Samantha Styczynski Smith
Burlington,ON
Summary
Dynamic and dedicated Senior Customer Success Manager with a proven track record of professional growth, delivering delightful customer experiences and excelling in relationship management, teamwork, and cross-departmental communication to achieve growth across the business. Spearheaded initiatives that have led to significant growth in annual recurring revenue for the entire team and improved company-wide customer knowledge.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager
Trint
07.2022 - Current
- Work in a pod with an Account Manager, managing a shared portfolio of approximately 120 accounts totaling $1.5 million USD in annual recurring revenue (ARR) with an average quarterly achievement of 105% net dollar retention.
- Key responsibilities include technical onboarding and management of clients: facilitating SSO implementation and technical integrations, product training, product feedback, ensuring swift product adoption and establishing a cadence for regular communication with clients.
- Lead scheduled customer quarterly and monthly business reviews with key stakeholders to track indicators of success, share product updates and assist Account Manager with negotiation of contract renewals.
- Collaborate internally with Sales, Product, Finance and Engineering teams to foster strong customer relationships, ensure a delightful customer experience, and contribute to the overall growth of the company.
- Serve as the primary point-of-contact for strategic clients in both small-to-medium business and Enterprise markets, ensuring timely resolution of issues and effective communication and expectation setting.
- Responsible for creative initiatives to minimize churn and uncover upsell and expansion opportunities across my account base such as win-back campaigns.
- Contribute to a positive and friendly culture at Trint to cultivate strong relationships with colleagues, leading a monthly Book Club and managing monthly "Step Challenges".
Customer Success Manager
Trint
10.2021 - 06.2022
- Similar responsibilities to current role, with a smaller portfolio of approximately 100 accounts totally $1.1 million in ARR.
- Took part in a four-person "Communication Taskforce" with three colleagues from other parts of the business dedicated to improving communication across the company both within and between departments.
- Established a process for managing seat overages that continues to provide low touch upsell opportunities for the entire team on a monthly basis.
Customer Success Associate
Trint
03.2021 - 09.2021
- After a successful tenure as a top-performing BDR, promoted to Customer Success, beginning with a reduced portfolio of approximately 70 accounts totaling $750k in ARR.
- Spent the first month of this role getting introduced to all customers over an initial call, establishing strong relationships from my initial introduction to ensure mutual trust.
- Established a "Customer Use Case Catalogue" which continues to be an internal asset and onboarding material for all new employees of Trint.
Business Development Representative
Trint
09.2019 - 02.2021
- Increased client base by identifying potential customers and initiating strategic outreach - both inbound and outbound prospecting with a strong emphasis on outbound and cold outreach.
- Consistently earned a spot in the top two performing representatives on the team on a quarterly basis.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers, eventually leading to a strong interest in and subsequent opportunity to join Customer Success.
Education
In Progress - Business Admin Certificate -
McMaster University: Continuing Education
Hamilton, ONMaster of Arts - Criminology
Wilfrid Laurier University
Brantford, ON10-2017
Bachelor of Social Science - Major in Criminology, Minor in Religious Studies
University of Ottawa
Ottawa, ON05-2015
Skills
- Data-driven decision making
- Relationship management
- Customer advocacy
- Proficient in Customer Success and Account Management use of Salesforce, Mixpanel, Stripe, Gitlab, Sales Navigator, Zoom, Google Drive & Hubspot
Timeline
Senior Customer Success Manager
Trint
07.2022 - Current
Customer Success Manager
Trint
10.2021 - 06.2022
Customer Success Associate
Trint
03.2021 - 09.2021
Business Development Representative
Trint
09.2019 - 02.2021
Bachelor of Social Science - Major in Criminology, Minor in Religious Studies
University of Ottawa
In Progress - Business Admin Certificate -
McMaster University: Continuing Education
Master of Arts - Criminology
Wilfrid Laurier University