Customer Success Manager

Joseph Pudlowski

***********@*****.*** • 708-***-**** • linkedin.com/in/joseph-pudlowski/

EXPERIENCE

XSELL Technologies (May 2020 – February 2025)

December 2022 to February 2025: Senior Customer Success Manager & Operations Partner Led a team of 6 Account Coordinators and 4 Analysts. Responsible for expanding revenue streams, identifying upsell and contract renewal opportunities, and optimizing product performance for the customer. Drove product adoption, enhanced client satisfaction, and managed relationships with key accounts.

● Grew revenue of established accounts by $1.5M annually through upselling and contract expansion.

● Boosted tool adherence from 50% to 80% through targeted data analysis and interdepartmental collaboration, increasing customer’s usage / reliance on our product & driving product value to forward onto expansion and renewal discussions.

● Transformed performance metrics into actionable strategies that enhanced service delivery and supported scalable operations.

● Leveraged data analysis to optimize resource allocation, reduced project delivery time by 33%, and reduce operational costs by 15% through improved internal processes. May 2020 to November 2022: Customer Success Manager & Analyst Responsible for conducting data analytics and project strategies in order to drive product adoption and support revenue growth on key accounts. Translated customer data into actionable insights for customer business plans. Restructured client contracts for revenue expansion and better alignment with customer goals.

● Developed Tableau dashboards and SQL-based reporting that led to a 12% increase in upsell conversions and a 15-point improvement in CSAT scores across multiple enterprise accounts.

● Structured and analyzed performance data, uncovering over $750K in annual revenue lift by identifying underperforming agent behaviors and recommending actionable coaching strategies.

● Implemented process optimizations to reduce costs and improve onboarding efficiency. United States Army, Sergeant, Infantry Squad Leader (October 2014 – February 2020) October 2014 to February 2020: Infantry Squad Leader Fort Hood, TX Led a team of 8 Soldiers during deployment and in simulated combat operations. Planned, coordinated, and conducted a comprehensive training program for a variety of combat and humanitarian missions.

● Directed training programs that enhanced team effectiveness and operational outcomes.

● Rated the most effective squad in the platoon during our annual gunnery/evaluation. TECHNICAL SKILLS

Agile methodology, Jira, Microsoft SQL Server, Snowflake, Python, Tableau, Google Workspace, SaaS platforms, Salesforce, Project Management, GitHub, AWS (S3, Lambda, Neptune), Protégé, Salesforce CRM, Customer Journey Mapping, Voice of Customer (VoC), OKRs, KPIs