About
Dynamic and results-driven Customer Success Manager with over 12 years of experience in the SaaS industry, specializing in customer satisfaction, retention, and growth. Proven track record of building strong customer relationships, driving product adoption, and identifying new opportunities. Excels in fast-paced, high-growth environments, and possesses a strategic mindset focused on maximizing customer value by identifying real business outcomes.
Work
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Summary
Currently oversees a diverse portfolio of 76 major and enterprise clients, driving customer satisfaction, retention, and significant ARR growth within the SaaS industry.
Highlights
Managed a portfolio of 76 major and enterprise clients, contributing to an annual recurring revenue (ARR) of USD $4.32M.
Increased ARR by 52% and boosted customer adoption to 75% by implementing strategic churn reduction initiatives.
Achieved a stellar 90% customer retention rate through proactive risk identification and mitigation strategies.
Analyzed usage data and engagement metrics to pinpoint improvements, enhancing customer experience and informing product development.
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Summary
Established and led the Customer Success department, managing a large portfolio of clients and driving significant revenue and user base growth.
Highlights
Established the Customer Success department for SimPRO Australia, implementing processes that enhanced customer experiences and operational efficiency.
Managed a portfolio of over 300 major and enterprise clients, increasing user base by 40% and generating $872,346 in Yearly Recurring Revenue (YRR).
Improved customer satisfaction and retention by 60%, maintaining a 95% satisfaction rate through strategic account management and data analytics.
Boosted operational efficiency by 20% through new reporting procedures and KPIs, while achieving a 90% first-contact resolution rate for client escalations.
Created custom BI reports and influenced product development, driving a 15% increase in client engagement and higher MRR for key accounts.
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Summary
Administered a significant portfolio of enterprise clients, driving customer satisfaction, retention, and product adoption within the data analytics sector.
Highlights
Managed a $6M recurring revenue portfolio of 10 major enterprise clients, including Banking and Government sectors.
Achieved a 4.5/5 quarterly client satisfaction score and sustained a 100% client retention rate through strategic advisory services.
Increased ARR by 5% and boosted product adoption by 25% through targeted upselling, cross-selling, and in-depth customer workshops.
Proactively managed customer health metrics and support tickets, ensuring a 95% resolution rate and seamless customer lifecycle.
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Summary
Managed customer success initiatives across Australia and New Zealand, overseeing a large client portfolio and securing significant new business.
Highlights
Managed customer success initiatives for a portfolio of 1,000 major clients across Australia and New Zealand.
Secured $620,000 in new annual revenue by converting a holiday park client ($200K) and signing Santos Mining ($420K).
Exceeded first-year KPI targets by 30 properties through strategic account management and marketing initiatives.
Increased brand visibility and client engagement by 25% by representing RMS at trade shows across Australia and New Zealand.
Secured a national client with over $2M in projected revenue by revitalizing the Holiday Apartment market through a new marketing plan.
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Summary
Drove marketing, new business development, and account management, expanding client base and increasing international revenue for a technology solutions provider.
Highlights
Expanded client base into international markets (Cook Islands, Fiji, Hong Kong, Thailand, Bali), increasing international revenue by 30%.
Drove 20% business growth by building relationships with integrated partners and generating leads and referrals.
Coordinated marketing campaigns and delivered presentations to CEOs and government representatives, enhancing brand presence and attracting new clients.
Supervised a small sales team, generating sales leads and contributing to the successful launch of a new consumer-based product.
Skills
Customer Success Management
Customer Relationship Management (CRM), Customer Satisfaction, Customer Retention, Churn Reduction, Strategic Account Management, Product Adoption, Client Engagement.
SaaS Industry Expertise
SaaS Operations, Cloud Solutions, Data Analytics Platforms.
Business Development & Growth
Upselling, Cross-selling, New Business Acquisition, Revenue Growth, Market Expansion, KPI Tracking.
Strategic Planning & Execution
Strategic Initiatives, Risk Mitigation, Process Improvement, Operational Efficiency, Problem Solving.
Client & Stakeholder Management
Client Advisory, Executive Presentations, Cross-functional Collaboration, Internal Advocacy, Negotiation.
Data Analysis & Reporting
Usage Data Analysis, Engagement Metrics, Account Status Reporting, BI Reporting (Metabase), Marketplace Feedback Synthesis.
Marketing & Sales
Marketing Campaigns, Brand Visibility, Lead Generation, Sales Team Supervision.