About
A highly accomplished Customer Success and Partnerships professional with 17+ years of experience, adept at driving revenue growth and client retention in high-growth SaaS environments, particularly within IT and Security. Vip excels at managing the full customer lifecycle, from strategic onboarding to C-level engagement and renewals, while leveraging strong collaboration with legal, product, and engineering teams to deliver impactful, client-centric solutions.
Work
Nira (Acquired by Dropbox)
|Senior Customer Success Manager
Remote, CA, US
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Summary
Leads post-acquisition Customer Success and Sales for Nira within Dropbox, driving exceptional client outcomes and revenue growth for data access governance solutions.
Highlights
Led internal enablement across Dropbox CS and Sales, driving adoption and understanding of Nira's data access governance solutions post-acquisition.
Spearhead Customer Success and Sales for Nira, consistently driving exceptional client outcomes and contributing to revenue growth.
Collaborated extensively with legal teams to negotiate and customize MNDAs, order forms, and renewal contracts, precisely addressing customer-specific requirements.
Partnered with engineering and product leadership to prepare Nira's migration to Dropbox infrastructure and co-develop a design partnership for an upcoming security offering.
Nira
|Senior Customer Success Manager
Remote, CA, US
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Summary
Pioneered the Customer Success function as the company's first CS hire, designing and implementing scalable post-sale processes and frameworks that accelerated time-to-value and ensured a 95% renewal rate.
Highlights
Designed and implemented scalable post-sale onboarding processes and frameworks as the company's first CS hire, establishing foundational Customer Success operations.
Served as the primary point of contact for C-level IT and Security leaders, driving strategic alignment and managing the end-to-end customer lifecycle.
Contributed to achieving a 95% renewal rate within the first two years of product growth by partnering closely with the account team.
Managed a portfolio of up to 80 customers as the sole CSM, driving efficient onboarding and tailored success strategies for accounts ranging from $25,000 ARR to over $150,000.
Spearheaded contract management for new sales and renewals, partnering with legal and procurement teams to ensure seamless deal execution.
Productiv
|Customer Success Manager
Remote, CA, US
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Summary
Engaged with customers to deploy the Productiv platform and demonstrate value through SaaS management best practices, managing a $5M book of business and influencing product roadmap decisions.
Highlights
Managed a $5M book of business, engaging VP and C-level stakeholders in strategic planning sessions to drive platform adoption and identify expansion opportunities.
Deployed Productiv App Center to over 10 customers, enhancing operational efficiency and feature adoption.
Served as the primary voice of the customer, channeling feature requests and product gaps directly to engineering to influence roadmap decisions.
Assisted support team members with customer escalations, ensuring successful resolution and maintaining high customer satisfaction.
Kenna Security
|Senior Customer Success Manager
Remote, CA, US
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Summary
Led strategic accounts in the West region, managing a $10M ARR book of business and mentoring CSMs on customer adoption, growth, and renewal efforts.
Highlights
Managed a $10M ARR book of business, leading strategic accounts for the West region and engaging closely with C-level executives.
Coached, mentored, and guided CSMs on customer adoption, growth, and renewal efforts, improving team performance.
Assisted FedEx with onboarding over 4,000 users onto the Kenna platform, ensuring smooth adoption and value realization.
Developed and introduced communication plans and rollout methodologies for vulnerability management programs to existing customers.
Facilitated customer support issues and navigated complex customer environments for successful up-sell and cross-sell opportunities.
Centrify
|Senior Customer Success Manager
Santa Clara, CA, US
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Summary
As the second CSM, established and refined customer success processes and procedures while managing a $4.5M ARR book of business and deploying identity management to over 20,000 users.
Highlights
Instrumental as the second CSM, establishing new and refining existing customer success processes and procedures for the department.
Managed a $4.5M ARR book of business, deploying Centrify identity management platform to over 20,000 users at First Data Corporation.
Led the new hire onboarding program for new customer success team members, accelerating their ramp-up and effectiveness.
Partnered with account teams to navigate customer environments, identifying and securing specific up-sell and advocacy opportunities.
GroundCntrl
|Director of Customer Success
San Jose, CA, US
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Summary
As the first CS hire, built and implemented comprehensive customer success strategies from the ground up for a growing SaaS startup, driving early adoption and retention.
Highlights
Established the Customer Success function as the first CS hire, building and implementing foundational strategies from the ground up for a growing SaaS startup.
Developed and executed customer success processes that drove early adoption and retention for the nascent platform.
Collaborated with cross-functional teams to integrate customer feedback into product development and service improvements.
Tibco Inc
|Collaboration Strategist
Palo Alto, CA, US
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Summary
Provided outstanding service to major customers, supporting the adoption and usage of tibbr, an enterprise social software application, enhancing engagement and value realization.
Highlights
Delivered outstanding service to major enterprise customers, significantly supporting the adoption and usage of tibbr, an enterprise social software application.
Collaborated with clients to optimize their use of the platform, enhancing engagement and value realization.
Addressed customer needs and feedback to improve product utility and user satisfaction.
Yammer
|Senior Customer Success Manager
San Francisco, CA, US
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Summary
As one of the first two CSMs, established foundational Customer Success processes, contributing to the company's successful $1.2B acquisition by Microsoft.
Highlights
Instrumental as one of the first two CSMs, helping to establish foundational Customer Success processes ahead of Microsoft's $1.2B acquisition.
Developed and implemented early-stage CS strategies that contributed to rapid customer adoption and satisfaction.
Collaborated closely with sales and product teams to ensure a cohesive customer experience and drive early growth.
Lyris Inc
|Email Marketing Account Manager
Emeryville, CA, US
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Summary
Managed email marketing accounts and client relationships for a B2B SaaS email marketing platform, optimizing campaigns and driving client performance.
Highlights
Managed key email marketing accounts, cultivating strong client relationships for a B2B SaaS platform.
Optimized email marketing campaigns and strategies, enhancing client performance and engagement.
Provided strategic guidance to clients on platform usage, driving successful outcomes and retention.
Education
Devry University
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Bachelor of Science
Telecommunication Management
Skills
Customer Success & Account Management
Relationship Building, Account Management, Customer Advocacy, Business Reviews, End User Training, Customer Lifecycle Management, Onboarding, Retention, Renewal Management, Upsell, Cross-sell.
Strategic Leadership & Business Development
Business Development, Change Strategy, Product Management, Program Management, Pre Sales / Post-sales, Strategic Planning, Market Expansion, Go-to-Market Strategy, Team Leadership, Mentoring, Startup Operations.
Data & Analytics
Data Analysis, KPI Tracking, Performance Monitoring, Reporting, Customer Health Scores.
Technical Acumen
Data Access Governance, IT Security, SaaS Management, Document Permission Management, Vulnerability Management, Identity Management.
Collaboration & Communication
Documentation, Legal Collaboration, Cross-functional Team Leadership, Stakeholder Management, Executive Presentations, Product Feedback Loop, Engineering Collaboration, Contract Negotiation.
Tools & Platforms
Google Suite, Microsoft Office, Salesforce CRM, JIRA, Linear, Confluence, Gainsight, ClientSuccess, Anthropic Claude, Dropbox Dash, ChatGPT, Google Gemini.