iorad

Customer Success Manager

the old girls club

Member

Lavender 💜

Senior Customer Success Manager

Promoted into the Customer Success Manager, Scaled role, I was responsible for creating the company's first roadmap for scaling existing customers.

I increased ARR by ~$20k in < 3 months by identifying upsell opps based on customer usage data, proactively noting cost-saving measures for customers through early renewals.

I also created a 365 day success plan for all customers, setting expectations and deliverables for first 30 days, 60 days, and quarterly check-ins.

Customer Success Manager, Scaled

As a team of one in User Success, I was responsible for the day-to-day management and resolution of any inquiries or troubleshooting requests from our users. Using Intercom as our primary communication tool for support, I was able to:

- Increase CSAT to 96% by resolving ~20 inbound support tickets per day
- Create 75+ custom responses for the AI chat agent, answering ~90% of customer questions, and resulting in ~50% resolution without teammate involvement, increasing support bandwidth
- Save the company approx. $32k in operating costs by reducing median resolution time by an average of 30 minutes
- Manage audit of Knowledge Base articles, editing 80+ existing articles, and creating 10+ new articles

User Success

NationBuilder

As the account manager for 50 Enterprise customers, I was committed to their success, satisfaction, and retention. Using my relationship-building skills and empathy for the common challenges faced by my customers, I guided them in leveraging the platform effectively, translating their goals into achievable milestones.

I drove adoption by providing technical troubleshooting and strategic coaching on a daily basis, while actively contributing ideas to enhance the effectiveness of the global team. I identified and addressed potential risks to customer retention, and advocated for customers by representing their needs to the Product and Engineering teams.

Highlights include:
⇢ Exceeded growth and revenue retention targets (203% and 132% averages) through strategic identification of customer growth areas.
⇢ Generated $850k in renewals revenue by providing strategic solutions, generating customer ROI, showcasing lifetime value, and ensuring optimal product performance to minimize churn.
⇢ Developed and implemented a first-ever custom online learning course, encompassing 15+ modules, 75+ topic lessons, 100+ content pieces, and 200+ edits.
⇢ Expanded product adoption by creating 150+ materials of use case-focused documentation, webinars, and blogs, enhancing customer education and marketing efforts.
⇢ Collaborated on post-sales implementation deliverables for 20 customers, translating technical concepts for non-technical audiences.
⇢ Partnered with Revenue Operations to close 100% of new bundled upsell opportunities and deliver ROI-driven add-ons to maximize customer satisfaction and product adoption.
⇢ Administered and analyzed 100+ pieces of user feedback, providing revenue-driven recommendations for product enhancements, including API offerings.
⇢ Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Slack | Coda | Trello | Jira | Intercom | Asana | Any.do | Canva | Adobe | Dropbox | 1Password | 15Five | Zoom | Loom | Tango | Scribe | Coassemble | Notion

Customer Success Manager (Enterprise Account Manager)

Habitat for Humanity of Wake County

Highlights include:

⇢ Developed strategic roadmap to grow 50+ enterprise account investments, managing $1.45M+ in annual revenue and leading programmatic engagement.

⇢ Identified engagement and adoption gaps across 30+ opportunities. Utilized cost-benefit analysis to iterate and enhance strategic plans for FY20 and FY21.

⇢ Successfully lead the transition from in-person events to virtual format in March 2020. Adapted, produced, and hosted the organization's inaugural Virtual Women's Build program through live events featuring community stakeholders, key accounts, and partners.

⇢ Created compelling communications to grow activation from funders, stakeholders, and internal audiences while promoting the organization's brand and core principles.

Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Microsoft Office (Word, Excel, Powerpoint) | Blackbaud (Raiser's Edge) | Classy | Constant Contact | VolunteerHub | Canva | Adobe

Director of Partnerships (Corporate Relations)

The V Foundation

Working with the V Foundation under a Contract Consultant role, I oversaw all aspects and strategies of community engagement and outreach for The Victory Ride to Cure Cancer annual fundraiser. The 2019 fundraising goal is over $400K and the event has trended evenly YOY from 2018.

The V Foundation and The Victory Ride to Cure Cancer are advancing and bolstering community awareness, engagement and activation through the strategic development of grassroots outreach plans. My highest focus was on cultivating and mobilizing corporate and community partnerships to create multiple fundraising sources. Our reach goal was to boost team participation to a minimum of 20 teams combining a minimum of 740 participants.

Consultant - Community Engagement and Outreach, The Victory Ride

Lahey Health

With Lahey Health I was an integral part of the team that directed fundraising and stewardship activities through affinity programs. I engaged nearly 15,000 constituents that supported philanthropy of the Lahey Health system.

Highlights include:
•	Grew annual recurring revenue by $350K+ in under 6 months through acquiring, activating, and managing 15K+ clients across engagement programs.OY. 
•	Developed and executed onboarding material and training on SaaS platform, translating technical elements by creating 10+ bespoke manuals and evergreen how-to guides for internal and external partner use.

Skills: Google Suite | Raiser's Edge | Teamraiser | Luminate | Blackbaud | Adobe Suite

Associate Director, Philanthropy Programs (Affinity)

Phillips Academy

With Phillips Academy I returned to an Alumni Engagement role, overseeing a larger territory. I managed 10 accounts of active alumni volunteer committees, comprised of 15+ members, and engaged constituencies in the three largest regions: NYC, Northern California, & Southern California.

I executed 60+ unique events to drive customer engagement and new revenue generation opportunities that impacted over 6,000 constituents and achieved a benchmark 10% increase in unique engagement through the execution of bespoke, complex programs and targeted outreach through digital and social media communications.

The highlight of this experience was the opportunity to develop and complete multiple regional Head of School events each year, engaging the alumni community around the Academy’s leadership. When the Academy launched a new $400M capital campaign my team and I developed and executed 3 campaign launch events in a single quarter. These events hosted the Head of School as the guest speaker to promote the new campaign.

Skills: Microsoft Office Suite | Datatel | EverTrue | Graduway | EventFarm | Cvent

Assistant Director, Alumni Engagement

Greater Haverhill Chamber of Commerce

Familial obligations required my return to MA. I was connected to the Greater Haverhill Chamber of Commerce, who needed a part-time Membership Coordinator. This role was mutually beneficial as I was able to help boost their revenue while fine-tuning my sales and networking skills and exposing myself to the local business community.

In my tenure, I personally closed 80% of new memberships, boosted retention and performed membership-to-benefit analysis; increased revenue for Chamber, and brand awareness and value for clientele.

Requiring full-time work, I accepted a role in the education industry again and remained a volunteer with GHCC.

Membership Coordinator

Occidental College

Seeking a different application for engagement, I moved to LA and accepted a role with Occidental College as the Assistant Director of Alumni and Parent Engagement. The goal for this role was to create and maintain involvement and a sense of ownership among Alumni and student-body parents of the College. 

We developed and implemented nationwide, strategic engagement plans for more than 22,000 constituents from 10 regional alumni chapters and 12 alumni affinity groups. This required the recruitment, training and management of a team of over 20 volunteer leaders who, in turn, executed engagement events. A point of pride for me was the creation of 10 identity-based groups to support on-campus collaboration and scholarship fundraising efforts. These groups were vital to increase visibility, awareness, and engagement among the diverse alumni body and offering more opportunities for inclusion.

Skills: Google Suite (Gmail, Drive, Docs, Sheets) | Microsoft Office (Word, Excel, Powerpoint) | Smartsheet | iModules | WebEx | Cvent | Perfect Venue | Adobe Suite

Assistant Director of Alumni And Parent Engagement

With 15+ years of diverse experience in non-profit, education, SaaS, and media, I bring a ton of valuable insights and diverse viewpoints to customer success, advocacy, and enablement. I'm a pro at communicating across different platforms and connecting with people wherever they are. In conversations, I always bring empathy into the mix. It's not just about explaining what's important, but also why it's crucial for both the customer *and* the company.

My boundless curiosity has made me an exceptional relationship builder, a colleague who cares deeply for others, and an enthusiastic collaborator who is obsessed with all things Customer Experience.

Whether I’m talking to a customer or collaborating on a project, my mission is to:
⇢ Quickly understand the end goal
⇢ Uncover the pain points
⇢ Get creative on strategic solutions
⇢ Empower others

I was the first non-cheerleader in my high school history to be named “Most Spirited” in the yearbook superlatives.

(I can’t point to any records specifically, but there aren’t any records refuting it either, so…)

I guess you could say my enthusiasm for customer success and advocacy is just a part of my DNA. (But I’ll also bring the pom-poms to meetings, just in case.)

If you’re looking for someone who can communicate value, translate customer feedback into actionable insights, loves strategizing on how to make the most of a product, and isn’t afraid to ask lots of questions - let's connect!

--

Some recent achievements:
⇢ Exceeding growth and retention targets (203% and 132% averages) for a portfolio of 40+ B2B and B2B2C global enterprise customers
⇢ Building and managing 15+ learning modules and 75+ topic lessons; writing 100+ pieces of content; and executing 200+ edits for an enterprise customer's custom online learning course.
⇢ Increasing global product adoption by creating 150+ pieces of segment-focused documentation, customized workflows, and onboarding training decks for both technical and non-technical audiences.

Other highlights:
⇢ Give-first mentality
⇢ Epic trivia teammate
⇢ If Googling things was a professional sport, I’d be Serena Williams
⇢ High EQ - I *can* read vibes through Slack messages and Zoom calls

✨Opinions/views are my own✨

Ashleigh Bergh Duggan ✨

Partnerships Lead@Holly Health | Empowering Patient Self-Management & Reducing Staff Pressures | | Digital Health

💼 I manage the full sales cycle, building relationships, negotiating contracts, and keeping delivery on track across SaaS, services, and regulated markets.I work best where clarity, consistency, and delivery make the difference between progress and drift.⚡ How I work: curious, focused and always learning whilst being results focused.I take a solution-focused approach, using a problem enablement mindset to understand buyer challenges and shape clear, practical responses. I keep my skills and industry knowledge fresh through ongoing study of buyer behaviour, messaging, research and go to market models.🔍 Sales delivery: experienced in winning new business, renewing contracts, and expanding accounts.Confident in managing stakeholder discussions, negotiating terms, and guiding agreements from first contact through to close.🤝 Experience: SaaS, enterprise IT, and service based environments. Built partnerships, supported funded projects, and turned first time buyers into repeat clients.  Achieved 6 to 7 figure quotas.Skilled at translating technical products into straightforward commercial value.🧭 Approach: steady, curious, and consistent. I focus on clarity, progress, and the detail that keeps deals and relationships moving.Key strengths• Full cycle B2B sales (SME to enterprise)• Solution focused, problem enablement approach• Pipeline creation and relationship management• NHS and public sector experience• Renewal and retention strategy• Stakeholder engagement and deal control• Bid and grant authorship📍 Based in Glasgow📌 Open to: full-time sales roles, as well as paid advisory work.

Stephen Sherry

I should be getting ready for Christmas.

Instead I’m still searching for work.

Month five has arrived, and the pressure is real.

While others are setting up trees and buying presents, I’ve spent the week organising my flat and sorting out practical things I didn’t expect to be doing.

It isn’t the position I hoped to be in, but I’m focused, still moving forward and learning.

Across SaaS, services and the public sector, I’ve delivered results by keeping conversations clear, handling full sales cycles properly and staying reliable to reach my goals.

I’ve worked across all main segments and supported new business, account growth and renewals in Startups, SMEs and Corporate environments.

That approach still guides me now.
Stay prepared, stay steady, and make sure the work in front of you is handled without fuss.

If my background fits a full time role you’re hiring for, I’m available to discuss it. My diary is flexible.

P.S I can also support short term/one off advisory work on your GTM & Sales process.

DMs open.

#sales #saas #jobs #healthtech #startups #b2b #GTM

Business Development | Full-Cycle Sales | Open To New Roles

If you’re unemployed right now, you’ll understand this.

The festive period feels very different when you are not earning.

People talk about plans and presents.

You focus on bills and how far your money will stretch.

If you are on the same path as me, these are the things that have genuinely helped my mental health:

🔴 I do not look up who got the job
🔴 I do not compare myself with people on a different timeline


What has helped?

🟢 Cold showers - but not at 4am!
🟢 A warm bath on a Sunday night
🟢 Reading instead of scrolling
🟢 Getting outdoors
🟢 Speaking to one trusted person
🟢 Eating properly
🟢 Zero alcohol

None of this removes the uncertainty, but it keeps my head clear enough to face the day.

Finally..

Protect your weekends.
No job hunting.
Give yourself the space you need!

#opentowork #mentalhealth #wellbeing #health

This phone box sat around the corner from my family home in Glasgow.

Before everything changed, my Dad had built a solid career path.

In the early 80s we were due to emigrate to Canada.

Dad landed what he thought was a dream job. 

My parents were confident there would be no issues. They sold or gave away everything they owned.

They gave up their own jobs and prepared to move. 

Then the offer was pulled at the last minute due to a technical hitch.

That moment started the long unemployment years.

By 1987 Dad was 47 and five years out of work.

He had the experience, but jobs were scarce.

Age, timing and old Glasgow attitudes all played a part.

One night at home he was reading the newspaper.

It mentioned a familar name to Dad. There was a name and  phone number listed at the bottom of the story.

The name was a cousin he had not spoken to since the 1960s as they lost touch.

We had no landline, so Dad walked to this phone box. He fancied getting back in touch.

By the time this photo was taken 30 years later, the phone box had a few upgrades, including the free beer.

Anyway back to the story.

Dad was away for an hour.

When he came home, the man was ectastic.

During the call his cousin offered him a job.

Dad started working again the following week.

He was never out of work after that, right up until he passed away aged 55.

I am 47 now.

The phone box is gone, but what it represents to me is not.

Hope.

If you are in the same position today with your job search and finding the market difficult, hold on to hope.

My dad never let go of it during those difficult years.

And things really do change for the better when you least expect it.

#careers #hiring #jobs #opentowork

Three years ago today my brother died.

Christopher had been living and working abroad for years.

When he returned to Scotland, to come home for good, he had symptoms of food poisoning.

Weeks later, metastatic bowel cancer took him.

No treatment. He just withered away.

The last time I saw him in hospital about a week before his death, he said to me ' It would have been more acceptable to have taken a bullet during the Gulf'  

( he served during the first Gulf War in 1991 HM Forces (ARMY) Corps of Royal Engineers )

None of us expected how fast cancer took him. 

Fit, healthy one minute. 

The next, in a hospital bed paralysed with yellow tinged skin from head to toe.

Christopher and I had gone through a difficult few years of silence, but we mended things in 2020.

I had my brother back. I thank the universe for that gift.

My hero.

Someone I trusted when life turned difficult.

My brother was the person I called when I needed to make decisions.

Christopher said what he thought and it helped. His life experience and critical thinking solved problems or gave me that extra push I needed.

As I reach year end with no job offers, after slow hiring processes, mixed signals and long silent gaps, this is one of those moments when I wish I could hear Christopher's advice.

People who have lived through loss know what this is like.

You wish you could reach for the person who helped you through tough moments and realise you’re on your own now.

Thinking about my hero today as I do every day.

#grief #life

The NHS does not buy on hype. It buys on proof.

I have updated my free field manual for healthtech teams working through the changes taking place inside the NHS.

It is based on what I have seen while supporting NHS teams and helping digital health move from interest to adoption. 

The guide shows where friction usually appears, why conversations slow down and what helps teams avoid losing time or momentum.

If you work in this space, you will recognise the pattern straight away.

If you want a clear view of how I approach NHS adoption and how I think during a commercial cycle, the full guide is free to read.

Link in the comments. 

If it helps, let me know.

#NHS #GTM #healthtech

I cancelled Spotify a while ago as I could no longer afford it.

Today they offered me two months of Premium for £0.

Best news I've had in months!

Right now, something small gives the day a lift.

Thanks Spotify!

I found this photo from 23rd November 2020.
Jack on the right is gone. 
Patch is still here.

A lot changed after that day.

My brother died from cancer.
I lost my dog Chuck and Jack to the same disease.

There were job losses, a divorce and a period without a home.

The knocks came one after another in a short period of time.

That period taught me something clear.

Strength is built when life hits you in combinations you never saw coming.

I was on my knees more than once, but I was not knocked out.

I got up, took what was in front of me and kept going.

If this week feels heavier than it should, it does not mean you are falling back.

It means you are taking the hits and still rising.

Start the week with that in mind.

#growthmindset #mentalhealth

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The Battle

Ashleigh Bergh Duggan ✨

Stephen Sherry

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The Battle

Ashleigh Bergh Duggan ✨

Stephen Sherry

Followers

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Stephen Sherry's LinkedIn Performance

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