Customer Success Manager, Customer Service Manager, Account Manager

Angelica Chambers

Indianapolis, IN 317-***-**** *****************@*****.***

linkedin.com/in/angelicatc

Client Success & Account Management Leader

Professional Summary

Proactive and data-driven customer success and account management professional with over 10 years of experience managing SaaS, healthcare, and retail accounts. Expert in client onboarding, lifecycle success, and expansion strategy. Skilled in building trust-based relationships, executing QBRs, and collaborating across teams to drive measurable results. Passionate about helping customers realize value through innovation, insight, and service.

Core Competencies

Customer Retention & Growth • SaaS Client Lifecycle Management • CRM (HubSpot, Salesforce)

Upselling & Revenue Expansion • Executive QBRs • Onboarding Optimization

Cross-Functional Collaboration • Digital Marketing & Engagement • Performance Analytics & Reporting

Professional Experience

●Client Success & Growth Manager Elizabeth Craft Designs, Remote 2018–2025

• Managed 80+ B2B accounts totaling $1.2M+ in ARR with 95% customer retention

• Drove 20% YoY upsell growth through proactive engagement and value alignment

• Reduced onboarding time by 25% and improved adoption rates by 30% via workflow optimization

• Conducted strategic QBRs with decision-makers to drive renewals and influence product roadmap

• Executed HubSpot campaigns to re-engage inactive clients and promote new features

• Partnered with product and sales teams to design customized success plans for key accounts

●Operations & Staffing Project Coordinator AMED Home Health, Houston, TX 2016–2018

• Coordinated credentialing and scheduling for over 100 staff members across multiple teams

• Enhanced staffing efficiency by 15% and ensured 98% payroll accuracy through precise tracking

• Acted as liaison between operations leadership and field staff, resolving logistical issues swiftly

●Regional Field Operations Lead U.S. Census Bureau, Conway, AR 2008–2015

• Led field operations for 50+ staff across a multi-county region during federal data collection projects

• Achieved 98% data accuracy and on-time project completion through rigorous oversight and training

• Designed community outreach strategies that improved engagement and compliance rates

●Multi-State Territory Sales Manager Alliance Rubber Co., Hot Springs, AR 2004–2007

• Increased regional sales by 20% through targeted relationship building and account development

• Delivered product education and support, aligning distributor needs with custom packaging solutions

• Managed pricing, forecasting, and quarterly growth planning with the corporate office

●Store Operations & Team Performance Manager TJ Maxx, Hot Springs, AR 1998–2004

• Led a team of 50+ employees in daily retail operations, including scheduling, training, and coaching

• Boosted customer satisfaction scores by 25% through service redesign and front-line team development

• Reduced turnover by implementing a performance-based training and leadership development program

Education & Certifications

• CCSM – Certified Customer Success Manager (2025)

• NCCER-CSST Certification

• Bachelor’s Degree (In Progress), Business Management

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