SitecoreCustomer Success Manager
Oct. 2023 - Aug. 2024Boston, Massachusetts, United StatesResponsible for managing strategic accounts with $10.5M in annual recurring revenue, achieving 100% retention as within my books of business as a dedicated CSM. • Establishing and maintaining multi-threaded relationships with key stakeholders, such as champions, executive sponsors and decision makers, promoting business alignment through advocacy and transparent partnership. • Driving 28% year-over-year growth through effective management of adoption, retention, and upsells across a diverse portfolio of ~40 Enterprise & Mid-Market customers, leveraging deep customer insight and Sitecore product fit.
• Delivering a 20% reduction in churn risks through proactive engagement strategies, including regular strategic discovery sessions and executive value-realization reviews to enhance CX maturity and drive product adoption.