Customer Success Manager

WILLIAM J. WRIGHTSTONE, III

Hummelstown, *****, PA, 717-***-****, *************@*****.***, https://www.linkedin.com/in/williamjwrightstone/

Dedicated Customer Success Manager with over 10 years of experience in driving significant revenue growth and enhancing client relationships. Skills include strategic customer engagement and data analysis, achieving $200MM+ in incremental sales through innovative loyalty campaigns at Sagarmatha. Proven track record in maintaining a 100% renewal rate and a Net Promoter Score of 9.5 at Commerce IQ. Committed to leveraging expertise to build strong partnerships and deliver exceptional client value.

WORK EXPERIENCE

Sagarmatha - Yaqum, Israel

Customer Business Partner ($200MM+ Incremental Sales) 04/2023 – Present

Orchestrated loyalty campaigns that delivered a combined incremental sales increase of over $200MM.

Cultivated front-line relationships with two US grocery retailer clients, fostering a profound understanding of their strategic needs and serving as their trusted professional advisor.

Championed the role of "The voice of the client," aligning internal and external stakeholders to achieve the client’s strategic goals.

Managed a Gantt Chart for the client’s personalized campaigns and projects, executing over 140 tailored initiatives.

Collaborated closely with various departments, including campaigns execution, analytics, data science, and product, to provide exemplary service.

Engaged in operational processes within the company to ensure optimal solutions for customers aligned with personalized campaign timelines.

Scrutinized data associated with Sagarmatha’s personalized campaign performance and shopper behavior to generate valuable marketing insights and recommendations for enhancing performance to support the client’s business strategy.

Formulated and delivered presentations to clients regularly, both remotely and on-site.

Commerce IQ - Mountain View, CA

Senior Customer Success Manager ($6.1MM in Annual Revenue) 05/2021 – 04/2023

Secured over $6.1MM in renewal revenue for the organization.

Achieved more than $2.5MM in revenue through upselling additional services.

Maintained a 100% renewal rate and a Net Promoter Score (NPS) of 9.5, reflecting high customer satisfaction.

Facilitated onboarding, consultation, and training for current and new users on SaaS platform capabilities, empowering them to leverage insights for continuous improvement in online market share.

Collaborated with clients to ensure delivery of over 4x ROI while identifying opportunities for adding further value to their business.

Engaged with notable clients including Mars Pet, Mars Food, Royal Canin, Fellowes Brands, Edgewell Personal Care Brands LLC., PepsiCo, and Wells Enterprises.

Orchestrated quarterly business reviews with client senior leadership, accommodating over 43 sessions where commercial objectives and account opportunities were discussed.

Quotient Technology Inc - Mountain View, CA

Customer Success Manager ($10MM Annual Revenue) 10/2018 – 05/2021

Contributed to driving $10M in revenue through retail media and digital coupon campaigns.

Provided tailored consultations to clients, leveraging data to articulate a compelling narrative around our value proposition.

Secured campaign renewals, upsells, and fresh opportunities by delivering a ROI greater than 3:1.

Supported sales leaders and clients in day-to-day operations and optimizations, enhancing overall client satisfaction.

Managed client inquiries regarding billing issues, including invoicing questions and billing triage.

Oversaw opportunities in Salesforce to track engagement and follow-ups.

Conducted thorough analyses of campaign performance, providing actionable insights and recommendations for next steps.

Designed and developed proposals in collaboration with the Client and Sales Director.

Teamed up with internal support teams, including Marketing, Finance, Legal, and Operations, to deliver exceptional service to our customers

Rite Aid Corporation - Camp Hill, PA

Manager of Customer Relationship Marketing Operations 01/2015 – 10/2018

Crafted strategic personalized campaigns tailored to consumers through an omni-channel approach, utilizing a customer-centric perspective to segment audiences based on past transactional history and channel responsiveness to ascertain purchase intent and create look-alike models that resulted in:

oPartnered extensively with targeting leaders Symphony EYC and Catalina to construct various targeted marketing campaigns.

oExecuted over 12 cross-channel campaigns featuring personalized messages and offers across direct mail, email, Catalina front-end receipts, Point of Sale front-end receipts, and digital channels.

Generated over $48M in incremental sales through these marketing initiatives.

Led the development of new offer types, coordinating with cross-functional departments to establish processes and functionality supporting business initiatives, including significant utilization of Inmar for digital offers.

Collaborated with pharmacy leadership to design compelling and relevant messaging by assessing shopping behaviors, seasonality, and new service offerings.

Coordinated closely with advertising agency MARC USA and email service provider (ESP) to ensure timely campaign execution.

Reviewed and disseminated analytics related to campaign performances, extracting insights for future initiatives.

Assisted in defining requirements for a new ESP during the RFP process.

Supervised offer setup in various platforms such as Inmar Load2Card and Copient (Logix).

Rite Aid Corporation - Camp Hill, PA

Senior Customer Relationship Marketing Specialist 01/2011 – 12/2014

Engineered processes that facilitated the early stages of targeted marketing in email campaigns, register receipts, and CPG solo direct mail campaigns by mining loyalty transactional data.

Devised a thematic editorial calendar supporting six annual health condition platforms, holidays, and monthly newsletters.

Collaborated directly with advertising agencies and ESPs to deliver content and articles aligned with business needs, seasonality, relevance, and the established editorial calendar.

Worked closely with Category, Merchandising, and corresponding CPGs to formulate relevant and impactful savings propositions.

Developed processes with external and internal stakeholders to create serialized, one-time-use product level coupons to combat fraud.

Participated in a steering committee to support the introduction of new offer types, POS technology enhancements, and marketing operational systems.

EDUCATION

Capella University – Minneapolis, MN 01/2013 – 09/2015

Bachelor of Science, Business Management, Specialization in Marketing

Summa Cum Laude

SKILLS

Data Mining

SaaS

SalesForce

Digital Marketing

Project Development

Customer Relationship

Leadership Communication

Stakeholder Management

Analytics

Strategic Vision

Negotiation

Customer Success

Account Management

Customer Retention

CRM

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