Customer Experience: Client Onboarding, Retention, Churn Reduction
SaaS & Tools: Salesforce, GHL, Data Analytics, Jira
Client Relations: Account Management, Negotiation, Stakeholder Communication, Problem-solving
Process & Performance: Cross-Functional Collaboration, KPI Tracking
Customer Experience and Success Manager with 7+ years of experience managing high-value clients in SaaS and real estate. Skilled in onboarding, adoption, retention, and growth strategies that drive ROI and client satisfaction. Proven track record of reducing churn, increasing upsell revenue, and building long-term relationships.
• Finished Bachelor of Science in Business Administration major in Financial Management
Managed residential property portfolios, coordinating tenants, vendors, and contractors.
Facilitated major transactions with seamless contract negotiation and closings.
Managed and resolved tenant service requests in a timely manner. Ensured prompt resolution of property-related issues to maintain tenant satisfaction.
Built long-term client relationships, generating repeat business and referrals.
Managed 50+ enterprise clients, serving as primary contact to drive adoption and engagement.
Increased client retention to 95% through proactive onboarding and personalized support.
Identified upsell opportunities, increasing revenue by 20%.
Collected actionable client feedback to drive product and process improvements.
Owned enterprise accounts, maintaining and growing monthly recurring revenue.
Reduced churn by 15% via proactive engagement and lifecycle management.
Partnered cross-functionally with Sales, Product, Support, and Operations to improve customer success outcomes.
Tracked and analyzed onboarding, adoption, and retention metrics to optimize customer experience processes.
Provided basic technical support and troubleshooting for clients, resolving issues related to platform usage, access, and system errors
Acted as the first point of contact for technical concerns, triaging issues and escalating complex cases to engineering teams
Diagnosed and resolved user-reported issues by analyzing logs, workflows, and system behavior
Optimized Google Ads campaigns via ad copy, keyword, bid, and performance analysis.
Executed multi-channel advertising campaigns, improving campaign performance by 12%.
Analyzed customer behavior to identify potential audiences and enhance ROI.