Keisha Monroe

Own a book of 45 mid-market SaaS accounts (~$3.2M ARR) with 96% gross retention and 118% net retention over the last four quarters. Built a 90-day onboarding playbook that cut time-to-first-value from 47 to 28 days and reduced early churn by 22%. Run quarterly business reviews with executive sponsors; sourced $640K in expansion ARR through usage-based upsell and seat growth. Partner with Product on a closed-loop feedback channel; shipped 8 customer-requested improvements that lifted NPS from 42 to 58.

Managed onboarding and adoption for 60+ SMB accounts on a workflow automation platform. Created renewal risk scoring using product usage + support tickets; improved at-risk save rate from 51% to 74%. Led biweekly office hours and a customer community Slack that grew to 900+ active members. Collaborated with Sales on handoff quality; reduced “mis-sold” escalations by 35%.

Resolved 40–50 tickets/week across email and chat for a regional MSP client base (avg CSAT 4.7/5). Wrote 30+ knowledge-base articles that deflected ~18% of repeat Tier-1 volume. Promoted into a customer-facing success track after consistently owning complex account escalations.