Customer Success Manager
Horizon Cloud Platforms · Austin, TX
Mar, 2022 · Present
• Own a book of 45 mid-market SaaS accounts (~$6.2M ARR); run QBRs, adoption reviews, and expansion plays with AEs.
• Cut logo churn from 11% to 6.4% YoY by rebuilding the 90-day onboarding checklist and health-score alerts.
• Drove $1.1M net expansion in FY25 through seat growth, module upsells, and multi-year renewals.
• Built a shared Slack-to-ticket escalation path with Support that cut P1 response time by 28%.
• Coached two CS associates on discovery notes, risk flags, and executive stakeholder mapping.
Customer Success Associate
Brightpath Analytics · Austin, TX
Jun, 2019 · Feb, 2022
• Managed onboarding for 60+ SMB analytics customers; average time-to-first-value reduced from 21 to 12 days.
• Maintained 96% renewal rate across assigned renewals by running proactive usage reviews before contract windows.
• Documented 40+ help articles and Loom walkthroughs that became the team’s default enablement pack.
• Partnered with Product on monthly feedback digests; three roadmap items shipped from recurring CSM themes.
Client Services Coordinator
Lone Star Digital Collective · Austin, TX
Aug, 2017 · May, 2019
• Coordinated kickoffs, status decks, and deliverable tracking for 15 agency retainers.
• Owned weekly client pulse emails and issue logs; improved on-time delivery from 82% to 94%.
• Trained new coordinators on CRM hygiene and handoff notes between sales and delivery.