• Managed 35+ accounts representing $2.5MM in ARR from onboarding through renewal, through leading Executive Business Reviews & monthly meetings, driving product adoption, & mitigating risks.
• Maintained 85%+ gross retention, compared to the team goal of 77% over consecutive quarters, by engaging with C-level & VP-level executives (i.e. CPOs at $1B+ market caps) & driving product adoption.
• Developed end-to-end risk management process to 4 managers, 1 Sr. Director, 25+ CSMs, enabling leadership visibility to proactively manage risks in $50M+ business.
• Created risk mitigation playbooks in close collaboration with CS Ops, hosted Generative AI training, & authored 20+ email templates from onboarding to renewal to save time for 75+ peers.

• Managed 50+ SMB & Mid-Market accounts representing $1.2MM+ in ARR from onboarding through renewal by leading business review meetings with C-level & VP-level executives (i.e. VP of Product at Series B+), resulting in high GRR.
• Maintained 90%+ gross retention compared to the team's annual goal of 84%.
• Co-created 1-to-Many program via product adoption strategies, email & in-app experiences, & lifecycle mapping; collaborated with CTO & Leads/Directors of UX Design, Product Experience, CS Ops, & CS, all within a 700+ employee org.
• Organized & marketed product enablement sessions to 130+ total customers.
Within 8 months, achieved 40% engagement of total customers.
• Mentored & onboarded 4 team members in product knowledge.

• Managed 90+ accounts (vs. team average of 70 accounts per CSM) with $1.5MM in ARR through product training, customer support, & ongoing consulting.
• Exceeded indiv. KPIs, helped team exceed KPIs, & over-delivered on cross-departmental projects (e.g. 182% indiv. CSAT, 90%+ clients rated 5/5 in CSAT).
• Promoted from CS Associate to CS Manager within 1 ¼ years.