Amber Hutt
Ajax,ON
Summary
Internal candidate with five years of experience at CarriersEdge, bringing strong institutional knowledge, credibility with customers and internal teams, and a clear understanding of how Customer Success supports retention, efficiency, and long-term company goals. Proven ability to manage a large customer portfolio, resolve escalations, and collaborate effectively to ensure customer success. Motivated to step into a broader leadership role, helping to enhance Customer Success initiatives that align with corporate objectives, and drive long-term retention and growth.
Overview
5
5
years of professional experience
Work History
Account Success Manager
CarriersEdge
10.2020 - Current
- Manage ongoing customer success for a portfolio of 600+ fleet customers across Canada and the United States, supporting adoption, retention, and long-term customer satisfaction.
- Act as a trusted point of contact for customers, addressing day-to-day needs, as well as more complex or sensitive issues that require a measured, solutions-focused approach.
- Handle escalations by investigating issues, coordinating internally, and communicating clearly with customers to drive resolutions, and maintain confidence in the product and company.
- Work closely with Product, Development, and Marketing teams to share customer feedback, clarify customer needs, and support continuous improvement of products and services.
- Contribute to monitoring customer health indicators, such as engagement levels, support trends, and satisfaction feedback, to help identify risk and improvement opportunities.
- Support the refinement of internal processes, workflows, and CRM usage to improve efficiency, visibility, and consistency across customer interactions.
- Share knowledge and best practices with peers, contributing to a collaborative and stable Customer Success team environment.
- First-hand understanding of CarriersEdge customers, products, and internal systems, enabling effective decision-making grounded in real operational experience.
- Clear understanding of how Customer Success supports broader corporate goals, including retention, efficiency, and customer lifetime value.
- Proven ability to collaborate effectively across departments in a small, closely connected organization.
- Recognized for a steady, dependable approach in both customer-facing and internal situations.
Education
Bachelor of Arts - Sociology
York University
Toronto, ON01.2013
Skills
- Customer Success & Account Management (SaaS / B2B)
- Escalation Handling & Complex Issue Resolution
- Customer Retention & Relationship Management
- CRM & Service Desk Usage and Process Improvement
- Cross‑Functional Collaboration (Product, Development, Marketing)
- Customer Feedback Analysis & Internal Advocacy
- Remote Work & Time Management
- Clear, Professional Written & Verbal Communication
Timeline
Account Success Manager
CarriersEdge
10.2020 - Current
Bachelor of Arts - Sociology
York University