Customer Success Manager

ISAIAH ARCHULETA

CUSTOMER SUCCESS MANAGER

Union City, CA 510-***-**** ************@*****.*** linkedin.com/in/isaiah-archuleta/in Strategic customer success manager with experience leading key growth initiatives with a passion for cloud-based computer software solutions. Known as an expert in delivering innovative, reliable, cost-effective strategies that drive business growth and improve customer engagement in a dynamic environment. Curious, hands-on, and committed with proven management and sales experience that builds and leads motivated teams. Highly praised for work ethic, ability to analyze data, creative problem-solving and communication skills, and ability to build relationships. CORE COMPETENCIES

● Account Management

● Forecasting & Budgets

● Revenue Growth

● Risk Mitigation

● Strategic Planning

● Project Management

● Partnership Development

● Process Development

PROFESSIONAL EXPERIENCE

Cisco Duo Security, San Francisco, CA 2022 – Present SENIOR CUSTOMER SUCCESS MANAGER

● Managed $11.68M of Annual Contract Value (ACV) business, increasing customer retention, risk mitigation, and identifying potential churn risks, resulting in $5.5M (47%) savings in ARR.

● Increased revenue by $1.5M (12.8% increase) by securing and stabilizing 7 high-risk accounts.

● Achieved 97% adoption rate among 213 CX team members with development and implementation of first feature adoption chart.

● Recognized by leadership and earned outstanding Customer Success (CS) award in 2023 for introducing and leading first fireside chat initiative.

● Built and revamped Executive Business Review (EBR) deck, an Exit Interview Playbook, and lunch and learn’s to 12K CS team members with 88% adoption.

● Incorporated customer success process to avoid risk of 9 large Enterprise Global accounts ($8.3M collectively).

● Exceeded EBR goals by 250% in Q2 2022 and Q2 2024, earning "Diva of the Week" award 2X in 2022. Instrumental, Inc., Palo Alto, CA 2021 – 2022

SENIOR CUSTOMER SUCCESS MANAGER

● Conducted CSM customer kick-offs for 40 attendees from 2 continents including technical onboarding, hardware deployments, technical validations, and training workshops.

● Created Learning Management System (LMS) tool to achieve Management By Objectives (MBO) and goals.

● Built and launched the first customer success training program for 8 new hires.

● Cultivated relationships with 16 accounts and reviewed customer’s Proof of Concept (POC) for defects, anomalies, alignments errors, and technical errors daily, resolving all issues in <24 hours.

● Managed 23 programs within Instrumental application including largest program with 12 projects and $2.1M in ARR.

● Maintained 98% retention rate with 93% average customer satisfaction score for clients..

● Collaborated with a team of 6 on customer accounts, 10 Executive Business Reviews (EBR), and final reports, resulting in close wins of $1.1M in expansion business in Q4 2021. Proofpoint, Sunnyvale, CA 2017 – 2021

COMPETITIVE INTELLIGENCE SPECIALIST - Mimecast

● Closed $1.3M in business in 6 months and revamped training program and launched Mimecast Academy Training pilot test consisting of 2-day training for 2200 US-based employees, earning recognition by executive leadership.

● Prepared competitive analysis and reports for senior management team of 25+, facilitating strategic discussions on market trends and emerging opportunities.

● Collaborated with 12+ senior product marketing, pricing, and packaging strategists to address competitive issues, utilizing deep knowledge of competition and go-to-market approaches.

● Maintained 98.3% forecasting accuracy by delivering recommendations and product management, marketing, sales, and executive teams.

ISAIAH ARCHULETA 510-***-**** PAGE TWO

SENIOR ADD-ON ACCOUNT/CUSTOMER SUCCESS MANAGER (CSM) - Northwest, promoted 2021

● Managed security portfolio of 30 email, archive, social, DLP, and training products with cloud and hardware deployments,

● Exceeded quota by 127% and secured Top 2 in team rankings.

● Conducted CSM health checks and technical onboarding for 160 accounts, generating 100% of add-on business through cross-selling commercial midsize to enterprise market accounts.

● Closed $143K deal with STE Michelle Wine Estate through relationship building and consultative selling. ADDITIONAL EXPERIENCE

Anodot, Sunnyvale, CA 2016 – 2017

INSIDE SALES MANAGER - North America

● Achieved 75% in pipeline growth and won $840K in opportunities with 7 new logos.

● Directed and trained 3 inside sales representatives on sales methodologies, product offerings, and keys to success. Sumo Logic, Redwood City, CA 2015 – 2016

SENIOR ACCOUNT EXECUTIVE HYBRID SALES - Northeast

● Developed and executed email campaigns, calls, and meetings to attain 100% revenue quota and close $500K in new opportunities with 14 new logos.

● Planned AWS partner event in Boston with 80+ attendees, meeting with prospects and clients to drive sales. VSS Monitoring, Sunnyvale, CA 2012 – 2014

ENTERPRISE SALES MANAGER - USA/INSIDE SALES ENGINEER (SE)

● Implemented Always Be Selling (ABS) and MEDDIC sales methodologies to achieve 55% in pipeline growth.

● Led sales team to achieve $1M quota.

Check Point Software Technologies, Inc., Redwood City, CA 2007 – 2012 SENIOR ACCOUNT EXECUTIVE HYBRID SALES - Western Region/Canada

● Initiated and managed 350+ weekly calls and closed $1.2M+ in annual sales, receiving Telesales Representative of the Year Award.

EDUCATION CERTIFICATIONS

CISCO CERTIFICATIONS (Issued August 2024, expire August 2027)

● AI/ML Fundamentals

● Data Literacy Green Belt

● Data Science @Cisco Generative AI Green Belt

LINKEDIN CERTIFICATIONS

● Generative AI: Working with Large Language Models (August 2024)

● Introduction to Prompt Engineering for Generative AI (August 2024)

● Privacy, Governance, and Compliance: Data Classification and Inventory (August 2024)

● Get Ready for Generative AI (July 2024)

● Beating Procrastination Sales Customer Success (February 2024)

● Onboarding and Adoption Best Practices in Customer Success Management (March 2022)

● Avoiding Common Pitfalls in Customer Success Management (March 2022)

● Customer Success Management Fundamentals (March 2022) O’REILLY

● Hilary Mason ADV ML (July 2024)

Certified Information Systems Security Professional (CISSP), Training Camp, December 2020 Public Speaking, Leadership Development, and Skill Building, Toastmasters International, December 2012 Inside Sales Management Training, Checkpoint Alumni School, December 2011 Professional Business Writing Solutions, American Management Association (AMA), December 2009 Dental Assisting Program, Heald College, 2004 - 2005

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