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Managed end-to-end customer lifecycle for a portfolio of 100+ enterprise accounts, serving as primary point of contact and trusted advisor to commercial and government sector clients
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Drove onboarding, adoption, retention, and revenue expansion across complex SaaS implementations
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Increased customer retention by ~15% by proactively managing churn risk using Gainsight analytics and health scoring, identifying at-risk accounts early, and executing remediation plans
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Reduced escalations by ~20% through cross-functional initiatives with Product, Engineering, and Sales teams to improve onboarding workflows and address root causes of customer challenges
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Led Quarterly Business Reviews (QBRs) with C-level, VP, and Director-level stakeholders, demonstrating ROI, aligning on business objectives, and identifying expansion opportunities
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Served as voice of the customer, translating business needs into technical requirements and collaborating with Product teams to execute enhancements based on real-world feedback
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Built KPI dashboards in Power BI to track engagement, churn trends, and customer health metrics, enabling data-driven strategic decisions
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Automated data workflows between Microsoft Dynamics 365 and Gainsight using Power Automate, improving data accuracy and reducing manual effort
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Managed and coached a team of 8 customer success professionals, overseeing onboarding, performance management, and professional development