Customer Success Strategic Account

Courtney C. Melanson

Windham, NH 410-***-**** *********@*****.*** LinkedIn

ENTERPRISE SALES STRATEGIC ACCOUNT MANAGEMENT REVENUE GROWTH AND BUSINESS EXPANSION Accomplished sales and CS leader with 15+ years of experience managing high-value enterprise SaaS accounts and helping businesses grow. Known for turning chaos into clarity and delivering measurable results. Skilled in consultative selling, C-level relationship management, and aligning customer needs with the right SaaS solutions. Focused on problem-solving, driving revenue, and creating long-term client success. Seeking a Sr. Account Executive or similar role. KEY SKILLS

Enterprise SaaS Sales New Business & Expansion Strategic Account Management C-Level Relationships Team Leadership & Mentoring Complex Solution Selling Multi-Stakeholder Negotiations Territory Development Forecasting & Pipeline Management Salesforce HubSpot Retention & Renewals Upselling & Cross-Selling Client Revenue Growth GTM Execution Cross-Functional Collaboration Employee & Client Onboarding Microsoft Office 365 Cloud Collaboration Generative AI & Machine Learning (Foundational Knowledge) PROFESSIONAL EXPERIENCE

Bridgeway Benefit Technologies, LLC

Director of Customer Success

October 2023 – March 2025

• Exceeded sales quotas and achieved all KPIs set for the Customer Success Organization

• Oversaw $55M in ARR across 350+ enterprise SaaS clients; built and led a team of 11 CSMs focused on retention, expansion, and consultative revenue growth

• Served as a core member of the Business Leadership Team (BLT), contributing to company-wide strategy and operations

• Partnered closely with Sales and CS leaders to identify upsell and cross-sell opportunities

• Led CSO post-merger integration efforts, streamlining processes and driving cross-platform collaboration

• Designed and launched a CSM onboarding program, accelerating ramp time and team performance Senior Customer Success Manager

October 2019 – October 2023

• Reported directly to Bridgeway’s CEO, driving strategic decision-making and cross-department alignment

• Owned a $15M portfolio of strategic SaaS accounts, with direct responsibility for growth, renewal, and customer expansion

• Drove $400K+ in annual consulting revenue by identifying client pain points and positioning high-value solutions

• Mentored and led a team of 7 business consultants and helped shape sales-to-CS conversion strategy Customer Success Manager I and II

December 2015 – October 2019

• Managed 18 enterprise accounts; exceeded retention and expansion targets year-over-year

• Led over 50 solution expansion projects, guiding clients through adoption and upsell decisions

• Acted as strategic trusted advisor to clients, understanding their business needs and aligning basys solutions that aligned with clients’ operational goals and organizational metrics Strategic Enterprise Account Manager

October 2013 –December 2015

• Drove revenue growth and retention by managing Bridgeway’s largest enterprise SaaS accounts

• Led high-impact C-level business reviews to highlight ROI, reinforce value, and uncover expansion opportunities

• Surpassed annual sales quotas by 14% in 2014 and 28% in 2015 through consultative, relationship-based selling Forrester Research

Account Manager – Emerging Tech Vendors

March 2011 – September 2013

Managed a diverse portfolio of 25+ strategic tech vendors, including Fortune 100-500 companies and high- growth SaaS startups

Grew client spend by 22% by tailoring Forrester services to executive business goals and GTM strategy

Achieved 119% of revenue target through client renewals, upsells, and stakeholder expansion Staples Business Advantage (SBA)

Business Development Associate

Top-performing sales rep in the B2B solutions space, earning multiple district and company-wide awards for outstanding performance

Recognized as BDA of the Month (Aug & Sept 2009), Quarterly Winner (Q3 2009), and BDA of the Year (South Central Region, 2009-2010

Eyetel Imaging

Inside Sales Representative

September 2006 – December 2007

Sold diagnostic medical devices to optometry practices nationwide, focusing on diabetic retinopathy screening solutions

Built and managed a full sales cycle, from cold outreach to closing deals and onboarding new accounts

Exceeded annual sales target, finishing the year at 105% to goal EDUCATION

Bachelor of Science in Business Administration, Towson University, May 2006 PUBLICATIONS

Digital Detox: A Guide to Raising Happy Kids in a Screen-Obsessed World — Author (available on Amazon) Wrote and published a practical guide for modern parents, blending research and relatable insights to help families build healthier relationships with technology. The book supports family wellness, digital balance, and responsible tech use— reinforcing broader themes of social care, child development, and modern parenting in a digital world

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