CHAY CRAFT
United Kingdom
Summary
Accomplished Customer Success Manager with a proven track record at Circit, enhancing customer satisfaction and retention through strategic planning and relationship building. Spearheaded initiatives that generated over $1.5M in revenue, leveraging expertise in CRM software and exceptional leadership abilities. Renowned for driving significant upsell opportunities and fostering long-term client relationships.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Circit
, United Kingdom
05.2024 - Current
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Facilitated workshops and webinars to educate customers and drive engagement.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Established and monitored key performance indicators (KPIs) for customer success.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Analyzed customer data to identify trends and inform business decisions.
- Developed and executed customer success strategies to increase retention rates.
- Proposed or approved modifications to project plans.
- Conducted regular check-ins with clients to ensure their needs were met.
Customer Success Manager
Evaluagent
, United Kingdom
10.2023 - 03.2024
- Customer Success Manager for all Mid Market and Enterprise clients
- 90K+ in generated revenue through renewals and upsell
- Commercial goals and KPI's met every quarter
- Introducing and onboarding executives with new AI features
- Experience managing call centre employee's to ensure most up-to-date data is captured
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Customer Success Manager/SaaS
Audience Republic
, United Kingdom
09.2022 - 09.2023
- Managing clients with large-scale events in EMEA.
- Training and managing other CSMs as the team grew.
- Managed over $1.5M in revenue.
- Developed and maintained customer success documentation and resources.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
- Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.
Parter Success Manager- Lead/Operations
Get ResQ
Toronto, Canada
06.2019 - 08.2022
- First, 15 hires.
- Part of the seed series working into Series A (40M funding).
- Generated over $1 million in revenue.
- First team lead assisted with hiring and training new employees.
- Managing partnerships from Canada and expanding into the U.S.
- Managing commercial-wide relationships and responsible for partner growth.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Digital Marketing Certificate - Marketing
University of Toronto
Toronto05-2020
Skills
- B2B Start up SaaS Experience
- Strategic planning
- Customer relationship building
- Customer onboarding
- CRM software
- AI Experience
- Working knowledge of special events and digital marketing
- Excellent leadership, communication and computer skills
- CSM Advocate
References
Available Upon Request
Timeline
Customer Success Manager
Circit
05.2024 - Current
Customer Success Manager
Evaluagent
10.2023 - 03.2024
Customer Success Manager/SaaS
Audience Republic
09.2022 - 09.2023
Parter Success Manager- Lead/Operations
Get ResQ
06.2019 - 08.2022
Digital Marketing Certificate - Marketing
University of Toronto
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