Alison Wong
Sonoma
Summary
Performance-driven Customer Success Manager at 1Password overseeing a $3.1M enterprise portfolio, maintaining 99.5%+ retention and consistently exceeding targets, including President’s Club recognition in my first year. While I’ve built a strong foundation in Customer Success, I’ve always been drawn to early talent and university recruiting work. Growing up with a mother who is a teacher and a father who is a first-generation immigrant shaped my perspective on access, opportunity, and supporting people at the start of their careers. That’s what originally drew me to helping others succeed in structured environments, and what is now driving my interest in Talent and candidate success. I’m excited to bring my experience in stakeholder management, program coordination, and pipeline execution into early talent development, where I can help shape meaningful early career experiences.
Overview
11
11
years of professional experience
Work History
Customer Success Manager, Commercial
1Password
Remote
05.2024 - Current
- President’s Club Winner (2024) at 1Password; one of only two Customer Success Managers in company history to earn the distinction within their first year, recognized for top performance in retention, expansion, and revenue impact.
- Consistently exceeded quarterly and annual revenue targets despite organizational restructuring and two acquisitions, achieving 120% of annual quota in 2025.
- Manage a $3.1M portfolio of mid-market and enterprise accounts across technology, finance, gaming, healthcare, education, nonprofit, and eCommerce industries, responsible for renewals, expansion revenue, and churn mitigation.
- Maintained 99.6% customer retention across 500+ accounts over two years despite multiple book transitions and account changes, while sustaining 100% CSAT through proactive lifecycle management, executive engagement, and structured customer success workflows.
- Drove account expansion through strategic business consulting, increasing three commercial accounts by 2,000, 1,700, and 3,000+ licenses within a two-month period.
- Lead cross-functional collaboration with Product, Engineering, and Sales teams to drive customer onboarding, product adoption, and lifecycle success; consistently achieve top-tier customer participation in beta programs and strong engagement in executive-facing initiatives aligned with industry events such as RSA Conference.
- Selected as 1 of 2 Customer Success Managers for 1Password’s President’s Grow Group, contributing monthly to executive-level discussions on company growth strategy, customer experience, and product direction.
- Leverage CRM, customer success, and revenue intelligence platforms including Salesforce, Gainsight, Gong, and AI tools such as Dust to proactively identify churn risk, improve forecasting accuracy, and provide executive visibility across enterprise accounts.
Customer Success Manager
Hanz de Fuko
Los Angeles
05.2019 - 05.2024
- Promoted within one year from B2C support to managing and growing 50 enterprise accounts, including Amazon, Sephora, Nordstrom, Urban Outfitters, and key international distribution partnerships.
- Achieved a 98.25% CSAT score over four years by leading Quarterly Business Reviews (QBRs) and delivering customized ROI analyses to increase customer profitability year over year.
- Collaborated cross-functionally to roll out third-party logistics (3PL) solutions, increasing annual product sales by 20% and improving product delivery speed by 80%.
- Developed a Zoho dashboard using B2B data to visualize core business KPIs, including Monthly Recurring Revenue, saving 15 hours per week of manual reporting work.
- Created a product knowledge deck and self-service knowledge base for B2B clients, which resulted in a 25% reduction in inbound customer support calls.
Implementation Team Lead
Tebra (Formerly Patientpop)
Los Angeles
04.2017 - 04.2019
- Managed implementation, onboarding, and SEO strategy for enterprise clients on the SaaS platform, optimizing Google My Business, Facebook, and Yelp to drive top search placement.
- Identified EMR integration as a top churn risk; partnered with Product and Engineering to launch the first integration, reducing client churn by 40% and increasing upsell revenue by 75%.
- Managed and developed a team of 10 Implementation Managers responsible for 100+ website launches per month; supported onboarding and enablement processes, including creation of a company-wide new hire training playbook that reduced manual training time by 15 hours per week
- Revamped website flows and navigation menus, resulting in a 60% reduction in misdirected customer service queries.
Account Manager
Kforce
San Francisco
04.2015 - 04.2017
- Recognized as Top New Business Development Account Manager in San Francisco, generating $117K in gross profit and exceeding sales targets by 25% through full-cycle client and talent delivery execution.
- Promoted within one year to lead the Entertainment and Retail vertical for Kforce Los Angeles, owning strategic enterprise accounts and talent delivery operations across high-volume hiring environments.
- Transformed Sephora from a cold account into a Top 5 Vendor Management Program partner within six months by building and managing end-to-end recruiting pipelines and strengthening stakeholder relationships with hiring managers and internal recruiters.
- Managed full-cycle recruitment delivery across sourcing, candidate evaluation, negotiation, and onboarding, while partnering closely with internal recruiters and C-level stakeholders at enterprise clients including Nike, Sony, and Red Bull North America.
- Supported campus recruiting and early-career hiring initiatives through collaboration with recruiters and participation in career fairs and university recruiting efforts, contributing to talent pipeline development across multiple client accounts.
Education
Marketing & Communication -
University of California
Santa Barbara09-2014
Skills
- Customer success and account management
- Customer onboarding
- Revenue retention and expansion
- Contract Negotiation
- Lifecycle management
- Stakeholder management
- Program coordination and onboarding
- Data-driven reporting
- Process improvement and scaling
- AI-assisted workflow optimization
- Campus recruiting and talent exposure
- Recruiting coordination and support
- Tools: Salesforce, Gainsight, Ashby, Greenhouse, Gong, Slack, Asana, Notion, Zoom, Calendly, Excel, Google Sheets, ChatGPT, Gemini AI, Dust
Websites
Timeline
Customer Success Manager, Commercial
1Password
05.2024 - Current
Customer Success Manager
Hanz de Fuko
05.2019 - 05.2024
Implementation Team Lead
Tebra (Formerly Patientpop)
04.2017 - 04.2019
Account Manager
Kforce
04.2015 - 04.2017
Marketing & Communication -
University of California