Abigail Arroyo Castanon
San Diego
Summary
Client Success Manager with five years of experience driving customer adoption and engagement in SaaS platforms and guiding clients through the full customer journey from onboarding and renewals to long-term growth. Proven ability in strategic account management, customer engagement, and retention strategy. Exceptional communication and strategic problem-solving skills coupled with experience in designing and executing programs that require cross-functional teamwork. Proficient in building lasting customer relationships, working with a diverse range of clients, and advocating for customer needs to ensure customer satisfaction and operational excellence.
Overview
6
6
years of professional experience
Work History
Client Success Manager II Mid-Market
Lytx
San Diego
04.2019 - 01.2025
- Acted as a trusted advisor for accounts totaling $5M ARR, consulting customers on platform best practices, new features or services, and program risks to increase product adoption and achieve program goals.
- Effectively deliver value to clients through product training, quarterly business reviews, analysis, and consulting on intelligence reports, as well as resolving client pain points efficiently, demonstrating strong customer engagement.
- Collaborated with cross-functional teams, including Sales, Legal, Implementation, Tech Support, and Product Development, to problem-solve, provide feedback, identify workflow gaps, and shape future product offerings, contributing to operational excellence.
- Achieved an 85% client retention rate by creating strong client relationships and proactively identifying and resolving issues.
- Filled gaps through product training, program consultation, and feature customization to achieve client’s safety goals, enhancing customer satisfaction.
- Reduced client risk score by 50% through tailored consultation of program settings and business operations.
- Advised on APIs to automate 50% of assigned driver tasks, showcasing strategic thinking and problem-solving skills.
- Internally managed escalated client concerns by evaluating issues and developing a solution-oriented plan, demonstrating effective communication and leadership.
Customer Success Associate
Lytx
San Diego
10.2018 - 07.2019
- Provided administrative and operational support to the Client Success team, helped maintain client relationships, and ensured clients had a positive experience with the product and service.
- Served as a liaison between clients and internal teams, including sales, product, and operations, contributing to customer satisfaction.
- Conducted regular training sessions for clients, resulting in a 30% increase in product adoption and a 15% reduction in support inquiries, demonstrating effective communication and product training skills.
- Assisted customers in managed service requests, troubleshooting, and resolving technical issues with software and hardware products, and closed up to 65 client cases daily through Salesforce, showcasing strong problem-solving skills and workflow management.
- Reduced response times by 25% by optimizing processes and streamlining communication, demonstrating operational excellence.
- Improved customer retention by 15% by ensuring high-quality support during interactions, reinforcing strong customer relationships.
Education
B.A. - Political Science
UNIVERSITY OF CALIFORNIA, BERKELEY
Berkeley, CA05.2018
A.A. - Social and Behavioral Sciences
SAN DIEGO MIRAMAR COLLEGE
San Diego, CA05.2016
Skills
- SaaS Expertise
- B2B Customer Success
- Client Retention
- Project Management
- Data Analysis
- Relationship Building
- Adaptability
- Technical Expertise
- Onboarding
- Renewals
- Salesforce
- Customer Success Operations
- Account Planning
- Customer Insights
- Workflow Optimization
- Consulting
Timeline
Client Success Manager II Mid-Market
Lytx
04.2019 - 01.2025
Customer Success Associate
Lytx
10.2018 - 07.2019
B.A. - Political Science
UNIVERSITY OF CALIFORNIA, BERKELEY
A.A. - Social and Behavioral Sciences
SAN DIEGO MIRAMAR COLLEGE