Senior Manager of Client Success

Driving Strategic Growth & Customer Success

As a seasoned leader in Customer Success, I have transformed customer engagement strategies to drive revenue growth, increase retention, and elevate customer satisfaction. Through data-driven decision-making and strategic planning, I’ve built scalable processes that strengthen relationships and enhance customer lifetime value.

 

Key Impact:

• Increased Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by 20% in one fiscal year.

• Boosted CSAT to an average of 4.8/5 while supporting customers in multiple countries and 3 languages.

• Spearheaded a customer expansion strategy that led to a  increase in account upsells in small-to-mid-market segments.

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Optimizing Customer Success Operations & Process Improvement

Operational efficiency is at the core of sustainable growth. I have implemented strategic customer segmentation, KPI tracking, and workflow automation to enhance the efficiency of client success operations.

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Key Innovations & Impact:

• Developed customer segmentation strategies that improved personalized service delivery and increased customer lifetime value..

• Introduced KPI frameworks for the Client Success team, leading to a 20% increase in productivity and accountability.

• Enhanced cross-functional collaboration, reducing time-to-resolution and improving operational efficiency across departments.

• Implemented success playbooks, resulting in a 25% reduction in churn and improved customer engagement.

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Leveraging Data-Driven Engagement & Customer Advocacy

I believe in the power of data-driven decision-making. By analyzing key customer trends, I’ve refined engagement strategies and successfully positioned the voice of the customer at the center of business decisions.

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Key Outcomes:

• Increased customer engagement through data-driven outreach strategies.

• Influenced product development by advocating for customer needs—contributing to the launch of three major product features.

• Established customer advocacy programs to foster stronger relationships and brand loyalty.

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Leadership & Team Development

My leadership philosophy is built on mentorship, collaboration, and continuous growth. I have developed high-performing teams by creating structured training programs, fostering career progression, and maintaining an environment of open communication and accountability.

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Team Growth & Development:

• Mentored and developed a team of 25+ Client Success Managers—achieving a 90% team retention rate.

• Facilitated career advancement for many members of the team, empowering them to take on leadership and specialized roles.

• Partnered with training teams to design a CSM-specific learning program..

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Customer Advocacy & Escalation Management

Handling high-value customer relationships and escalations requires strategic problem-solving and a deep understanding of client needs. My approach is to foster trust through proactive support, transparent communication, and strong conflict resolution skills.

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Key Results:

• Reduced escalation volume and resolution times leading to higher customer satisfaction and trust.

• Established strong relationships with key stakeholders, transforming Customer Success into a critical business function.

• Worked closely with leadership teams to ensure seamless customer transitions, proactive retention strategies, and long-term customer loyalty.