Customer Success Onboarding & Account Management

RILEY CONNELL

CUSTOMER SUCCESS ONBOARDING ACCOUNT MANAGEMENT

Charleston, SC 973-***-**** *****.*********@*****.*** linkedin.com/in/riley-connell PROFESSIONAL SUMMARY

Customer Success and account management professional with 5+ years of experience supporting SaaS, PropTech, financial services, and real estate clients. Managed 35+ portfolios representing $100M+ in contract value and delivered high-volume onboarding, training, issue resolution, and lifecycle support. Known for translating customer needs into clear action, coordinating across teams, and using performance data to strengthen adoption, retention, and client outcomes. CORE SKILLS

Customer Success Management Account Management Client Onboarding & Implementation Customer Adoption & Retention Renewals & Lifecycle Management Product Training Stakeholder Management Escalation Resolution Cross-Functional Collaboration

Voice of Customer Performance Reporting SaaS PropTech PROFESSIONAL EXPERIENCE

East Bridge Partners LLC Marketing & Client Success Consultant Jan 2024-Present Charleston, SC

Manage client relationships end to end for a portfolio of real estate professionals, builders, brokerages, and small businesses, from discovery and strategy through delivery and reporting.

Build social media and email programs that increased client reach by 120%; translate monthly performance data into recommendations that improve engagement, account growth, and client outcomes.

Coordinate content calendars, campaigns, approvals, and deliverables across multiple stakeholders; supported marketing tied to more than $10M in residential real estate under contract. REZI Client Success Manager Dec 2022-Oct 2023 New York, NY

Managed 35+ owner, investor, and property-management accounts from pre-onboarding through renewal, representing $100M+ in multifamily master lease contracts nationwide.

Led due diligence, contract assembly, and execution for 100+ multi-unit apartment communities; delivered 5+ virtual and in-person onboarding and training sessions each week.

Partnered with stakeholders across 8 cross-functional teams to resolve 10-15 daily account, finance, and leasing issues while maintaining clear communication and follow-through. Roofstock (Stessa) Customer Success Associate Apr 2022-Dec 2022 Oakland, CA

Maintained daily communication with 30+ accounts, contributing to a 10% improvement in customer retention through responsive support, onboarding, and product education.

Shared recurring customer feedback with Product to inform platform enhancements and improve adoption. Figure Lending Customer Success Associate I & II Aug 2021-Apr 2022 Charlotte, NC

Handled 40-50 daily customer inquiries across chat, phone, and email, supporting loan applications that contributed to $20M+ in new business while achieving 96% customer satisfaction. Verizon Network Real Estate Specialist Oct 2019-Aug 2021 Bedminster, NJ

Managed stakeholder and vendor relationships, coordinated projects, and resolved operational issues across a national real estate portfolio.

TECHNOLOGY

Salesforce HubSpot Google Workspace Microsoft 365 Slack Zoom Canva CapCut Rechat CRM Platforms Data Analysis & Reporting

EDUCATION & CREDENTIALS

College of Charleston B.S., Business Administration 2016 • Universitat Autònoma de Barcelona International Business Studies TEFL Certification International teaching experience, Thailand

Contact this candidate