Contract to Hire Customer Success

STEPHANIE DIAZ

CUSTOMER SUCCESS MANAGER SaaS CLIENT SUCCESS ACCOUNT MANAGEMENT

Denver, NC 917-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Customer Success professional with experience managing Enterprise, Mid-Market, and SMB accounts in fast-paced SaaS environments. Skilled in customer onboarding, product adoption, account management, stakeholder engagement, business reviews, retention strategy, and customer training. Previous top-performing sales professional with a strong background in prospecting, relationship building, discovery, and exceeding performance goals.

CORE SKILLS

Customer Success Account Management SaaS Client Onboarding Customer Retention Product Adoption Stakeholder Management Quarterly Business Reviews Customer Training Account Planning Discovery Calls Salesforce Outreach SalesLoft Intercom Coda Microsoft Excel PowerPoint Zoom

PROFESSIONAL EXPERIENCE

Career Transition & Relocation 2024 - Present

Relocated from New York to Virginia and subsequently to North Carolina while managing family relocation responsibilities. Remained focused on returning to a long-term opportunity in Customer Success, Account Management, or Client Experience.

Customer Success Manager Tropic - New York, NY March 2023 - December 2023

Managed a portfolio of 26 Enterprise, Mid-Market, and SMB customer accounts.

Led stakeholder engagement calls, executive business reviews, and weekly customer check-ins.

Prepared PowerPoint presentations and Excel materials for customer meetings and business reviews.

Drove software adoption by coordinating multiple customer training sessions across accounts.

Monitored customer savings commitments and identified opportunities to help clients achieve business goals.

Prioritized contract negotiations and reviewed business contracts to extract relevant customer data.

Partnered with finance stakeholders to review historical savings and opportunity pipelines.

Conducted software audits with business stakeholders to identify pain points and purchasing roadmaps.

Associate Customer Success Manager Coda - New York, NY January 2022 - January 2023

Led onboarding, optimization, and training sessions for new users, teams, and organizations.

Conducted customer discovery calls to evaluate client experiences, business objectives, and potential opportunities.

Provided guidance on product best practices and responded to technical and ad-hoc customer questions.

Developed account plans for at-risk customers incorporating success metrics, user personas, and business objectives.

Created a Customer Success call playbook to improve outreach to customers with low product-qualified lead scores.

Maintained consistent, proactive customer communication and a client-first approach.

Conducted high-volume outreach, averaging approximately 100 emails and four booked calls per week.

Developed outreach sequences for churned users designed to increase product adoption.

Founding Sales Development Representative Coda - New York, NY January 2022 - January 2023

Achieved more than 200% of quota, booking approximately 30 meetings and creating 20+ opportunities representing approximately $80K in ARR per month.

Earned the Growth Award after generating 52 opportunities in less than two months.

Partnered with Account Executives to optimize email and video outreach strategies, contributing to a 45% increase in prospect responses and booked meetings.

Managed high-volume outreach of 100+ calls and 350 emails per week while supporting Intercom conversations.

Led onboarding, product demonstrations, optimization, and discovery calls.

Maintained prospect and activity data using Salesforce, Outreach, and Coda.

Sales Development Representative Aircall - New York, NY June 2021 - January 2022

Recognized as a top performer and achieved more than 140% of quota.

Conducted 200+ calls and approximately 175 emails per week.

Engaged and qualified inbound prospects through chat, email, and telephone.

Partnered with Account Executives to identify qualified business opportunities through personalized outreach.

Conducted prospect discovery and communicated Aircall's value proposition to generate meetings.

Maintained accurate sales activity and prospect records using Salesforce and SalesLoft.

Shift Supervisor Starbucks - New York, NY February 2019 - June 2020

Supervised approximately 30 employees in a high-volume New York City location.

Coordinated team meetings focused on customer relationships, outreach, and sales performance.

Developed a weekly coffee-tasting program that contributed to exceeding sales goals by 50% quarter-over-quarter.

Contributed to an 80% increase in overall sales over one year.

Redesigned promotional boards and customer-facing advertising to support sales growth.

Improved training processes and onboarded approximately 20 new employees.

EDUCATION

SUNY Geneseo Bachelor of Arts, International Relations 2013 - 2017

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