Customer Success Manager

Professional summary Results-driven Senior Customer Success Manager with over 27 years of experience in Customer Success Management, Client Relationship Management (CRM), and Digital Transformation. Skilled in Retention Strategies, SaaS Implementation, Strategic Planning, and Customer Journey Optimization, leveraging AI-Powered Insights with tools like Salesforce, Gainsight, and HubSpot for hyper-personalized Client Lifecycle Management, Stakeholder Engagement, and Data-Driven Decision Making. Proven track record managing portfolios worth over $10M annually, with expertise in Customer Advocacy, Upselling/Cross-Selling Strategies, and Team Leadership.

Employment history

Nov 2021 - Feb 2024 Senior Enterprise Customer Success Manager, Upstart Remote

• Reduced costs by 15% ($2M savings) using Salesforce AI for Strategic Planning and process optimization.

• Boosted retention by 25% (50+ clients) with Gainsight AI Retention Strategies and dynamic Customer Journey Optimization.

• Increased customer lifetime value by 40% ($5M revenue growth) via HubSpot Data-Driven Decision Making and Upselling/Cross-Selling Strategies.

• Cut time-to-value by 50% (from 60 to 30 days) with Pendo SaaS Implementation and in-app guidance.

• Accelerated issue resolution by 30% (100+ cases monthly) via Zendesk AI and Jira agile workflows for Stakeholder Engagement.

• Improved product development with ChurnZero Customer Health Scoring (90% client response rate) and actionable Customer Insights.

Feb 2018 - Nov 2021 Senior Director Customer Success - Public Sector, Fiserv Orlando

• Enhanced client satisfaction by 30% and retention by 20% (80+ public sector accounts) with Retention Strategies and Customer Advocacy.

• Led Digital Transformation for fintech solutions, upgrading 50+ financial systems with integrated CRM tools.

• Optimized processes with Data Analytics, boosting ROI by 35% ($3M annual gain).

• Revolutionized financial systems, reducing processing times by 25% with automated workflows and Team Leadership.

Jun 2013 - Feb 2018 Senior Manager Customer Success - Public Sector, U.S. Bank Atlanta

• Improved client satisfaction by 25% and retention by 15% (70+ accounts) via Account Management and Customer Health Scoring.

• Delivered ROI gains of 30% ($2.5M) with Customer Success initiatives and Mentoring junior staff.

Scott Runyon

Senior Customer Success

Manager

725 Highland Ter, Titusville, United States, 32796 321-***-****

*****.*.******@******.***

• Streamlined support, reducing response times by 40% with Stakeholder Engagement.

• Leveraged Data Visualization (Tableau, Power BI) to lead public sector solutions, increasing adoption by 60%.

Mar 1997 - Jun 2013 Senior Account Executive, Anderson Merchandisers Amarillo

• Drove revenue growth by 20% ($4M annually) with strategic Account Management.

• Exceeded expectations, achieving 95% client satisfaction through Creative Problem Solving.

• Enhanced performance by 30% with data-driven Market Research across 200+ accounts and Team Leadership.

Skills Customer Success

Management Client

Onboarding & Training

Stakeholder Engagement

Client Relationship

Management (CRM) SaaS

Implementation Digital

Transformation

Retention Strategies

Customer Advocacy

Customer Journey

Optimization

Data-Driven Decision Making

Customer Health Scoring

Upselling/Cross-Selling

Strategies

Project Management Team

Leadership Mentoring

Negotiation Financial

Analysis Change

Management

KPI Development &

Performance Metrics AI-

Powered Insights

Tools: Salesforce HubSpot

Gainsight ChurnZero

Pendo Jira Tableau Power

BI Microsoft Suite Zendesk

Education

1991 - 1994 Economics

University of Central Florida, Orlando

1994 - 1997 Political Science

University of Central Florida

Certifications

Salesforce Certified Administrator

HubSpot Customer Success Software Certification

Gainsight Customer Success Foundations

ChurnZero Customer Success Certification

Pendo Product Adoption Certification

Atlassian Certified Jira Administrator

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