Summary
Overview
Work History
Education
Skills
Certification
Websites
References
Timeline
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Natalie Hood

Waterloo,ON

Summary

Results-driven Customer Success Manager with a track record of driving customer retention, managing high-value portfolios, and achieving renewal rates of over 90%. Experienced at fostering executive relationships, aligning customer goals with product capabilities, and leading initiatives that enhance adoption, satisfaction, and growth.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

Axonify
Waterloo, Ontario
03.2025 - Current
  • Develop strategic customer plans, managing revenue targets for 18 or more customers.
  • Manage a portfolio of $4.5M ARR, with an 85%+ renewal rate.
  • Cultivated and maintained strategic relationships across executive and C-suite levels to enhance business collaboration.
  • Led strategic sessions to drive value and optimize product utilization.
  • Collaborate directly with an Account Manager and a Customer Solutions Manager to enhance the customer experience.
  • Work closely with product and development teams to align future innovations with customer strategies by communicating customer needs and suggestions.

Inside Account Executive

Thriver (Formerly Platterz)
Kitchener, Ontario
07.2019 - 04.2025
  • Sold online corporate catering solutions to SMB and mid-market businesses, achieving over $90K in revenue and consistently exceeding quotas.
  • Generated and qualified leads using HubSpot, Salesforce, ZoomInfo, Outreach, and Sales Navigator, managing a pipeline of 70+ companies.
  • Collaborated with CFOs and CEOs to finalize deals through online demonstrations and phone negotiations, maintaining customer relationships until transition to account managers.

Customer Success Manager

Axonify
Waterloo, Ontario
07.2023 - 03.2025
  • Managed a $1.5M portfolio, achieving a 90%+ renewal rate.
  • Developed strategic customer plans and managed revenue targets for 30+ accounts, fostering executive-level relationships to drive business value.
  • Collaborated with cross-functional teams to enhance customer adoption of Axonify capabilities, aligning feedback with innovation agendas and mitigating account risks.
  • Accurately forecast renewal and expansion revenue.

Customer Success Representative

Axonify
Waterloo, Ontario
03.2022 - 07.2023
  • Managed a portfolio of 32+ Axonify customers at a time.
  • Consistently hit quota by maintaining relationships with executives and mid-management, delivering value, and ensuring customer satisfaction.
  • Conducted account analysis, prepared success plans, and led quarterly business reviews to align customer goals with Axonify capabilities and drive value realization.
  • Manage and mitigate risk within customer accounts by selling value and building relationships across the customer organization.

Business Development Representative

Axonify
Waterloo, Ontario
09.2020 - 02.2022
  • Engaged prospective customers by identifying their needs, effectively communicating the Axonify brand, and qualifying opportunities to drive sales funnel growth.
  • Conducted in-depth industry research to understand trends and pain points, building trusted relationships and generating awareness of Axonify within target markets.
  • Collaborated with cross-functional teams to align outreach strategies with marketing campaigns, leveraging insights to optimize campaign performance and nurture strategic accounts.

Sales Development Representative

Thriver (Formerly Platterz)
Kitchener, Ontario
09.2018 - 07.2019
  • Collaborated with Account Executives to strategically prospect and generate leads using various software tools.
  • Consistently achieved and surpassed sales quotas by effectively booking 30-40 meetings monthly with qualified leads.
  • Managed a robust pipeline of over 100 companies, ensuring consistent engagement and opportunity development.

Education

Business Marketing Diploma - Business

Fanshawe College of Applied Arts And Technology
London, None
04-2017

Skills

  • Relationship management
  • Problem solving
  • Time management
  • Leadership
  • Strong communicator
  • Data/value-driven
  • Cross-functional collaboration

Certification

  • Cerebral Selling Sales Academy Certification - 2021

References

References available upon request.

Timeline

Senior Customer Success Manager

Axonify
03.2025 - Current

Customer Success Manager

Axonify
07.2023 - 03.2025

Customer Success Representative

Axonify
03.2022 - 07.2023

Business Development Representative

Axonify
09.2020 - 02.2022

Inside Account Executive

Thriver (Formerly Platterz)
07.2019 - 04.2025

Sales Development Representative

Thriver (Formerly Platterz)
09.2018 - 07.2019

Business Marketing Diploma - Business

Fanshawe College of Applied Arts And Technology

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Natalie Hood