Customer Success & Account Manager | 6+ Years in Enterprise Client Retention, Renewals & Strategic Account Growth | SaaS | AI-Driven Workflows -Claude

Led Client Experience and Strategic Account Management for KOI Collective, the Talent & Culture business line of The Burns Brothers, overseeing enterprise client relationships, program delivery, and business growth across high-impact leadership and talent initiatives.

Managed a $1.2M+ enterprise portfolio across global clients including UBS, BNY Mellon, Lockton, and Mars, driving client retention, annual renewals, strategic account expansion, and profitability optimization. Partnered directly with HR, Talent, and executive stakeholders to align business goals with scalable solutions that improved customer experience and long-term client value.

Owned the end-to-end delivery of complex leadership and talent programs involving 100+ participants and 200+ stakeholders across global remote environments, coordinating cross-functional teams, facilitators, executive coaches, and external vendors.

Key achievements:

• Drove $500K+ in annual renewal revenue while sustaining 95% client retention across major enterprise accounts

• Expanded strategic accounts through upselling and cross-selling initiatives, including growing a flagship account from $200K to $400K+ and generating an additional $100K+ in new business

• Improved operational efficiency and cost optimization, supporting flagship programs operating at approximately 60% to 70% profitability

• Strengthened executive relationships through proactive communication, stakeholder alignment, strategic reporting, and customer experience improvements

Managed strategic client relationships for an international portfolio of e-commerce and digital growth accounts, serving as the primary point of contact across account strategy, reporting, and execution.

Led cross-functional collaboration across design, development, and marketing teams to deliver growth initiatives focused on conversion optimization, customer acquisition, and revenue growth.

Key achievements:

• Managed 5 international client accounts while maintaining 100% client retention through proactive communication and relationship management

• Increased client e-commerce revenue by 30–50% through conversion rate optimization and growth strategies

• Identified upsell opportunities and supported account expansion through data-driven recommendations and strategic consulting

Managed multiple client-facing digital, content, and web development projects across fast-paced agency environments, ensuring successful execution from planning through delivery.

Coordinated stakeholders across clients, vendors, internal teams, and suppliers while balancing competing priorities, tight timelines, and evolving project requirements.

Key achievements:

• Managed 8 client accounts across industries including retail, hospitality, travel, and technology

• Led the accelerated delivery of a 300+ page publication distributed to 60,000 readers in under one month

• Strengthened client communication and process optimization across complex multi-stakeholder projects