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Managed a high-risk customer portfolio valued at over $2M, reducing churn risk by and improving platform ROI through proactive engagement and data-driven strategies
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Partnered with Enterprise, Global, and Growth segment customers to identify efficiency opportunities and improvements within Customer Success organizations
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Conducted comprehensive requirement discovery and performance analysis to design and implement end-to-end Gainsight CS configurations aligned with business objectives, achieving measurable improvements in customer retention and satisfaction for the Customers
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Collaborated cross-functionally with product, support, and other implementation teams to resolve critical issues, enhance customer experience, and increase adoption metrics
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Worked as an SME and Developed repeatable processes and solution frameworks to standardize best practices, improving delivery quality and reducing implementation time
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Ensured timely execution of strategic deliverables while maintaining customer satisfaction scores and high engagement levels
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Partnered with Executive Customer leadership to manage stakeholder expectations, aligning Gainsight CS configurations with their Customer Success strategies and facilitating best practice and strategy improvement sessions
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Executed full lifecycle Gainsight CS end-to-end implementations, configuring platform features to meet complex business requirements and drive scalable customer success outcomes