WHITNEY R. SMITH
Salt Lake City,UT
Summary
With over 10 years of experience in customer-facing roles, I am a seasoned professional with a strong background in SaaS and FinTech. Expertise lies in Customer Success Management (CSM), consistently driving client satisfaction and retention. Excel in managing relationships, understanding client needs, and collaborating cross-functionally to deliver tailored solutions. Experience spans diverse industries with a proven track record of enhancing customer experiences, optimizing product adoption, and driving business growth. I also bring hands-on experience with enterprise-level AI, leveraging automation to streamline workflows, increase efficiency, and scale project execution across teams and clients.
Overview
15
15
years of professional experience
Work History
Sr. Customer Success Manager
Whistic
05.2023 - Current
- Responsible for managing approximately 50 customers as the primary post-sales contact
- Successfully expanded more than 80% of accounts during contract renewal in 2024
- Product and technical expert responsible for demo-ing new features within the platform
- Conduct Executive Business Reviews to discuss key metrics and discuss strategic initiatives
- Work cross-functionally with with Product, Engineering, Support and Sales
Customer Success Manager
ReliaQuest
05.2022 - 05.2023
- Manage a small, high-touch book of enterprise customers totaling $4.5 MIL ARR
- Prepare and facilitate in-depth presentations for C-level executives, including metrics emphasizing ROI and marketplace comparisons
- Establish quarterly targets and understand create success plans with each client
- Drive cross-functional engagement to ensure wholistic approach to client relationships
- Partner with the world's biggest brands to assist and oversee all cybersecurity aspects within each business
Client Strategy Consultant
MX
03.2020 - 05.2022
- Oversee a book of business totaling $7MIL in annual revenue
- Partners include a Fortune 50 company, innovative tech companies, and well-known financial tech/FinTech companies
- Manage the post-sales customer lifecycle
- Align with clients on their business objectives and work together to create a plan to meet objectives
- Actively consult and influence data strategy and go-to-market readiness
- Work with Marketing to create case studies and client stories
- Partner with Sales and Solutions Consultants to demo and cross-sell/upsell additional MX products to clients
- Work closely with engineering and product teams to suggest enhancements to current products
Account Manager
Nav
07.2018 - 03.2020
- Responsible for all lending partners within Nav's marketplace
- This included frequent collaboration internally and externally with Product, Finance, Engineering, Marketing, and Compliance teams
- Loan revenue increased by 40% from 2018 to 2019
- Responsible for the launch of Nav's Consumer loan platform, including extensive coordination internally and externally for the Go-to-Market Strategy
- Worked closely with frontend and backend engineers during sprint planning to prioritize enhancements to the loan marketplace
Strategic Partnership Manager
First Electronic Bank
06.2017 - 07.2018
- Company Overview: Partnerships consistently had the strongest CMS (Compliance Management System) Risk Assessments among all Bank partnerships
- Worked with Strategic Partners to enhance and provide robust monthly reporting metrics for all aspects of business
- Responsible for the overall risk management of assigned Strategic Partner Programs while also maintaining a balanced approach to client relationship and retention management
- Part of lead team responsible for onboarding new partner that was recognized as one of the top emerging tech companies for 2018
- Partnerships consistently had the strongest CMS (Compliance Management System) Risk Assessments among all Bank partnerships
Strategic Partner Program Manager
WebBank
05.2015 - 06.2017
- Acted as the primary contact for Strategic Partner Programs – Yamaha Motor Finance US and CarePayment
- Assisted in the wind down of T-Mobile relationship
- Regularly draft memos related to credit policy changes and site visit reports
- Responsible for presenting to Bank executive team and chairman of the WebBank Board
- Responsible for oversight of YMFUS' servicing vendor, Total Card Inc
Card Risk Advisor
Silicon Valley Bank
06.2010 - 05.2015
- Multiple roles: Card Risk/Merchant Operations/Card operations
- Card Risk: Worked closely with Risk Management, Card Management and third-party service providers to review accounts to identify fraud/risk management strategies to enhance client experience
- Merchant Operations: Provided daily assistance and operational support to internal and external customers
- Card Operations Advisor: Wrote and developed procedures in the Business Credit Card department and responsible for training call center representatives from the in sourcing of our call center vendor
Education
Bachelor of Arts -
Northern Arizona University
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IFALPS Institute of the French Alps
Skills
- Customer advocacy
- Account growth
- Software implementation
- Salesforce proficiency
- Relationship management
- Customer retention
- Data-driven decision making
- AI Solutions
Passions
People/Tech. Looking for a dynamic, mission-driven environment that will utilize my extensive background in relationship management and is obsessive about providing best-in-class products.
Timeline
Sr. Customer Success Manager
Whistic
05.2023 - Current
Customer Success Manager
ReliaQuest
05.2022 - 05.2023
Client Strategy Consultant
MX
03.2020 - 05.2022
Account Manager
Nav
07.2018 - 03.2020
Strategic Partnership Manager
First Electronic Bank
06.2017 - 07.2018
Strategic Partner Program Manager
WebBank
05.2015 - 06.2017
Card Risk Advisor
Silicon Valley Bank
06.2010 - 05.2015
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IFALPS Institute of the French Alps
Bachelor of Arts -
Northern Arizona University
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