Customer Success Manager
Resume:
TRACY GARBER
508-***-**** • ***********@*****.*** • https://www.linkedin.com/in/tracycsm/
SUMMARY
Driving Success Through Value-Driven Engagement & Relationship Building Customer Success professional with a proactive, customer-first mindset and a strong track record of aligning goals with long-term value. Experienced in leading enterprise and mid-market accounts and fostering strategic relationships. Skilled in driving the complete customer lifecycle—from onboarding and implementation to training and ongoing engagement—focused on accelerating time-to-value and promoting best practices. Leveraged product expertise and cross-functional collaboration to deliver impactful solutions that supported retention and growth. Technically adept with tools like Salesforce, Gainsight, Tableau, and Power BI, and quick to learn new platforms to improve efficiency and insights. STRENGTHS & FOCUSES
Strategic Account Management Cross-Functional Collaboration Proven Team Leader & Mentor Enterprise & Mid-Market Effective Communicator Innovative & Resourceful Onboarding & Training Data-Driven Strategist Creative Problem Solver WORK EXPERIENCE
LastPass, Boston, MA August 2023 – November 2024
Enterprise Customer Success Manager
Promoted to Enterprise team based on strong performance; drove retention and growth strategies across 50+ accounts ($3.5M ARR), increasing renewal predictability and executive engagement.
Exceeded quarterly targets by driving successful onboarding, maximizing product adoption, and maintaining high customer retention rates.
Led strategic quarterly business reviews (QBRs) that aligned executive stakeholders around key goals, increasing admin engagement by 50% and uncovering expansion opportunities.
Delivered strategic, role-based training webinars that improved admin/user proficiency and drove a measurable increase in feature adoption across key accounts.
Created scalable onboarding and engagement materials, which accelerated time-to-value and were adopted by team peers, enhancing consistency and productivity.
Leveraged customer usage data and health trends to proactively guide high-risk accounts, contributing to a 20% reduction in churn.
Collaborated cross-functionally with product, engineering, and support teams to advocate for customer needs, resulting in improved usability and prioritized feature delivery.
My position was eliminated in November 2024 due to a company-wide reduction in force. Senior Customer Success Manager April 2022 – August 2023
Earned promotion through demonstrated leadership and innovation, consistently driving adoption and retention across a portfolio of key mid-market accounts.
Led projects to identify team-wide knowledge gaps and process inefficiencies, implementing coaching and support initiatives that enhanced overall service delivery.
Interviewed, onboarded, and mentored new hires, fostering a culture of knowledge sharing and professional growth, which enhanced team performance and expedited new hire integration.
Expertly managed customer relationships during a high-profile security incident, maintaining trust and transparency while addressing concerns and driving retention efforts. TRACY GARBER 508-***-**** · ***********@*****.*** WORK EXPERIENCE (CONTINUED)
GoTo (formerly LogMeIn), Boston, MA April 2019 – April 2022 LastPass Customer Success Manager
Consistently exceeded team retention goals, maintaining renewal rates above 90% quarter over quarter, contributing to long-term client retention.
Achieved 100% onboarding and adoption rates within 60 days for all new accounts, ensuring timely deployment and effective use of LastPass across diverse industries.
Managed the lifecycle of a diverse client portfolio, working closely with key stakeholders to address complex issues, support escalations, align on business objectives, and drive product adoption.
Led personalized onboarding sessions for new LastPass business customers, ensuring seamless integrations, best security practices, and tailored solutions to meet client needs, achieving implementation success.
Created and implemented a quarterly outreach program for CSM-owned accounts, doubling customer interactions and strengthening engagement.
Revamped the 'LastPass Deployment Guide,' delivering a comprehensive project plan for administrators that streamlined onboarding, optimized integrations, and provided best practices for training and communication.
LastPass separated from GoTo and was established as an independent cloud security company. Performance Food Group (PFG), Springfield, MA October 2016 – August 2018 Area Sales Manager
Achieved Circle of Excellence recognition as a top sales performer in the 2017-2018 fiscal year by opening 16 new accounts within the first 12 months, surpassing first-year sales targets by 100% and delivering 30% year-over-year growth.
Conducted targeted sales calls and visits with existing and prospective accounts, driving business development and consistently meeting or exceeding sales and profit targets.
Successfully managed time and resources to expand the customer base, meet sales goals, and deliver exceptional service, building strong professional relationships with owners, managers, chefs, and staff.
Generated additional revenue and deepened account penetration by analyzing customer needs to introduce new product lines while ensuring fair pricing, efficient payment collection, and credit term compliance.
Picis Clinical Solutions, Wakefield, MA September 2005 – October 2016 Clinical Solution Analyst and Software Support
Established trusted, long-term relationships as the primary contact for 30+ hospitals across the U.S. and Canada, achieving over 95% positive support survey ratings.
Provided expert front-end application support, troubleshooting, and best practices for complex perioperative software, along with advanced back-end support for applications, data extracts, and HL-7 interfaces via Microsoft SQL Server.
Collaborated with multi-disciplinary teams to drive customer success by facilitating upgrades, identifying sales and training opportunities, and resolving issues across multiple applications and interfaces.
Lead content contributor to the product Knowledge Base for all supported applications.
Oversaw client training, release documentation, and software quality control testing for enhancements and bug fixes related to the Dietary Manager application. EDUCATION
The University of Florida, Gainesville, FL
Bachelor of Science (BS), Food Science and Human Nutrition Resume – Tracy Garber Page 2
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