Recharge

•  Managed 51 accounts across EMEA.
•  Held the largest portfolio across 25 account managers (16M USD)
•  2 churns in 24 months (and counting)
•  Secured the largest renewal in company history (2024)
•  Secured the largest contract in company history (2023)
•  Presidents Club (2023)
•  CSAT of 8.6 (2023)
•  Secured 28 contracts with sales partner worth 10 million to 100 million USD in processing
•  Developed EMEA product roadmap (i.e., currency, language, payment processor)
•  Established customer advisory board in Europe to shape product road map
•  Revived company merchant relationships throughout Europe following severe neglect 
•  Mentored 3 junior account managers in bi-weekly meetings to improve best practices and strategy
•  Established account manager best practices in data hygiene, Salesforce, notes, and Gong

Senior Enterprise Customer Success Manager of Key Accounts in EMEA

• Conduct recurring business reviews and manage customer renewals
• Owning entire customer lifecycle post sales
• Worked with product managers weekly to have frequent customer calls to improve product feedback communication
• Works progressively with sales, product, and marketing team to identify customer growth areas, exploit strategic advantages, and build value for existing customers

Senior Strategic Customer Success Manager in EMEA

BestPracticer

•Coach 8 customer success managers biweekly
•Customer success mentor providing feedback to help people grow in their career
•Mentor new customer success managers how to work with direct reports, create performance plans, career tracks, and hire
•Coached managers how to implement processes, improve onboarding, and segmentation
•Coached new customer success managers how to deal with a growing book of business, best practices, and create cross-functional relationships within the company among product and sales

Customer Success Manager Coach

Pencil

• Managing 100+ accounts (Fortune 500 Enterprise accounts) and owning entire customer portfolio
• Conduct recurring business reviews, identify up-sell opportunities, and manage customer renewals.
• Owning entire customer lifecycle post sales
• Established new service offering to increase client LTV 50%
• Established standardized kickoff scripts for consistent customer experience 
• Direct the efforts of diverse groups to achieve program goals and objectives, including internal cross-functional teams, Product, Creative, Engineering, and 3rd party partners
• Works progressively with sales and marketing team to identify customer growth areas, exploit strategic advantages, and build value for existing customers
• Currently executing a project to create a customer journey map to affect time to value, value progression, and customer sentiment

Lead Enterprise Customer Success Manager

OneLocal

• Directly managed 9 CSM's remotely in UK, Canada, South America
• Developed scalable process for new user on-boarding and ongoing training.
• Create scripts for CSM's to enable scalable processes and consistent customer experience
• Lead training sessions to continue to strengthen and develop the CSM team's core skills.
• C-suite and Investor relationships for the company 
• Establishing a customer advisory board with product team to navigate road map
• Work with the product and developer team to design, implement and improve-app user experience.
• Creation and implementation of multiple customer journeys across the product suite.
• Collaborating with the sales team to support company growth (case studies, referrals, training)
• Own ultimate responsibility for the customer’s retention and expansion success with enterprise and SMB clients

Manager of Customer Success

•Responsible for managing a portfolio comprised of 200+ small business clients and enterprise clients
•Maintained client relationships to ensure adoption, retention, and expansion of SAAS products.
•Carried monthly quota of churn and expansion.
•Average churn of 3.7% across 6 months.
•Aided in training new customer success team members on process and product

Senior Customer Success Manager

Customer Success Manager

• Support Account Managers for our SMB clients, ensuring they are successful using our product suite
• Kickoff our clients’ on-boarding journey by assisting with account setup and initial research
• Assist Account Managers with account updates and recommendations, providing a client centric experience
• Complete additional projects like blog posts, support guides, and case studies to be used across our website and social media pages

Account Coordinator

Canadian Viewpoint Inc

•Contribute to overall planning, management and completion of qualitative and quantitative projects with enterprise clients (i.e., beverage, toiletries, food items).
•Proactively manage costs/budgets, time lines, and communications between multiple work teams
•Manage internal processes to ensure best practices are utilized
•Work with team internally to ensure studies are programmed, tested and launched successfully 
•Handling of multiple deliverables and deadlines, while maintaining a strong client service orientation
•Monitor progress of studies and lead corrective action with field partners, internal team members, and other suppliers as needed

Project Manager Market Research

https://www.facebook.com/oyveydelivery

Oy Vey served a niche food market by exploiting the limited radius of other food apps (i.e, Uber, SkipTheDishes) and servicing those clientele throughout the GTA; thus creating my own pool of clients. 

•Created relationships with 20 food service locations (supermarkets, restaurants, and catering)
•Strategic development of brand awareness (Social Media, Print, Verbal)
•Established consistent clientele in a niche market (Demographic Specific)
•Automated food ordering systems to increase efficiency for both customer and restaurant.
•Customer success oriented

Owner Of Food Delivery Service

McMaster University

Conduct psychological research experiments regarding musical experiences (i.e., genre preferences, musical participation, recreational drug usage)

•Analyze qualitative and quantitative data pertaining to Music Psychology 
•Collaborate with advisors, and research assistants to achieve project goals
•Lecture, create examinations, course lessons for undergraduate students
•Mentored four undergraduate research students simultaneously throughout the year

Researcher and PhD Candidate: Psychology, Neuroscience, and Behaviour

I help CSM/Sales people get Customer Success Jobs WITHOUT networking with my F.I.R.E career coaching framework 🔥 $4.5M in client Salaries • 66 successful clients 🎉 Proof👇

Searching For A CSM Job?

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* All the content and resources I provide reflect my own voice and personal brand and not my employers

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