Client Success Leader with Growth Focus
Resume:
Ruth SENIOR STRATEGIC CUSTOMER L. Neelon SUCCESS LEADER
Enterprise SaaS • Adoption & Retention • Executive Partnership • Value Realization • Expansion Strategy
Driving enterprise customer outcomes through strategic partnership, technical fluency, and data driven adoption leadership. Philadelphia, PA 19130
linkedin.com/in/ruth-neelon-5880a98
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EXECUTIVE SUMMARY
Customer Success and enterprise program leader with 20 years of experience driving adoption, retention, renewals, and value realization across SaaS, CRM, HRIS, and global service delivery environments. Known for elevating customer outcomes through strategic account leadership, commercial ownership, and data driven decision making. Skilled in guiding multi team enterprise clients through onboarding, workflow optimization, and long term adoption strategies that accelerate time to value and strengthen contract value. Adept at partnering with Product, Engineering, and GTM teams to translate customer insights into roadmap enhancements and scalable operational improvements. Experienced in usage analytics, customer health telemetry, forecasting accuracy, and AI enabled workflows that improve consistency, communication, and customer engagement. EXPERIENCE
Insperity – Florham Park, NJ
Senior Manager, Client Programs & Operations
Dec 2022 – Oct 2025
Led strategic post sales account management for a multi state portfolio, achieving 100% retention and 97% satisfaction through proactive engagement, adoption coaching, and structured success planning. Owned renewal strategy, multi year agreement structuring, and expansion identification across a diverse enterprise portfolio, strengthening contract value and reducing churn risk.
Directed onboarding and lifecycle delivery across 32+ sites, ensuring consistent time to value and alignment across HR, Finance, IT, and Operations.
Guided customers through usage optimization and subscription value realization, reducing voluntary turnover by 22% and lowering PEPM costs by 9%.
Strengthened analytics maturity by implementing customer health scoring, telemetry driven insights, and early warning risk identification frameworks. Led regional rollout of Microsoft Copilot for Business, embedding AI into documentation, communication, and customer facing workflows to improve consistency and scale.
Validated platform workflows during implementations through hands on testing, user journey evaluation, and coordinated pilot participation. Delivered executive level value reviews and adoption roadmaps for CHROs, CFOs, and senior operational leaders.
Mentored emerging leaders and strengthened team performance through coaching, clarity, and structured expectations.
CORE COMPETENCIES
Customer Success Leadership
Renewals, Expansion & Contract Value Protection
Customer Health Scoring & Telemetry Driven
Insights
Adoption, Retention & Value Realization
AI Enabled Customer Workflows
Executive Level Relationship Management
Cross Functional Partnership (Product, Engineering, GTM)
Data Driven Decision Making
Usage Analytics & Early Warning Risk Identification Playbooks, Frameworks & QBR Cadences
Operational Excellence & Process Design
Implementation & Onboarding Leadership
ENTERPRISE PORTFOLIO SNAPSHOT
169+ global sites supported
11+ countries
$100M+ program oversight
32+ multi site mid market clients
100% retention, 97% satisfaction
SaaS, CRM, HRIS, VMS, AI enabled workflow
TOOLS & PLATFORMS
Salesforce, Workday, Kronos, HRIS Platforms
Power BI, analytics dashboards, customer health
telemetry
Microsoft 365, Google Workspace
Slack, Zoom, WebEx
Microsoft Copilot for Business
VMS Platforms (Beeline, Fieldglass, Work Nexus,
Acceleration)
AgileOne – Torrance, CA
Global Senior Program Manager / Interim Director
Sep 2019 – Dec 2022
Oversaw enterprise programs across 169+ sites and 11 countries, aligning Product, Engineering, Operations, and Analytics around shared delivery goals. Built and standardized governance frameworks, QBR cadences, and operational playbooks that improved consistency, adoption, and partner value.
Directed full cycle implementations and post sales delivery across SaaS, CRM, VMS, and HRIS ecosystems.
Led go live readiness by validating platform workflows, user journeys, and data integrity, coordinating internal testers and pilot users. Partnered with Product and Engineering to translate customer insights into roadmap enhancements and workflow improvements.
Served as Interim Director, providing leadership continuity and elevating cross functional performance during organizational shifts. SDI International Corp. – Boca Raton, FL
Global Client Services Manager (Progressive Roles) Aug 2008 – Jun 2019
Managed multi stakeholder programs supporting 100+ leaders across HR, procurement, finance, and operations.
Improved compliance by 73% through process redesign and platform integration.
Introduced SaaS driven enhancements and reporting tools that improved visibility, adoption, and scalability.
Directed payroll, vendor oversight, and requisition workflows, strengthening accuracy and service consistency.
SELECTED ACHIEVEMENTS
Achieved 100% retention and 97% satisfaction across multi state portfolios through strategic engagement and adoption leadership. Strengthened analytics maturity and reduced PEPM costs by 9% through usage optimization and process redesign.
Led Microsoft Copilot for Business rollout, embedding AI into workflows and elevating documentation, communication, and delivery quality. Guided a $7B acquisition transition, ensuring continuity, compliance, and coordinated decisionmaking across cross functional teams. Built scalable governance frameworks, QBR cadences, and operational playbooks that improved consistency and partner value. TECHNICAL ENVIRONMENT
SaaS platforms, Salesforce ecosystem, HRIS/VMS
systems, workflow automation tools, Jira/Confluence, Microsoft 365, Workday integrations, PMO toolsets
PROGRAM & PORTFOLIO LEADERSHIP
Enterprise Program Delivery · Cross Functional
Execution · PMO Governance & Delivery Excellence · Operational Strategy & Process Optimization ·
Workforce Analytics & Organizational Effectiveness · Risk, Dependency & Change Management · Executive
Communication & Stakeholder Alignment ·
AI Enabled Operations & Workflow Modernization ·
Vendor, Partner & System Integrator Management ·
Agile, Waterfall & Hybrid Delivery Models
COMMUNITY ENGAGEMENT
Advanced regional community partnerships through
service on Insperity’s Northeast Citizenship Team, supporting initiatives aligned with education,
workforce development, and local nonprofit impact. Coordinated volunteer engagement, event logistics, and resource distribution for organizations across PA, NJ, and NV, strengthening community relationships
and institutional visibility.
Supported mission driven programs including Dress
for Success, TeamSmile, and regional food banks,
contributing to equity, access, and community
well being.
Led sustainability focused workshops and
community gardening initiatives, promoting
environmental stewardship and cross community
collaboration.
EDUCATION
Cittone Institute / Lincoln Technical Institute
PC Support Tech • Computer Science • Networking
GPA 4.0 — Dean’s List
CERTIFICATIONS
Project Management Foundations: Risk — PMI
Project Management Best Practices — PMI
Project Management Foundations (CPE) — NASBA
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