SMB Customer Success & Sales Leader

Shari Morales

SMB Customer Success Manager

+1-201-***-**** ***********@*****.*** Hackensack, New Jersey, 07601, United States LinkedIn SUMMARY

Results-driven customer success and sales leader with 10+ years in B2B SaaS, advertising, and fashion media environments. Proven ability to build and manage client pipelines, negotiate and close high-value deals, and drive customer retention across dynamic SMB markets. Experienced in leading onboarding, delivering tailored client solutions, and increasing product adoption through effective relationship management and communication skills. Adept in Salesforce, CRM hygiene, marketing automation, and cross-functional collaboration to manage multiple accounts efficiently. Strong presence at fashion-related and hospitality industry events, with a background spanning high-growth startups and global fashion retailers. Committed to continuous professional development and leveraging product expertise to scale customer base and maximize utilization.

PROJECTS

Project Lead Customer Engagement Initiative, iHeartMedia / Triton Digital Mar '20 — Apr '23 New York, United States

Led the development and optimization of a SaaS platform for the hospitality industry, enhancing product expertise and customer base utilization at scale.

Collaborated with cross-functional teams using strong communication skills to identify pain points and manage multiple priorities for improved relationship management. Enhanced customer engagement and satisfaction through effective account management and scaled communications, reinforcing CSM practices and professional development initiatives. Analyzed user data to track performance metrics, allowing us to make informed decisions that boosted overall platform efficiency.

EXPERIENCE

Customer Success Manager

iHeartMedia/Triton Digital

Mar '20 — Apr '23

New York, United States

Partnered with B2B clients to enhance their digital and radio advertising campaigns across a SaaS platform. Maintained strong account relationships, led product training and demos, and supported upsell opportunities by identifying growth areas ..

Increased platform engagement and revenue by conducting value-focused webinars and product walkthroughs that enhanced communication and strengthened relationship management across the customer base. Built onboarding materials and CRM (Zendesk) playbooks to reduce churn, boost client satisfaction, and support account management for SMB customers at scale.

Identified upsell potential based on client feedback, influencing cross-sell strategies with Sales and Product teams while leveraging marketing automation for improved utilization. Delivered quarterly performance dashboards, translating customer data into actionable insights for business planning and professional development of CSM practices.

Call Center Analyst

Worthy

Mar '18 — Oct '19

New York, United States

Managed a bi-coastal support and sales enablement team for an online luxury auction platform. Strengthened operational performance, reduced SLA breaches, and supported sales campaigns targeting high-net-worth clients. Launched live chat support, improving lead conversion, scaled communications, and customer acquisition touchpoints for SMB clients.

Developed training decks and optimized scripts for prospect engagement, enhancing communication skills and supporting account management efficiency.

Enhanced customer journey experience, contributing to improved CSAT, increased referrals, and better relationship management across multiple accounts.

Customer Care Senior

The YOOX Net-A-Porter Group

May '11 — Mar '18

Mahwah, United States

Led high-performing support teams for a luxury fashion e-commerce brand. Delivered revenue-impacting customer experiences, resolved escalations, and coached staff on meeting aggressive sales KPIs. Oversaw 15 agents, driving sales performance, customer satisfaction, and communication efficiency in a high-volume hospitality industry setting.

Partnered with logistics and client services to resolve high-value order disputes, protecting revenue. Enhanced fashion and hospitality industry knowledge and product expertise to drive better support, utilization, and upsell accuracy.

Stylist

Karen Millen Short Hills, United States

Led high-performing support teams for a luxury fashion e-commerce brand. Delivered revenue-impacting customer experiences, resolved escalations, and coached staff on meeting aggressive sales KPIs. Responsible for store visual coordination

Maintained exceptional client relations using strong communication skills and relationship management to expand a loyal customer base.

Demonstrate knowledge of European fashion markets

Marketing Coordinator/Marketing Assistant

New York Jets Florham Park, United States

Assisted in the production of pregame events, half time shows and post-game entertainment Interacted with clients throughout all aspects of the game, applying marketing automation tools to scale communications and enhance fan engagement.

Communicated with stadium security, vendors, and upper management to ensure game day operations ran smoothly, demonstrating strong communication and account management skills. Reporting conduct that would interfere with the spectator's enjoyment of the games Sales Associate

Nordstrom of Garden State Plaza Paramus, United States Assisted with the overall customer experience in a luxury retail department store setting. Paramus, United States Made sure that all cash and stock handling procedures were followed in line with audit and security requirements Interacted and communicated with customers, promoting the brand and doubling customer loyalty through effective relationship management and communication skills.

Worked with regional managers to organize floor and window displays, managing multiple tasks to ensure consistent brand utilization and visual impact.

EDUCATION

Bachelor in Fashion Merchandising, Laboratory Institute of Merchandising New York, United States Program was designed to prepare me for the multi-trillion dollar global fashion industry, providing skills in core business functions. Program covered everything from product development and trend forecasting to retail planning, buying, and sourcing, preparing me for a career in fashion and lifestyle industries through coursework and required internships or real- world experience.

SKILLS

Relevant Skills Marketing Automation, Account Management, Professional Development, Relationship Management, Communication Skills

Sales Sales Expertise B2B Sales & Business Development, Consultative & Value-Based Selling, Client Retention & Revenue Growth, Negotiation & Deal Closing, Lead Generation & Prospecting Tools & Platforms Salesforce CRM, Zendesk, Google Workspace, Microsoft Office, Grovo Engagement Customer Engagement, Customer Journey Optimization, Client Onboarding & Enablement, Webinars, Presentations & Events

Strategy Strategic Management, Strategic Partnerships, Forecasting & KPI Tracking Collaboration Cross-functional Collaboration

Languages English

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