Customer Success Manager | 7+ Years Experience | Trusted Advisor Driving Adoption, Retention & Scalable Growth

Senior Customer Success Manager

Recognized as the first Customer Success Manager to reach the company’s top performance tier, driven by consistent retention, revenue growth, and client success metrics

Manage a portfolio of 40–60 clients totaling ~$150K–$220K in monthly recurring revenue, maintaining ~90-95% retention through proactive risk management

Identify at-risk accounts early and execute structured save strategies to reduce churn and preserve recurring revenue

Drive account growth through upsell and expansion opportunities, increasing client lifetime value

Optimize client adoption and campaign outcomes by identifying performance blockers and implementing data-driven improvements

Act as a strategic advisor by aligning product performance with clients’ internal business goals and operational capacity

Collaborate cross-functionally with marketing, sales, and operations teams to resolve issues and improve overall client experience

Set clear expectations and maintain strong client belief through proactive communication and results-driven execution

Maintained ~85% client retention while ensuring minimum 40% profit margins across accounts

Monitored client close rates to identify upsell opportunities for higher service tiers

Trained and mentored account managers to improve performance and client outcomes

Facilitated weekly performance reviews and coordinated feedback among marketing, sales, and call centre teams

Supported contractors in scaling operations to manage increased lead volume and enhance appointment flow