Summary
Overview
Work History
Education
Technical Skills Certifications
Timeline
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Victoria Lounsbury

Golden,CO

Summary

Personable and dedicated Customer Success Manager with a proven track record of fostering strong client relationships and driving customer satisfaction. Skilled in understanding and adapting to clients needs, providing effective solutions, and ensure successful product adoption. Exceptional communication and problem-solving abilities to deliver value and increase customer retention.

Overview

5
5
years of professional experience

Work History

Customer Success Manager II

NetApp
Denver, CO
12.2022 - Current
  • Supporting a portfolio of 40 top accounts to manage end of support of systems and increase customer retention
  • Conducted customer onboarding, health checks, QBRs, and implemented strategies to ensure customer satisfaction
  • Built out the CSM program for the NetApp Storage Lifecycle Program
  • Identified areas where current products are not meeting expectations or could be improved upon.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Demonstrated and explained product features and benefits to overcome customer objectives.

Customer Success Manager II

Immersive Labs
Boston, MA
10.2021 - 12.2022
  • Support a portfolio of 58 customers in their efforts to successfully use and operationalize the Immersive Labs platform
  • Built out an automated tech touch onboarding, adoption, and renewal program for lower revenue customers where there is no designated CSM required
  • Created automated emails through Gainsight and self service documentation to streamline onboarding process for these customers
  • Perform customer onboarding, health checks, develop materials and presentations to conduct business reviews, and proactively alert customers of any impending issues
  • Contribute to new product ideas using experience with customer's pain points
  • Run customer events to increase user engagement and discover new opportunities for account expansion
  • Work strategically with Account Manager on renewals.

Customer Success Advisor

BitSight
Boston, MA
08.2019 - 10.2021
  • Support a portfolio of customers in their efforts to successfully use and operationalize BitSight platforms and data
  • Perform customer on-boarding, health checks, business reviews, strategic planning, and issue resolution
  • Act as mentor for new hires on team
  • Collect feedback and work with Product Management to solve product issues
  • Primary point of contact for driving deployment/implementation plans over the course of 60 to 120 days to onboard a customer team
  • Act as a consultant, providing in-depth knowledge for 5 custom, large-scale third party risk programs
  • Engagement includes management of third party risk programs, collaboration with vendors, status and performance tracking and reporting, internal and vendor training.

Sales Development Representative

BitSight
Boston, MA
01.2019 - 08.2019
  • Perform an average of 60-80 cold calls daily to qualified C-level executives
  • Utilize Salesforce CRM, LinkedIn Sales Navigator, DiscoverOrg, and ZoomInfo to research accounts, identify key leads, and generate interest to stimulate opportunity
  • 95 opportunities for 3.3 million dollars in pipeline, 67k in won revenue
  • Hand off qualified opportunities to assigned sales representative, providing context and detailed information for upcoming conversation
  • Build relationships and rapport with prospects as the first line of contact
  • Part of the SDR Catalyst Team and Peer Mentor Program.

Education

Bachelor of Science - Exercise Science, Health and Wellness

High Point University
05.2013

Technical Skills Certifications

  • LinkedIn Sales Navigator
  • Salesloft
  • Salesforce
  • ZoomInfo
  • Gong
  • DiscoverOrg
  • Gainsight
  • Mixmax
  • LinkedIn Learning
  • Confluence
  • Looker
  • Highspot
  • SCRUM Master Certification
  • SCRUM Product Owner Certification
  • SuccessCOACHING CCSM Level 1 Certification

Timeline

Customer Success Manager II

NetApp
12.2022 - Current

Customer Success Manager II

Immersive Labs
10.2021 - 12.2022

Customer Success Advisor

BitSight
08.2019 - 10.2021

Sales Development Representative

BitSight
01.2019 - 08.2019

Bachelor of Science - Exercise Science, Health and Wellness

High Point University

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Victoria Lounsbury