Emma Eustace
Toronto,Ontario
Summary
Driven Customer Success Manager with proven record in driving revenue and enhancing customer experience. Excel in in relationship building, customer retention strategies, and problem-solving techniques. Committed to leveraging these skills to support company growth and client success.
Overview
3
3
years of professional experience
Work History
Customer Success Manager, Team Lead
Darktrace
Toronto
09.2022 - Current
- Managed 5 other Enterprise Customer Success Managers to ensure successful onboarding and renewal targets were exceeded, while managing a 3M renewal book of business.
- Coached team members on best practices for delivering exceptional customer experiences and renewal retention.
- Supported CSMs on client calls specifically for EBRs, client escalations, or product inquiries.
Enterprise Customer Success Manager
Darktrace
Toronto
01.2022 - Current
- Managed portfolio of over 2.5M in annual recurring revenue across US and Canadian territories for both Enterprise and Strategic clients.
- Grew portfolio by 1.2M, moving 9 Enterprise clients to Strategic, and took on higher ACV accounts.
- Onboarded net new clients, educating them on Darktrace best practices to maximize customer value.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Interviewed and trained new hires.
Business Development Associate
aka raisin
Toronto
04.2021 - 12.2021
- Identified business prospects through cold calling, networking, marketing and database leads.
- Conducted research on potential customers, competitors, and industry trends.
Education
Bachelor of Arts - Arts Faculty, Media Communication & Information
Aarhus University
Aarhus, Denmark09-2020
Bachelor of Arts - Major in International Development
Dalhousie University
Halifax, NS06-2020
Skills
- Highly motivated and proactive individual dedicated to exceeding performance goals
- Sales proficient with experience applying MEDDPICC strategies to customer renewals and identifying upsell opportunities for additional products or services
- Strong relationship builder, active listener and adaptable communication style to different audiences
- Strategic planning and time management skills
Timeline
Customer Success Manager, Team Lead
Darktrace
09.2022 - Current
Enterprise Customer Success Manager
Darktrace
01.2022 - Current
Business Development Associate
aka raisin
04.2021 - 12.2021
Bachelor of Arts - Arts Faculty, Media Communication & Information
Aarhus University
Bachelor of Arts - Major in International Development
Dalhousie University
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