Rachel Lee
South Lake Tahoe,CA
Summary
Dynamic and results-driven Customer Success leader with a proven track record of accelerating career growth from SDR to Senior Customer Success Manager at a top-tier research firm. Known for consistently exceeding ambitious goals in high-pressure environments through strategic thinking, strong client relationships, and a positive, solutions-oriented mindset. Passionate about optimizing scalable, repeatable revenue processes and delivering measurable impact. Seeking to contribute to a fast-paced, innovative software company where customer success and sales excellence drive growth.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
Forrester Research
04.2022 - Current
- Manage the full client lifecycle of 45 strategic Executive-level seat holders while conducting regular business reviews to track progress towards goals and identify areas for improvement
- Developed data-driven action plans to improve customer outcomes and experiences, reducing churn rate and while identifying upsell/cross sell opportunities
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Leader of the Service Level Champions group; designated the SME for the CS organization for new-hire onboarding and embedding best practice
Customer Success Manager
Sitecore
05.2021 - 04.2022
- Responsible for book of business worth over $3.5M consisting of 95 companies ranging from high enterprise and Fortune 500 down to lower mid-market across all verticals
- Facilitates conversations with key customers to ensure satisfaction as well as identify cross and upsell opportunities within named account list leading $4.7M in sourced pipeline and 170% quota attainment
Account Manager
Sitecore
09.2019 - 05.2021
- Identify and execute all product demo and brings to close net-new business in the territory with companies under $500M in revenue, in every vertical but Healthcare
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Closed $3.3M in renewals and sourced $4.7M in pipeline with 170% quota attainment
Account Executive
Renaissance Learning Inc.
06.2018 - 07.2019
- Displayed sales expertise in full suite of products and facilitate all renewal conversations with current customers in territory leading to $1.34M renewal business.
- Responsible for prospecting and acquiring new schools/districts in a set of key accounts in Northern California, resulting in $2.3M pipeline creation
- Interfaced with internal department heads in order to develop comprehensive strategies for acquiring new business
Marketing and Operations Manager
Rios & Company
10.2017 - 05.2018
- Conduct outreach to current and prospective clients to drive increased new and existing business revenue
- Designed and implemented strategic acquisition and brand marketing campaigns on social media platform
- Responsible for interviewing, hiring, training and progress tracking of all employees
Sales Development Representative
OpenGov
09.2016 - 09.2017
- Outbound prospected (60+ calls and 30+ emails per day) to qualify or disqualify potential opportunities
- Spearheaded a 2x increase in qualified pipeline creation: designed effective and scalable outreach cadences following all trade shows and marketing webinars
Sales Development Representative
EverString
05.2015 - 08.2016
- Educated prospects on Predictive Marketing space by crafting persuasive messaging campaigns and outreach cadences to create $4.9M pipeline and $95K in booked revenue
- Worked closely with Account Executive team and contributed to all stages of the closing cycle
- Used data analytics to identify and track sales trends and develop actionable insights
Education
Bachelor of Arts - Political Science
University of Texas At Austin
Austin, TX05.2014
Skills
- Strategic and Leadership Skills: Customer Success Strategy, Executive Stakeholder Management, Customer Advocacy and Reference Programs, VoC Programs, NPS and CX Index Scores, Change Management
- Business Acumen: Churn Analysis and Mitigation, Business Reviews, Data-Drive Decision Making, Revenue Retention and Expansion Strategy
- Cross-Functional Collaboration: Product Feedback Loop, Customer Onboarding and Efficiency, Collaboration with Sales, Product, Research and Leadership
- Tools and Technical Proficiency: Gainsight, Salesforce CRM and Reporting, Automation and Workflow Automation, MSFT Suite
Languages
Spanish
Limited Working
Italian
Elementary
Timeline
Senior Customer Success Manager
Forrester Research
04.2022 - Current
Customer Success Manager
Sitecore
05.2021 - 04.2022
Account Manager
Sitecore
09.2019 - 05.2021
Account Executive
Renaissance Learning Inc.
06.2018 - 07.2019
Marketing and Operations Manager
Rios & Company
10.2017 - 05.2018
Sales Development Representative
OpenGov
09.2016 - 09.2017
Sales Development Representative
EverString
05.2015 - 08.2016
Bachelor of Arts - Political Science
University of Texas At Austin
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