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PathFactoryCustomer Success Manager
Jul. 2024 - Aug. 2025Toronto, Ontario, Canada
UberflipCustomer Success Manager
Jun. 2023 - Jul. 2024Toronto, Ontario, Canada
#paidCustomer Success Manager
Aug. 2020 - Jan. 2023Toronto, Ontario, Canada-Successfully catapulted customer retention rates • Enhance entire customer journeys via customer on-boarding processes to boost renewal/up-sell rates and minimize customer churn. • Analyze data-driven customer success metrics and KPIs, encompassing net and gross churn, net revenue retention, time to value, etc. • Secured additional MRR by facilitating the conversion of key accounts from monthly product subscribers to annual customers by using cross-selling and up-selling to boost value of customer purchases. • Organize product demonstrations and present success stories to prospective customers, effectively driving product value positioning. • Leveraged CRM systems and other relevant tools to track targeted contacts and manage daily activities identifying key touch points relevant for account expansion • Supported marketing activities • Segmented customers to identify and prioritize high-value customers and generated customized playbooks per segment/customer type. • Hired, created and led a new staff development training program for new hires coordinating activities of a cross-functional instructional team
#paidCustomer Success Manager
Aug. 2020 - Jan. 2023Toronto, Ontario, Canada-Successfully catapulted customer retention rates • Enhance entire customer journeys via customer on-boarding processes to boost renewal/up-sell rates and minimize customer churn. • Analyze data-driven customer success metrics and KPIs, encompassing net and gross churn, net revenue retention, time to value, etc. • Secured additional MRR by facilitating the conversion of key accounts from monthly product subscribers to annual customers by using cross-selling and up-selling to boost value of customer purchases. • Organize product demonstrations and present success stories to prospective customers, effectively driving product value positioning. • Leveraged CRM systems and other relevant tools to track targeted contacts and manage daily activities identifying key touch points relevant for account expansion • Supported marketing activities • Segmented customers to identify and prioritize high-value customers and generated customized playbooks per segment/customer type. • Hired, created and led a new staff development training program for new hires coordinating activities of a cross-functional instructional team
#paidAccount Manager
Mar. 2020 - Aug. 2020Toronto, Ontario, Canada• Played an integral role in the client experience team’s activities and collaborated with account executives and cross-functional teams specifically sales. • Managed customer ad set up, implementation/ execution and tracking via Facebook Ad's Manager (Meta) • Oversaw the strategic planning and implementation of lead-generating social media campaigns to achieve customer KPI's • Tracked and improved NPS scores, boosting positive online customer satisfaction ratings, achieving an average of 9/10 • Increased account volume via post-sale customer discovery and up-selling, spend across book of business while in this role • Highly contributed to engineering team efforts in facilitating continuous enhancement of the SaaS platform’s features and functionalities.
#paidAccount Manager
Mar. 2020 - Aug. 2020Toronto, Ontario, Canada• Played an integral role in the client experience team’s activities and collaborated with account executives and cross-functional teams specifically sales. • Managed customer ad set up, implementation/ execution and tracking via Facebook Ad's Manager (Meta) • Oversaw the strategic planning and implementation of lead-generating social media campaigns to achieve customer KPI's • Tracked and improved NPS scores, boosting positive online customer satisfaction ratings, achieving an average of 9/10 • Increased account volume via post-sale customer discovery and up-selling, spend across book of business while in this role • Highly contributed to engineering team efforts in facilitating continuous enhancement of the SaaS platform’s features and functionalities.
#paidProgram Execution Coordinator
Jan. 2019 - Mar. 2020
#paidProgram Execution Coordinator
Jan. 2019 - Mar. 2020
#paidJr. Account Coordinator
Mar. 2018 - Jan. 2019Toronto, Canada Area
#paidJr. Account Coordinator
Mar. 2018 - Jan. 2019Toronto, Canada Area
#paidIntern
Dec. 2017 - Feb. 2018
#paidIntern
Dec. 2017 - Feb. 2018
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