Betsy Gilfillan, CCSM

Honeywell | Life Sciences

Senior Customer Success Manager

Lionize

SaaS AI - Brand Partnerships in Social Media Marketing
Managed 40+ accounts, driving $1-2M ARR (40% of company revenue) and exceeding NRR targets (90% vs. 70% goal). Generated $30k in new revenue through client referrals and tailored strategies. Recaptured 80% of at-risk clients with revised pricing and creative packaging. Boosted campaign spend by 1750% in 3 weeks via a talent agency partnership. Improved marketing campaigns by 75% and increased conversion rates with regular A/B testing. Accelerated project completion by 70% by updating contracts to ensure SLA compliance.

Senior Client Success Manager

SimplyAgree

SaaS - Electronic Efficiencies for the Legal Profession
Managed an international portfolio of 60+ clients, generating $6M ARR with 0% churn. Exceeded retention goals by 25% through strategic stakeholder management and progress reviews. Increased product adoption by 30% in 6 months, training 2,000+ users and leading technical sessions. Improved customer experience with bi-weekly CS/Dev feedback reviews. Oversaw the full customer lifecycle, driving onboarding, training, expansions, upsells, and renewals.

Customer Success Manager

Clarus Care

SaaS AI, On-Call Solutions for Medical Providers
Led a team of 5 hybrid and remote Customer Success and Implementation Managers, promoting 2 top performers in 10 months. Managed $1M ARR portfolio spanning 300+ hospital systems and 7,000+ medical providers nationwide. Designed strategy to boost CSAT, achieving 400% Salesforce queue turnaround and 60% fewer client inquiries in 3 months, with 100% customer renewal rate.

Manager, Customer Success and Implementations

Bridgestone Americas

Global Tire and Building Products
Found and distributed product market insights, driving $20k annual revenue growth for North American and Latin American sales teams. Initiated international department directory, accelerating new hire onboarding speed by 40%. Researched SAP errors, collaborating with IT and sales to ensure accurate partner commission reporting.

Senior Client Partner

Cofactor Digital

Digital Geo-Advertising Solutions
M&A RIF

Senior Sales Operations Analyst

Tribune Media

Broadcast Media Sales for 46 News Stations

Marketing Campaign Manager

Bonobos

Salesperson and Keyholder

Nordstrom

Salesperson and Personal Stylist

I'm perpetually resilient with a sunny disposition.

I drive revenue growth and build strong customer relationships. Always going above and beyond, I enable customer wins through strategic thinking, proactive problem-solving, and cross-functional collaboration. 

A culture carrier skilled at inspiring teams and stakeholders, I use active listening, data-driven insights, and value-driven touchpoints to support customer journeys. I prioritize a human-first approach, fostering strong connections with clients and colleagues.

RIF
SaaS AI - Brand Partnerships in Social Media Marketing
- Advised 40+ marketing agencies and brands ($1m ARR) on marketing campaigns and usage of new product features.
- Established exclusive partnership with a national talent agency, driving marketing campaign spend by 1750% in 3 weeks.
- Designed and executed A/B tests on various social media marketing channels to evaluate performance, leveraging insights to refine pricing strategies for clients and drive revenue growth, achieving a 30% increase in overall profitability.
- Collaborated with leadership on influencer completion project, elevating client ROI by over 70% per 4-week campaign.
- Recaptured 80% of churning, or at-risk, clients, with a strategic turnaround strategy, returning $65k into my portfolio.
- Recommended new health insurance plan to founders, after receiving feedback from team members about high prices, to retain employees, went live with new HR LLC and health plan options in 5 months.
- Conducted comprehensive industry research on emerging technologies and market trends in influencer marketing and digital strategy presenting key findings to stakeholders and influencing strategic decision-making processes.

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