Treasure Data

Managing all of the Customer Success Managers in the Americas, ensuring we guide incredible global enterprises to innovate and achieve in ways most of us can only imagine

Senior Manager of Customer Success, Americas

I managed the Customer Success Managers in the Western United States, ensuring we guide incredible global enterprises to innovate and achieve in ways most of us can only imagine.

Senior Manager of Customer Success, Americas (West)

Managed my own growing book of business while also mentoring a "pod" of 3 CSMs and consulting with the other pod leads on how best to grow the team and the business

Senior Customer Success Manager, Lead

∙ Managed 12 enterprise customers accounting for ~$10MM ARR, including our largest US-based customer
∙ Mentored junior CSMs, teaching them how to project manage and create Success Plans
∙ Created and facilitated weekly Product Level Ups wherein CSMs learned to use features of our console as well as how to strategically address customer requests, etc.
∙ Supported strategic partner alliances, including global consulting firms Accenture and Deloitte
∙ Represented Customer Success and Voice of the Customer with Product and Marketing in advance of beta releases

Senior Customer Success Manager

∙ Managed 5 enterprise customers accounting for ~$4MM ARR, including our largest US-based customer
∙ Partnered with Professional Services and Solutions Consultants to ensure successful sales cycles, implementations, and hand-offs to CS 
∙ Escalated and mitigated risks, identifying leading indicators of churn for Product Analyst
∙ Identified expansion opportunities and helped craft bespoke demos and documentation for customers
∙ Supported implementation of Gainsight for CS, crafting Email Templates and Playbooks

Customer Success Manager

Conversica

• Hired and managed a team of 4 rockstars to manage the growing-edge of our business: the Midmarket
• Co-managed the mentorship program within CS
• Trained CS team in defining, measuring, and reporting on customer ROI
• Crafted playbook for customers converting freemium users
• Crafted playbook for customers who nurture with minimal or inaccurate lead data
• Assisted Product with beta rollout of ABM solutions

Manager, Customer Outcomes (MM Team)

•	Managed relationships and success of complex, custom implementations for global enterprise customers including the third largest telecom in the world, our second-largest account, and representing ~$2MM in ARR
•	Served Product/Engineering and Customer Success as a liaison: gathering business requirements from existing and potential customers; assisting in roadmap prioritization; guiding CX design; and working with CS Ops to create product announcements and training materials 
•	Liaised between Marketing and Customer Success to create Sales Enablement materials; identify our strengths and vulnerabilities in the MarTech landscape; and to assist in Analyst interviews
•	Liaised between Sales and Customer Success to assist in discovery; map our solution to prospects' customer journeys; and to nurture advocates from my customer base
•	Identified as our top demo resource across the entire company: joining calls with prospects, customers, analysts, etc. to demo our solution and share our customers' success stories
•	Mentored our most promising Mid-Market Customer Outcomes Managers to prepare them to be promoted to the Enterprise Team
•	Spearheaded efforts to pivot in response to Covid impacts on our customers and our own business: suggesting new features and new ways to use existing features; identifying trends among our customer base; leading customer think tanks; and authoring outreach to guide customers to maximum success

Principal Customer Outcomes Manager

•	Managed relationships and success of global enterprise customers 
•	Worked closely with Product to improve CX and gather business requirements from customers, gather feedback on beta releases, and to prioritize enhancements and feature creation
•	Worked closely with Marketing to understand our market and ICP and to transform our customers into advocates and champions
•	Worked closely with Sales to help SDRs better-identify customer fit and to help AEs understand how to demo our solution and speak to our capabilities
•	Helped re-create and implement interviewing and onboarding strategies for Customer Success

•	Managed relationships with SDRs, Marketing Directors, VPs, and CEOs of 50+ SMB, Mid-Market, and Enterprise clients representing more than $2MM ARR
•	Consulted on Natural Language Processing with Conversation Team 
•	Worked with Integrations Team on custom integrations with our API
•	Achieved 140% NRR year over year
•	Drove NPS up 20+ points above company average
•	Spearheaded the creation of the Finance vertical: designed reports, conversations, training materials, and trained and supported CSMs who manage the success of accounts in this vertical

Law Office of Tim Headley

•	Coded website and developed blog
•	Created logo, PowerPoint template, and letterhead
•	Maintained website and blog
•	Edited HTML for his clients

Senior Webmaster

Cycorp

•	Helped pitch research projects to potential investors and managed ongoing relationships
•	Managed, edited, and contributed content to research proposals
•	Coordinated and directed training conferences
•	Directed Public Relations efforts and designed and maintained company website
•	Edited and formatted company literature, technical whitepapers, and documentation using XML, XSL, DHTML, and Zope/Plone

Project Manager & Operations Analyst

Tactica Technology Group

•	Assisted in coordinating presentations to aid in Change Management
•	Interviewed System Users to collect requirements
•	Documented detailed proposed systems changes
•	Assisted in creating course materials for internal Strategy training

Consultant

IBM Global Services

•	Helped customers understand traffic through their e-commerce sites
•	Created and priced contracts
•	Received requests from customers and coordinated their satisfaction with programmers
•	Gave one-hour product demonstrations over the phone
•	Edited white-papers and training manuals

Marketing Analyst, SurfAid

I partner with Marketing, Data, and Business Analyst leaders of large Enterprises to understand their current data landscape and guide them to unifying, segmenting, and leveraging that data so that they can treat their customer base with care, accuracy, and personalization.

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