resolution of customer issues.

Education

Bachelor of Science - Business Management

Fisher College
Boston, MA

Skills

  • Customer advocacy
  • CRM software
  • Strategic planning
  • Inter-department collaboration
  • Customer onboarding
  • Problem resolution
  • Relationship Management
  • Contract Renewal Strategies
  • Client Needs Analysis
  • Customer retention

Timeline

Customer Success Manager

SANS Institute
10.2024 - Current

Customer Success Manager

WalkMe
07.2022 - 04.2024

Senior Client Success Manager

SANS Institute
07.2021 - 07.2022

Client Success Manager

SANS Institute
04.2018 - 07.2021

Bachelor of Science - Business Management

Fisher College

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