Customer Success & Retention Excellence

Strategic account management driving $4M expansion with 100% retention

$ 4 M
Revenue Expansion
100 %
Retention
8 %
Churn Reduction
30 %
Referral Growth

Executive Summary

Throughout 15+ years spanning enterprise SaaS, FinTech, cloud platforms, and financial services, demonstrated consistent ability to combine technical expertise with consultative relationship management to deliver transformational customer outcomes.

Key Achievements

  • $4M in revenue expansion across enterprise portfolio
  • 100% retention rate on managed accounts
  • 8% churn reduction through proactive value realization
  • 30% growth in customer referrals through advocacy
  • Multi-year contract expansions averaging 40-60% MRR increase

Strategic Approach

Deep Technical Partnership

Architecture reviews, optimization consulting, roadmap alignment.

Proactive Value Realization

QBRs and EBRs demonstrating ROI and strategic alignment.

Cross-Functional Collaboration

Coordinated product, sales, and support teams.

Customer Advocacy

Communities, case studies, thought leadership.

Impact

  • Built 5+ reference customers for active sales cycles
  • Created 3+ published customer success case studies
  • Demonstrated technical credibility with C-level executives
  • Prevented customer churn through proactive engagement
  • Generated 30% increase in referrals through advocacy

Key Lessons

  • Technical credibility is foundation of customer trust
  • Quantified value realization justifies expansion investments
  • Customer advocates are powerful sales tools
  • Proactive engagement prevents churn better than reactive responses

Skills

  • Account Expansion
  • Executive Engagement
  • Technical Advisory
  • Strategic Planning
  • Value Realization

Impact Metrics

  • $4M Expansion
  • 100% Retention
  • 8% Churn Reduction
  • 30% Referral Growth