Senior Customer Success Leader Enterprise & Mid-Market

Andrea Evans - Page #*

Andrea Evans

Senior Customer Success Manager – Enterprise & Mid-Market

Federal Way, WA 360-***-**** **********@*****.*** linkedin.com/in/andyev1003 Summary:

Senior Customer Success Manager with 10+ years driving customer retention, satisfaction, and value realization through proactive engagement and cross functional partnership. Managed a $7M ARR portfolio and consistently achieved 105–115% renewal quota with 95%+ GRR. Known for reducing high severity escalations, strengthening customer health, and building scalable playbooks that accelerate time to value. Skilled at translating telemetry into ROI narratives (Pendo, Power BI), guiding executive conversations, and partnering cross functionally to influence product priorities.

Core Competencies:

• Customer Success: Lifecycle planning; renewal strategy; expansion motions; executive business reviews; customer advocacy

• Implementation & Integrations: API integrations; implementation partnerships; multi site rollouts; onboarding playbooks; time to value acceleration

• Analytics & Telemetry: Pendo event tracking; Power BI dashboards; usage analytics; customer health scoring; ROI modeling

• Cross Functional Leadership: Product roadmap influence; engineering collaboration; GTM alignment; sales enablement

• Operational Excellence: Escalation management; runbook creation; root cause analysis; change management; process optimization

• Tools: Salesforce; Pendo; Power BI; Jira; Confluence; Asana Professional Experience:

Sr. Customer Success Manager — Zonar Systems Jan 2024 – Aug 2025 Remote (Federal Way, WA)

• Owned a $6M ARR portfolio across 3 enterprise and 80 mid-market accounts; contributed to 95%+ GRR and consistently achieved 105–115% renewal quota.

• Led escalation lifecycle for high impact incidents; reduced high severity escalations 40% and cut resolution time 30% through playbooks, cadences, and SLAs.

• Supported field/merchant hardware pilots and complex workflow issues; resolved ambiguous incidents and built success plans and onboarding playbooks that cut time to value 50%.

• Drove 35% feature adoption within 90 days across a 150-vehicle pilot using beta programs, in app guidance, and targeted enablement.

• Generated $350K expansion revenue by uncovering workflow gaps and coordinating API implementations.

• Translated Pendo and Power BI telemetry into ROI narratives for QBRs and prioritized roadmap requests with Product and Engineering.

• Mentored and onboarded 4+ CSMs; coaching reduced ramp time 25% and improved early-stage renewal readiness.

Customer Success Manager — Zonar Systems Jun 2022 – Jan 2024 Remote (Federal Way, WA)

• Guided 80–100 mid market customers through onboarding, configuration, and adoption of data driven SaaS solutions; documented cases, opportunities, and deployment progress in Salesforce.

• Partnered with Implementation teams to ensure smooth API integrations and multi site rollouts, reducing deployment friction and accelerating customer value. Andrea Evans - Page #2

• Troubleshot complex digital workflows and collaborated with Engineering on root cause analysis and long term fixes.

• Strengthened engagement through proactive insights, usage based recommendations, and targeted enablement using Pendo and Power BI telemetry.

• Supported renewal and expansion motions by identifying value gaps, mitigating risk, and preparing customers with tailored success plans.

Manager — Kitchen & Market Sept 2021 – May 2022

Hybrid (Seattle, WA)

• Optimized routing and logistics, reducing delivery delays by 20%; managed inventory, vendor relationships, daily operations, and company wide expense reporting; resolved escalated customer issues with urgency and professionalism.

Insurance Claims Controller — Financial Pacific Leasing Mar 2019 – Sep 2021 Remote (Federal Way, WA)

• Managed end to end total loss claims, allocating $5M+ annually with full accuracy and compliance while coordinating across Titling, Accounting, Credit, and Lending.

• Built and optimized claims workflows, increasing throughput 30% and reducing turnaround time.

• Identified upselling and retention opportunities, generating hundreds of thousands in new revenue through replacement financing and coordinated sales approvals.

• Determined eligibility, resolved escalations, and aligned internal stakeholders to ensure timely case resolution.

• Negotiated contract payoffs and settlements for customers not pursuing new purchases, balancing customer needs with business objectives.

Customer Support Representative — Financial Pacific Leasing Aug 2017 – Mar 2019 Remote (Federal Way, WA)

• Delivered high touch support to brokers and business owners; resolved escalations and ensured process consistency.

• Trained 6 new team members, improving onboarding efficiency and strengthening team performance. Sales Support — SuperFloors Apr 2016 – Jun 2017

On-Site (Kent, WA)

• Managed statewide accounts and coordinated projects for two major home builders; maintained strong customer and vendor relationships.

• Streamlined communication between builders, installers, and internal teams to reduce project delays and improve customer satisfaction.

Additional Experience (2008–2016):

• Technical support, customer service, and team leadership roles across telecommunications, credit services, and property management.

Education and Certifications:

Bachelor of Science, Communication - University of Phoenix (Remote) Jun 2016 – May 2021 • GPA: 3.7

• Relevant coursework: Strategic Communication; Organizational Development; Cross Functional Communication; Sales & Marketing; Leadership; Conflict Resolution.

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