Zach Levine
Denver,CO
Summary
Dedicated Customer Success professional with 10 years of experience achieving metrics of retention and account expansion. Accomplished in cross-functional collaboration, establishing Success and Support playbooks, and optimizing data to exceed revenue goals.
Overview
11
11
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER, TEAM LEAD
Wiser Solutions, Inc
2018.10 - 2024.01
- Managed book of 40 strategic accounts of ~2.5MM ARR to consult, retain and grow key customer accounts
- Conducted regular QBR's to optimize churn risk, promote product stickiness and achieve 90%+ renewal rate
- Constructed strategic initiatives to ensure achievement of business outcomes, and grow account base 12 % YoY
- Measured onboarding of growing Customer Success Team to establish best practices and scale Revenue organization
MANAGER, ONBOARDING & SUPPORT
Wiser Solutions, Inc
2016.05 - 2018.10
- Navigated company through multiple acquisitions to train new Success, Support, Implementation, and Operations Teams
- Established Support Center KPI's to drive engagement and increase NPS by 10% YoY
- Scaled Implementation processes to measure and achieve onboarding timeline and optimize customer journey
- Integrated Support process into CRM to track issue types, resolution timelines, and align SLA's across customer base
PRODUCT SPECIALIST & CUSTOMER SUCCESS MANAGER
Wiser Solutions, Inc
2014.09 - 2016.05
- Managed book of 50 SMB customers of ~1MM ARR to achieve product adoption and increase customer retention
- Advocated for customers from implementation and product training best-practices to renewals and account expansions
- Collaborated cross-functionally to with range of clients to implement setup, troubleshoot software challenges, and advise pricing strategies
- Provided frontend support to optimize end-user experience and promote customer engagement
WEB PRESENCE DIRECTOR; SEO DATA ADMINISTRATOR
AutoVitals, Inc
2012.10 - 2013.08
- Managed lifecycle from onboarding to actionize customer goals of searchability and revenue growth
- Coordinated regular customer conferences to monitor progress of web presence and revenue-driven results
- Directed web presence team to track progress of 800+ clients to ensure customer satisfaction and mitigate challenges
- Collaborated cross-functionally to optimize customer experience and onboarding journey
Education
Master of Arts - English Literature
Universiteit Van Amsterdam
Amsterdam, The Netherlands09.2014
Bachelor of Arts - Psychology
University of California
Santa Barbara, CA06.2012
Bachelor of Arts - Economics
University of California
Santa Barbara, CA06.2012
Skills
- Customer Retention
- Revenue Growth
- Management Consultation
- Customer Account Management
- Stakeholder Management
- Technical Project Management
- KPI Analysis
- Zendesk
- User-Acceptance Testing
- Salesforce CRM
- Advanced in Excel
- SQL
- Implementation
- Project Management
Timeline
CUSTOMER SUCCESS MANAGER, TEAM LEAD
Wiser Solutions, Inc
2018.10 - 2024.01
MANAGER, ONBOARDING & SUPPORT
Wiser Solutions, Inc
2016.05 - 2018.10
PRODUCT SPECIALIST & CUSTOMER SUCCESS MANAGER
Wiser Solutions, Inc
2014.09 - 2016.05
WEB PRESENCE DIRECTOR; SEO DATA ADMINISTRATOR
AutoVitals, Inc
2012.10 - 2013.08
Master of Arts - English Literature
Universiteit Van Amsterdam
Bachelor of Arts - Psychology
University of California
Bachelor of Arts - Economics
University of California
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