Summary
Overview
Work History
Education
Skills
Timeline
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Cassandra Mazza

Toronto,Canada

Summary

Vanilla Ice said it best: stop, collaborate, and listen. To me, that's what being a CSM is all about. With 6 years of experience managing a book of business, I have a proven track record of driving the satisfaction, retention, and growth of SaaS customer accounts. I'm highly skilled in turning customer feedback into actionable product improvements and know how to effectively collaborate with stakeholders at all levels of an organization, both external and internal. Results-driven and committed to delivering exceptional client outcomes, I work to identify pain points and provide tailored solutions to ensure the success of all my customers.

Overview

6
6
years of professional experience

Work History

Enterprise Customer Success Manager

Emburse
04.2022 - Current
  • 60 client BOB with $7 million ARR, $30k-$750K annual spend
  • 100% client retention in 2022 and 2023
  • Orchestrated largest account save in company history, retaining $750K at-risk customer by mobilizing cross-departmental effort including working with Product to build out new software features to retain client
  • Handled extremely high volume of client escalations throughout 2023 due to pricing increase initiative which impacted all customers
  • Coordinated and co-hosted 2 Customer Advisory Boards with 100+ client attendees each, including securing one of my clients as a speaker
  • Took initiative to gather client feedback resulting in the overhaul of a feature that was seeing high customer dissatisfaction
  • Represented Emburse at the 2023 Synergy Conference in Denver Colorado to new business prospects
  • Spearheaded initiative to send customers monthly CSM thought leadership email newsletters
  • Worked closely with CSM VP, Director, and Manager on a team that revamped our Customer Health Score in Gainsight
  • Was selected by VP to participate in a challenge to put together a new Enterprise Business Review Playbook where my playbook won and was implemented by the entire enterprise team

Mid-Market Customer Success Manager

Emburse
04.2020 - 04.2022
  • In 2020: Hit expansion quota that was doubled YOY from $60K to $120K, including a $15K upsell closed on the final business day of 2020
  • In 2021: Exceeded expansion quota every quarter, total ARR generated $292K
  • Turned a cancellation into an expansion from $6K to $17K ARR by aligning customer with solutions better suited to their needs
  • Created Business Review deck template that was used by entire CSM team, and took initiative to establish cross-functional relationship with Product org to ensure roadmap and new feature releases were always up to date in our decks

SMB Customer Success Manager

HealthscoreEmburse
03.2019 - 04.2020
  • 600 client BOB with $4 million ARR ranging from $500-$50,000 annual spend
  • Achieved annual expansion quota in 3 months ($60K)
  • Exceeded annual expansion quota by $19K by EOY
  • Lowest churn on my team by EOY

Client Success Manager

Shutterstock Custom
02.2018 - 03.2019
  • 20 client BOB with $1 million ARR
  • Worked closely with sales to close $121K in expansion
  • Partnered with Marketing team to launch client email campaigns sharing product insights and driving customer engagement/product utilization
  • Nurtured customers into advocates resulting in case studies for company website and new business deals which closed following testimonials from my clients

Education

Bachelor of Arts - English Literature, History and Writing & Rhetoric

University of Toronto
06.2016

Skills

  • Salesforce
  • Totango
  • Gainsight
  • Zendesk

Timeline

Enterprise Customer Success Manager

Emburse
04.2022 - Current

Mid-Market Customer Success Manager

Emburse
04.2020 - 04.2022

SMB Customer Success Manager

HealthscoreEmburse
03.2019 - 04.2020

Client Success Manager

Shutterstock Custom
02.2018 - 03.2019

Bachelor of Arts - English Literature, History and Writing & Rhetoric

University of Toronto

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Cassandra Mazza