Customer Success – Database
• Managed outreach to 700+ SMB and mid-market customers ($2.7M Footprint) through open support cases, inactive
accounts, and unused licenses to prevent churn.
• Designed and executed 12-touch, multi-channel outreach sequences (LinkedIn, email, phone) that improved customer
engagement and response by 35%.
• Partnered with Sales, Renewals, and Product teams to identify quarterly account priorities and support renewal and
expansion goals.
• Utilized Salesforce and Gainsight to track KPIs, analyze usage data, and deliver actionable insights to customer success
leadership.
• Monitored customer response and health metrics to identify engagement trends and improve follow-up strategy, helping
reduce potential churn by 15%.
• Joined live customer calls and product training sessions with CSMs, capturing key action items and follow-up tasks to
improve customer outcomes.