ADAM LAINEY
Toronto,ON
Summary
Dynamic and results-oriented Customer Success Manager with 5+ years of experience in driving customer satisfaction and retention. Developing strong client relationships, understanding customer needs, and delivering tailored solutions that enhance user experience and business outcomes. Skilled in analyzing customer data to identify trends, optimizing onboarding processes, and implementing strategies that increase product adoption.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Performance Architect
Numa
Toronto, ON
02.2025 - Current
- Own a portfolio of 100+ automotive dealerships representing $4M+ in ARR, with full accountability for retention, adoption, and overall customer health
- Drive account expansion and revenue growth while maintaining 99%+ Net Revenue Retention across all quarters
- Build long-term partnerships with dealer leadership, acting as the primary point of contact and trusted advisor across the customer lifecycle
- Create and execute tailored account plans that increase adoption, uncover upsell opportunities, and deliver clear business impact
- Lead churn prevention efforts by proactively identifying risk and navigating complex dealership challenges
- Partner cross-functionally with Sales, Product, and Support to resolve customer issues and influence roadmap priorities
- Translate performance insights and customer feedback into actionable recommendations for internal teams
Customer Success Manager
Euna Solutions (Bonfire)
07.2022 - Current
- Manage tier 1 and tier 2 clients accounting for $4.5 million in ARR
- Interact with C-suite level executives to combine deep product and sector knowledge to increase adoption, expand contracts, enhance processes, mitigate churn- tracking key indicators such as ARR, NPS, Usage
- Run sales and training calls with prospects and existing customers to understand use case for software and work collectively with the team to find viable options for how to integrate their business structure in the Bonfire software
- Partner with Sales, Implementation, Product and Support teams to ensure account needs are met while developing strategic success solutions
- Responsible for running interviews for new hires
- Responsible for onboarding new CSM team members
Customer Success Specialist
Bonfire
Kitchener, ON
07.2022 - 06.2023
- Manage tier 2 and tier 3 clients accounting for $2.4 million in ARR
- Develop client relationships through proactive outreach, regular check-ins, and continued followup
- Implement strategies that increased customer retention rates by 15%
- Maintain detailed records of customer interactions within CRM system
Customer Support Supervisor
Roadmunk
Toronto, ON
10.2021 - 07.2022
- Supervise and monitor 4 direct report customer support staff, ensuring that all tasks are completed in a timely manner
- Provide technical guidance and troubleshooting assistance to customers on a variety of products and services
- Conduct weekly meetings with customer support team members to discuss performance, goals and objectives
- Develop strategies for improving customer service operations, including training programs, workflow processes and quality assurance initiatives
Partner Client Manager (Co-op)
ApplyBoard
Kitchener, ON
05.2020 - 12.2020
- Responsible for analysis of acceptance rates to enrolled students and develop a process to entice students to accept offer letters through automation of literature to help provide customer added value
- Train new PCMs, overseeing post-submission team responsibilities to ensure KPIs were met, and helping implement Zendesk MRP
Education
Bachelor of Business Administration - International Business, Supply Chain Management, Sales Management
Conestoga College
Kitchener, ON08.2021
Skills
- Renewals: Achieved 90% or higher gross revenue retention from 2022 to 2024
- Upsells: Obtained 95% in ARR-related targets in current role
- Process improvements: Implemented Voice of the Client, Churn Council, and Zendesk Support Migration
- Client Meetups: Facilitated and ran on-site trainings and user meetups
- Recruitment: Conducted interviews and led onboarding for three Customer Success Managers
Certification
PMM, Excel, Customer Success Leadership Certification - Hubspot.
Award: Co-op student of the year
Recognized for exceptional impact and ownership during a critical growth phase at ApplyBoard, supporting cross-functional initiatives as the company scaled from 70 employees to 1,100+ and reached a $1B+ valuation.
Accomplishments
- Business Development: - Developed strong relationships with key referral sources which resulted in 15% increase in referrals over one-year period. Initiated two key partnerships which resulted in 50% revenue growth. 100% growth MoM for book size.
Timeline
Performance Architect
Numa
02.2025 - Current
Customer Success Manager
Euna Solutions (Bonfire)
07.2022 - Current
Customer Success Specialist
Bonfire
07.2022 - 06.2023
Customer Support Supervisor
Roadmunk
10.2021 - 07.2022
Partner Client Manager (Co-op)
ApplyBoard
05.2020 - 12.2020
Bachelor of Business Administration - International Business, Supply Chain Management, Sales Management
Conestoga College