Professional Summary
Experienced and results-focused Customer Success Manager with a strong track record managing high-value enterprise accounts and turning around complex customer relationships. Skilled in driving adoption, retention, and expansion across cybersecurity portfolios exceeding $8.5M annual recurring revenue (ARR). Known for mentoring peers, leading process improvements, and serving as a trusted advisor to major clients like Lowe's, The Home Depot, and Ernst & Young. Recognized for elevating customer satisfaction, piloting strategic programs, and consistently delivering business impact.
Key Accomplishments
Revitalized Key Client Relationships:
Successfully turned around Palo Alto's historically challenging accounts including Lowe's, The Home Depot, and Ernst & Young, transforming customer sentiment from RED (at-risk) to GREEN (healthy) and earning direct praise from client stakeholders and executives.
Client Advocacy & Expansion:
Advocated for customer success and growth, leading to a strategic expansion opportunity with Ernst & Young's Focused Services engagement in March of 2024.
Recognized Leadership:
Repeatedly acknowledged by peers and leaders as a top-performing CSM. Described by the customer as "the greatest Customer Success Manager Lowe's ever had" and praised for the ability to "understand the customers" by cross-functional teammates.
Process Improvement Contributor:
Actively engaged as a Customer Success SME, contributing to key internal initiatives such as the XSOAR v8 Training Lab Guide rewrite, EBR redesign, and PS-to-CS handoff documentation.
Professional Experience
- Managed over $8.5M annual recurring revenue (ARR) across enterprise customers, including strategic accounts like Lowe's, Home Depot, and Ernst & Young
- Transformed "RED" (at-risk) customers to "GREEN" (healthy) status through proactive engagement and strategic solutions, ensuring retention and growth
- Delivered executive business reviews and guided adoption strategies tailored to each client's security objectives
- Advocated internally for customer needs, influencing product enhancements and service improvements
- Led successful transitions to Focused Services, ensuring minimal disruption and high customer satisfaction
- Identified churn risks and partnered cross-functionally to develop mitigation strategies
- Piloted Asana Account Success Plans (ASPs) and mentored peers in their development
- Tracked and optimized key performance metrics using Gainsight: CSAT, renewal rates, and adoption scores
- Served as the primary point of contact, fostering trusted advisor relationships
- Demonstrated ROI through executive business reviews and data-driven insights, increasing MSSP expansion by over 20% and reducing MTTD and MTTR
- Identified up-sell and cross-sell opportunities to enhance customer security postures
- Created detailed risk assessments and mitigation plans for customer success
- Designed engagement strategies using Cloud Coach to improve retention and advocacy
- Assisted in product roadmap development by relaying customer feedback
- Revived at-risk enterprise account 20 months into engagement by leading cross-functional initiative to accelerate time-to-value
- Maintained 120% net revenue retention (NRR) through identifying expansion opportunities
- Ensured successful adoption of Swimlane SOAR through customer education and strategic planning
- Conducted executive business reviews and mapped outcomes to ROI
- Mentored junior Customer Success Managers on best practices and platform usage
- Used Planhat for activity tracking, adoption monitoring, and success planning
- Designed and executed client-specific security training programs including anti-phishing, ransomware, and business email compromise
- Led onboarding processes to ensure seamless client transitions
- Facilitated regular review meetings to evaluate and improve training impact
- Developed strategies for implementation and internal communication
- Tracked program performance by analyzing scenario data and adjusted based on feedback
- Maintained a 95% customer retention rate while managing high-risk accounts
- Developed scalable strategies to reduce churn and improve onboarding processes
- Managed and delivered anti-phishing programs tailored to client needs
- Conducted executive business reviews showcasing ongoing program success
- Applied strong problem-solving skills to identify root causes of technical problems and implement effective solutions
- Customized HTML email templates and LMS materials for campaigns
Skills & Expertise
Customer Success Management
- Enterprise Account Management
- Customer Retention & Advocacy
- Executive Business Reviews (EBRs)
- Stakeholder Engagement
- Strategic Account Planning
- Onboarding & Adoption Strategy
- Expansion & Renewals
- Churn Risk Mitigation
Process Improvement & Leadership
- Process Optimization
- Cross-Functional Collaboration
- Training & Mentorship
- Team Leadership
- Change Management
- Program Development
- Risk Management
- Documentation & Runbook Creation
Cybersecurity & Technical Expertise
- SOAR (Security Orchestration, Automation, & Response)
- Phishing Attack Simulation
- Cybersecurity Program Advisory
- Security Awareness Training
- Cloud Security Operations
- Technical Stakeholder Communication
Tools & Platforms
- Gainsight
- Salesforce
- Smartsheet
- Planhat
- Cloud Coach
- Cofense PhishMe
- Swimlane SOAR
- Proofpoint SAT
- SharePoint
Certifications
Certified Customer Success Manager (CCSM)
SuccessCOACHING
CompTIA Security+
CompTIA