Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Donald Langham

San Ramon

Summary

Senior Customer Success Manager with a strong record at Brightidea, achieving 95% client retention through strategic relationship management and data analysis. Skilled in cross-functional collaboration and contract negotiation, driving customer value and business growth. Proficient in Salesforce, with a focus on building enterprise relationships through effective communication and emotional intelligence.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

Brightidea
San Francisco
03.2020 - 04.2025
  • Managed a portfolio of 30+ enterprise clients, with a heavy focus on customer retention, driving adoption, overseeing contract negotiations, renewals, and customer expansion opportunities, contributing to $2.5M in ARR and consistent revenue growth.
  • Created value for Fortune 500 enterprise clients through strategic conversations with executive sponsors to understand organizational and departmental goals, then managing the relationship to drive adoption in those respective strategic areas, thus driving growth while mitigating churn.
  • Own relationships by leading Strategic Business Reviews, operational meetings, and client kick-offs to ensure value realization and alignment with client’s business objectives.
  • Leveraged data analytics to develop custom success plans, identifying upsell opportunities and reducing churn risk while contributing to 95% retention.
  • Collaborated cross-functionally with product, engineering, and solutions engineering teams to provide customer feedback, advocate for new features and feature enhancements, contributing to a 95% team retention rate.
  • Designed and implemented an automated onboarding model in Figma, enhancing onboarding efficiency and contributing to a successful 2021 project kickoff.
  • Optimized AI tool implementation through detailed technical guidance and tailored training during quarterly releases, improving AI adoption.

Customer Success Manager

STEELE Compliance Solutions Inc.
Remote
04.2019 - 03.2020
  • Guided 50+ global enterprise clients in achieving compliance program objectives, leading to a 97% retention and renewal rate.
  • Led change management processes for platform adoption, ensuring smooth client transitions and maximizing usage, contributing to a 97% retention and renewal rate.
  • Streamlined account transitions during a software acquisition by becoming an SME on the new products, conducting high-touch cadence meetings, and customizing adoption plans for clients, resulting in a 100% renewal rate for absorbed customers.
  • Used data-driven strategies to track adoption progress, identify risks, and drive higher engagement, contributing to long-term platform usage.

Founding Customer Success Manager

3PlayMedia
Boston
02.2017 - 01.2019
  • Created and launched 3PlayMedia’s first Customer Success Manager role by identifying a gap in client success metrics and collaborating with the Chief Customer Officer to define and refine KPIs still in use today, driving the company’s focus on maximizing customer value on the platform.
  • Built scalable success models by developing comprehensive onboarding documentation, including scripts and quizzes for new hires, which reduced ramp-up time for new hires by 30%.
  • Managed a portfolio of 300+ accounts, utilizing Salesforce for detailed account management, driving a 50% revenue increase to $3.8M.
  • Led cross-functional collaboration with the Chief Customer Officer, engineering, and product teams to develop an internal action items management tool, reducing churn by 75%.

Education

B.S. - Business Administration, Minor in Information Systems

University of Nevada
Reno, NV, USA
06.2014

Skills

  • Proficient in Salesforce, Zendesk, HubSpot, and Figma
  • Strong Communication Skills
  • Presentation Skills
  • Cross-Functional Collaboration
  • Project Management
  • Change Management
  • Adoption Strategy
  • Retention Strategy
  • Expansion Strategy
  • Quarterly Business Review Facilitation
  • Enterprise Customer Relationship Building
  • Emotional Intelligence
  • Proficient in learning and communicating new technologies with a background in information systems
  • Data analytics
  • Contract negotiation
  • Onboarding design
  • AI implementation

Certification

The Expansion Program Impact Academy - 2024

  • Enhanced expertise in customer success, strategic consulting, identifying growth opportunities, and customer engagement strategies.

Udemy - 2024

  • Focused on the fundamentals of AI agents and their use in solving complex problems and improving user interactions in customer service and business automation.

Timeline

Senior Customer Success Manager

Brightidea
03.2020 - 04.2025

Customer Success Manager

STEELE Compliance Solutions Inc.
04.2019 - 03.2020

Founding Customer Success Manager

3PlayMedia
02.2017 - 01.2019

B.S. - Business Administration, Minor in Information Systems

University of Nevada

Similar Profiles

CREATE PROFILE
Donald Langham