Years of experience: 17

Content WriterCopywriterCopywritingCustomer Retention SpecialistCustomer Care SpecialistClient Relations Specialist

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Erin's Career Path
Director of Customer SuccessJan. 2024 -
Present
PenLinkDirector of Customer Success
Build and lead customer success team focused on customer and revenue retention and growth via onboarding, engagement, training, adoptions, and growth strategies. Identify and evaluate metrics to mitigate risk and develop strategic initiatives to reduce risk and increase retention. Establish best practices for increasing customer usage, product engagement, and meaningful value-driven relations...
Manager, Customer Success North AmericaJun. 2022 -
Jan. 2024
PenLinkManager, Customer Success North America
Responsible for rapidly growing Customer Success team, including leadership, expansion, and mentoring. Establish and achieve annual retention goals by tracking metrics and KPIs for customer success team, including engagement metrics, adoption and usage statistics, and risk scoring. Establish processes for mitigating churn risk and developing upsell and cross-sell opportunities. Work with cros...
Team Lead, Client Success ManagersMar. 2021 -
Jun. 2022
Thomson ReutersTeam Lead, Client Success Managers
Lead a team of successful client success managers, reaching 100% of retention and upsell targets for SaaS-based book of business in 2021. Collaborate with operations teams to update customer success CRM and automate risk-scoring. Develop strategic initiatives to update and roll out situation-based playbooks to reduce identified risk across book of business. Establish best practices for drivin...

Erin's Posts

  • How I can help you

    Develop end-to-end customer journeys emphasizing usage, adoption, and reducing churn. Identify upsell, cross-sell opportunities. Possess extensive experience in legal, government, security, and investigative sectors. Expertise in revenue retention and growth.

  • People I am looking for

    Seeking partnerships with businesses of all sizes operating on SaaS or consumption-based models.

  • Experience & Cases

    Achievements: - Built a team achieving 100% net revenue retention. - Enhanced CRM for consistent interactions and data. - Navigated changes like mergers, acquisitions, and growth

  • How to contact

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