Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
10.2018 - 01.2024
  • 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
05.2016 - 10.2018
  • 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
09.2014 - 05.2016
  • 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
10.2012 - 08.2013
  • 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 Netherlands
09.2014

Bachelor of Arts - Psychology

University of California
Santa Barbara, CA
06.2012

Bachelor of Arts - Economics

University of California
Santa Barbara, CA
06.2012

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
10.2018 - 01.2024

MANAGER, ONBOARDING & SUPPORT

Wiser Solutions, Inc
05.2016 - 10.2018

PRODUCT SPECIALIST & CUSTOMER SUCCESS MANAGER

Wiser Solutions, Inc
09.2014 - 05.2016

WEB PRESENCE DIRECTOR; SEO DATA ADMINISTRATOR

AutoVitals, Inc
10.2012 - 08.2013

Master of Arts - English Literature

Universiteit Van Amsterdam

Bachelor of Arts - Psychology

University of California

Bachelor of Arts - Economics

University of California
Zach Levine