Client Success Leader with 10+ years of experience driving retention, revenue growth, and strategic partnerships within MSP and technology services organizations. Proven track record leading high-performing teams, managing multi-million-dollar recurring revenue portfolios and developing scalable client success programs. Experienced in executive relationship management, churn mitigation, renewals, expansion strategy, forecasting, and cross-functional leadership.
Core Skills
Client Success & Relationship Management * Client Retention * Churn Reduction * Revenue Growth * Account Expansion * Problem Solving * Strategic Decision-Making * Client Health and Risk Management * Executive-Level Client Engagement * Customer Experience * NPS * Contract Renewals & Negotiations * Revenue Forecasting * Pipeline Management * CSM Coaching & Mentoring * Project Coordination * Change Management * KPI Performance Management * Data Analysis & Trend Identification * IT Service Management Fundamentals * Microsoft 365 & Cloud Technology Familiarity * AI Adoption & Workflow Optimization
Experience
Managed Service Provider | Director of Client Success | Present
- Lead a team of six Client Success Managers overseeing a $40M annual recurring revenue portfolio, driving retention, expansion, client health and strategic account management across the organization
- Establish team goals, KPIs, and performance expectations while conducting one-on-ones, coaching sessions and performance reviews
- Provide strategic guidance to Client Success Managers (CSM) on complex client situations, renewal planning, risk mitigation and account growth initiatives
- Forecast renewals, churn risk and expansion opportunities while providing executive leadership with customer health scores and data
- Lead and support end-to-end contract renewal process, to develop, price, structure and negotiate client contracts and renewals, ensuring alignment between client needs and company revenue objectives
- Leverage AI assisted tools to automate KPI reporting, analyze client metrics, and identify trends to improve operational efficiency
- Achieve 96% company-wide client retention by implementing a structured client health and risk management program
- Maintain a net revenue retention rate of 110%
- Standardize client success processes, playbook workflows and best practices to create a more consistent client experience
- Partner cross-functionally with Sales, Engineering, Finance and support to resolve client issues, improve service delivery, and identify opportunities for business growth
Managed Service Provider | Senior Client Success Manager | 2020-2026
- Managed and grew a client portfolio of ~35 clients representing ~7.2 million in annual recurring revenue, inclusive of mid-market and enterprise companies
- Cultivated client relationships through QBRs and strategic recurring check-ins with key decision makers, including C-level executives, to align technology initiatives with client business objectives
- Served as primary point of client escalation, ensuring escalations are resolved quickly and efficiently while driving issue resolution
- Collaborated cross functionally with multiple departments to ensure client satisfaction
- Drove net revenue retention through upselling and contract renewals
- Achieved 98% client retention across personal book of business through proactive risk management, KPI tracking, and strategic account planning
- Leveraged usage of analytics to identify expansion triggers
- Developed and implemented standardized strategic processes to streamline workflows including SOPs for onboarding, client risk and improvement, and client pulse.
- Served as core member of Client Strategy leadership team, mentored junior CSM’s and assisted with training new hires
Managed Service Provider | Account Manager | 2016 – 2020
- Served as primary interface between customers and the Managed Service Provider. Responsibilities include creating individualized account plans for each customer, hosting regular status meetings, addressing customer escalations and maintaining positive client relationships
- Coordinated sales calls and set appointments to sell company offerings
- Exceeded annual goals with a client renewal rate above 90% and customer satisfaction of 97%
- Identified and maintained KPI’s such as customer satisfaction, opportunities opened, and ROI
- Created sales proposals/scope of work and negotiate renewal agreements for all technology services
- Engaged directly with sales engineers to solution new opportunities and upsell
- Assisted with the creation and implementation of internal sales and operations processes
- Worked with the Project Management Office and internal delivery to coordinate resources, ensure project timelines, and risks/issues are being communicated in a timely manner
- Managed all vendors and procurement processes
Managed Service Provider | Business Development Associate | 2015-2016
- Managed recruitment sites and posted new positions. Screened and routed resumes, scheduled interviews, conducted interviews, and recommended qualified candidates to hiring managers for further interviews
- Provided resource management for all delivery teams including on/offboarding, tracked attendance and time off, scheduled and booked business travel
Technology & Business Systems:
- Proficient in Microsoft 365, ConnectWise Manage, HubSpot, Halo, LifeCycle insights, ScalePad
Education
Regional University | 2015
- Bachelor of Arts in Business Administration with a Communications minor
