Recharge

• 1.6% churn (2024)
• $1.1M expansion (2024)
• $4.9M risk salvage (2024)
• CSAT score of 9.1 (2024)
• Top multi-year contract volume across all CSMs (2024)
• Secured largest renewal in company history (2024)
• 1.1% churn (2023)
• $425K expansion (2023)
• $2.1M risk salvage (2023)
• CSAT score of 8.6 (2023)
• President’s Club (2023)
• Converted 96% of monthly contracts to annual or multi-year
• Closed largest contract in company history (2023)
• Managed 51 EMEA accounts ($16M portfolio, largest team-wide)
• Revived neglected EU merchant relationships post-churn
• Built EMEA roadmap (currency, language, payments)
• Created EU customer advisory board to shape product direction
• Mentored 5 junior AMs bi-weekly on strategy and best practices

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

$12.9M+ secured salary for 123 CSMs | The F.I.R.E Method 🔥 | Transform from an underpaid & overworked CSM, to a top-earning professional | Without networking 🙃

I've helped 125 CSM's land jobs in 2 years. 

Find out how they did it: https://youtu.be/wOhdObYpFGk

Most job seekers want comfort.
I give them results.

A CSM cried at their desk after the Zoom call ended.⁣..
⁣
⁣
45 minutes of pure rage.⁣
Blamed for sales over promising.⁣

Called incompetent by someone who can't even log in.⁣
⁣
Then apologized for THEIR frustration.⁣

This is the darkness nobody talks about.⁣
⁣
CSMs are professional punching bags making the company millions.
⁣
Your customer's having a bad quarter?⁣
Your fault.⁣
⁣
Product has bugs?⁣
Your fault.⁣
⁣
Their team won't adopt the platform?⁣
Your fault.⁣
⁣
CEO's buddy said the competitor is better?⁣

Definitely, your fault.⁣
⁣
And after absorbing everyone's anger all day, leadership wonders why we're burned out?⁣
⁣
Every CSM knows this feeling.⁣

The weight of being everyone's emotional dumping ground.⁣

The ride or die for your companies customers. ⁣
⁣
But we keep showing up.⁣

Because we actually care about customers succeeding.⁣
⁣
(And that's why we're worth 10x what they pay us)

Noah Little

$13.2M+ secured salary for 126 CSMs | The F.I.R.E Method 🔥 | Transform from an underpaid & overworked CSM, to a top-earning professional | Without networking or stalking recruiters 🙃 | LinkedIn isn’t real advocate

A CSM has exactly one job...but most people forget it.


Renew and expand accounts. 

That's it.

Your CEO doesn't care about NPS.
Your CFO doesn't care about Adoption.
Your VP doesn't care about "customer journeys."

They care about:

- Did they renew?
- Did they buy more?

Everything else is fake news.

"Strategic advisor"
"Trusted partner"
"Value driver"

These mean nothing when customers churn.

Every action you take either:

→ Moves toward renewal
→ Moves toward churn

No middle ground.

Death by a thousand cuts.
Or renewal by a thousand wins.

The CSMs making presidents club know this.

They don't waste time on:

- Vanity metrics
- Feel-good surveys

They focus on keeping revenue.

Because when the customer cancels, nobody cares how "strategic" you were.

Stop aiming for NPS scores and start collecting renewals.

Your customers don't give a furk about your NPS scores.
They care if you can fix their problem.


2025 reality check for CSMs:

Being "likeable" won't save your job.
Being technically competent will.

I watch CSMs die on this hill daily:

"I'm great at relationships!"
"My customers love me!"
"We're basically besties!"

Cool story.

Can you actually operate the product?

Because when shit breaks at 4pm on Friday, your customer doesn't need a friend.

They need someone who knows what button to click.

The CSMs surviving 2025:

- Know the product better than engineering
- Answer technical questions without "let me check"
- Build influence through expertise, not emoji reactions

The CSMs falling behind:

- Still scheduling QBRs nobody wants
- Hiding behind sentiment scores
- Forwarding every question to support

I'm an enterprise CSM.
Not retired.

Not theorizing from my couch.
Actually doing this job.

And I'm watching the "relationship managers" get replaced by AI chatbots.

You want to keep your $150K job?

Stop being a professional friend.
Start being a product expert.

Your customer's CFO doesn't care if you remember their birthday.

They care if you can show ROI.

(Most CSMs won't make this shift. That's why they'll be struggling in Q1)

Remote work isn’t the problem.
Your amateur leadership is...

(Big UK and NYC problem btw) 

They said:
 “We care about productivity.”

But what they meant was:
“We don’t trust our employees.”

You think forcing people into an office will fix:

-Your broken culture
-Your poor communication
-Your lack of systems
-Encourage BFF's

It won’t.

You’re optimizing for control, not outcomes.
You’re mistaking visibility for performance.
You’re not building a high-performing team.

You’re clinging to a 2019 playbook and wondering why it’s not working in 2025.

The world changed.
You didn’t.

That’s why you’re losing...and continue to do so.

Have a #blessed Sunday

I pray for your soul you don't have to go into an office tomorrow.

Your network will get you hired. (Biggest lie in job hunting)


I know VPs. Directors. C-suite executives.

You know what they don't have?

- Open roles that fit me
- Budget to create positions
- Time to champion my application

You know what they do have?

- Their own problems
- Their own networks to help first
- Zero obligation to help me

The math doesn't work (sorry Bill Nye)

Even if you know 100 executives:

- 95 don't have openings
- 4 have roles you don't fit
- 1 might help (maybe)

Meanwhile, I sent 2,000 applications and got hired.

No coffee chats.
No "picking brains."
No fake LinkedIn relationships.

Just applications. Every. Single. Day.

The game is the game: 

Your VP connection can't make you qualified.
Your director buddy can't pass the case study for you.
Your C-suite contact won't be in your interview.

What actually works:

Apply like your life depends on it.
Because it does.

The 1% with uncle CEOs? Sure, network away.

But for us muggles...

We're playing a numbers game.
And the only number that matters is applications sent.

Stop pretending you're that 1%.
Start acting like the 99% who need to grind.

How Jessica escaped a toxic $75K CSM role and landed a $120K job in 5 months:


Jessica was:
/ Burning out managing 90+ accounts
/ Getting blamed for product failures
/ Ready to quit being a CSM entirely

We lit the FIRE framework 🔥:

→ Fixed her confidence after gaslighting
→ Built an epic panel presentation
→ Role-played day and night 
→ Negotiated hard when they lowballed

Jessica faced 6 final rounds.
All rejected her.

She kept going.

Then the offer:

- $120K base ($145K OTE)
- 100% remote forever
- Unlimited PTO

The VP said her presentation was "the best they'd seen in 5 years of hiring."

This is why working with an ACTIVE enterprise CSM matters:

(Not a retired top 100 "influencer")

- I know what toxic looks like (I've escaped it)

- I understand the 2025 market (not 2019 theory)

- I negotiate like your rent depends on it (because it does)

The 6-figure CSM market is brutal.

Don't face it alone any longer.

DM me "JESSICA" and I'll send you the details.

Real strategies. Real results. No networking BS.

I was in my PhD for neuroscience (I hated it) 


That’s me in the cool sweater, and from the outside, it looked like I was on top of the world.

Lab work, experiments, writing journal articles… you know, the “dream.” 

But here’s the truth:

𝗜 𝗵𝗮𝘁𝗲𝗱 𝗶𝘁.

Other than mentoring my undergrad group, I was miserable. 

I knew it wasn’t for me. 

But my identity was 𝘴𝘰 𝘵𝘪𝘦𝘥 to being “Dr. Little"

My IQ, my future, my self-worth—it all felt wrapped up in that title.

It took me 𝟱 𝗺𝗼𝗻𝘁𝗵𝘀 to drop out.

The hardest decision I ever made, but also the best. Because I realized:

𝗬𝗼𝘂𝗿 𝘁𝗶𝘁𝗹𝗲 𝗶𝘀 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗹𝗲𝘀𝘀.

You aren’t your job title or the company logo on your email signature.

You’re a person—a parent, a friend, someone with 𝘴𝘰 𝘮𝘶𝘤𝘩 𝘮𝘰𝘳𝘦 to give.

I’m talking to you, CSMs.

I know what it feels like to deal with churn, fight through renewals, watch layoffs roll through, and wonder, “𝘈𝘮 𝘐 𝘯𝘦𝘹𝘵?”

But you stay because that title has become who you are.

Even though, you know you want to make a change.

Let me tell you something:

𝗬𝗼𝘂’𝗿𝗲 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝗹𝗼𝗼𝗸𝗶𝗻𝗴 𝗳𝗼𝗿 𝗮 𝘄𝗮𝘆 𝗼𝘂𝘁.

The moment you know your situation isn’t right, you’ve already started thinking about the jump.

It took me 5 months to drop out, but when I did, it changed everything.

And if you’re reading this, knowing you’re ready for a change?

𝗜𝘁’𝘀 𝘁𝗶𝗺𝗲 𝘁𝗼 𝗷𝘂𝗺𝗽.

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