Tori Patterson
Toronto,Canada
Summary
Senior Customer Success Manager with a proven record of driving revenue growth, client retention, and customer satisfaction across a $2.06M ARR portfolio. Recognized as the top performer in renewals and upsells, achieving 90% NPS and 91% CSAT by delivering strategic engagement, proactive account management, and measurable customer outcomes. Skilled at building scalable success frameworks, mentoring and training CSM teams, and aligning customer strategies with business objectives to maximize lifetime value.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Cardata Consultants Inc.
11.2023 - Current
- Delivered top performance in renewals and upsells, managing a $2.06M ARR portfolio and consistently exceeding revenue growth and retention targets.
- Achieved 90% NPS and 91% CSAT, driving exceptional customer experience, loyalty, and advocacy through proactive account management and strategic engagement.
- Enhanced client adoption and engagement by streamlining onboarding to reduce time-to-value, creating tailored training programs, and leveraging usage insights to optimize the customer journey.
- Built team capability and scalability by training and mentoring new CSMs, standardizing best practices, and collaborating cross-functionally to resolve issues and strengthen service delivery.
- Leveraged tools including: HubSpot, Gainsight, ThoughtSpot, Google Suite, Front, Slack, and Guru to analyze client health, anticipate needs, identify upsell opportunities, and strengthen relationships.
Senior Sales Development Representative
Clio, Legal Software
09.2021 - 11.2023
- Consistently exceeded sales quotas and conversion goals, recognized as a top-performing SDR for turning cold and nurture leads into qualified opportunities.
- Built team capability by training and mentoring new hires, leading call reviews, and sharing resources and best practices to drive team-wide performance.
- Engaged with 50+ legal professionals daily, building rapport and trust while effectively positioning solutions in a high-volume, fast-paced environment.
- Collaborated cross-functionally with Sales Operations, Marketing, Account Executives, and Customer Success to align pipeline generation with revenue objectives.
- Leveraged Salesforce, SalesLoft, TalkDesk, Drift, and other tools to forecast, track, and optimize outreach activities.
Senior Customer Satisfaction Specialist, B Yoga & Halfmoon
Mindful Collective Co., Operations Department
07.2020 - 09.2021
- Strengthened customer experience by collaborating across Sales, Operations, Product, E-commerce, and Marketing to resolve complex issues and improve order, product, and website processes.
- Served as Interim Customer Satisfaction Manager, leading reporting and analysis on claims, shipping, and sales while driving proposals that identified and delivered process improvements.
- Managed MCC’s co-branding partnerships with North American studios and corporate partners, aligning internal operations to support brand growth.
- Increased efficiency and communication clarity by creating 60+ templated replies and SOPs adopted company-wide by Customer Satisfaction and Sales teams.
- Researched and proposed loyalty program strategies that enhanced customer engagement for B Yoga and Halfmoon brands.
- Contributed to organizational culture as an active member of the Diversity, Equity & Inclusion Taskforce.
- Tools: Shopify, HelpScout, Google Suite, Microsoft Office, ShipStation, Asana.
Territory Sales Representative
EF Educational Tours
02.2019 - 04.2020
- Delivered record-high territory sales while retaining the majority of group travel contracts during the COVID-19 pandemic, exceeding enrollment and tour booking targets despite a highly challenging market.
- Managed and expanded a sales territory, driving growth across existing accounts while acquiring new business to consistently exceed sales goals.
- Built and maintained key relationships with schools and educators, providing exceptional service and long-term value that strengthened client loyalty.
- Negotiated contracts in competitive environments, ensuring customers received optimal value, service, and support.
- Collaborated with internal teams to ensure seamless customer experiences and tracked territory metrics to forecast sales with accuracy.
- Tools: Microsoft Office 365, Power BI, DialPad, EF CRM.
Coordinator, Development & Grants
Coast to Coast Against Cancer Foundation
06.2018 - 02.2019
- Founded the organization’s first Young Professionals Network (YPACC), expanding donor engagement.
- Managed grant disbursement strategy and facilitated funding committee decisions.
- Cultivated donor relationships, secured in-kind donations, and created marketing content to support fundraising campaigns.
Community Development & Events Intern
Maple Leaf Sports and Entertainment, MLSE Foundation
09.2017 - 12.2017
- Delivered record-breaking $41K+ fundraising campaign, an $11K YoY increase, and raised an additional $15K through auctions/raffles.
- Supported grant cycles by reviewing applications and administering funding processes.
- Coordinated high-profile events (Leafs & Legends Golf Tournament, Raps City Social) and developed communication/reporting materials.
Education
Sport and Event Marketing, Post-Graduate -
George Brown College
Toronto, Ontario01.2018
Bachelor of Arts - Communication Studies, Psychology Minor
Wilfrid Laurier University
Waterloo, Ontario01.2017
Skills
- Enterprise Account Management
- Executive Stakeholder Management
- Customer Experience & Retention Strategy
- Cross-Functional Collaboration
- Data-Driven Insights & Reporting
- Onboarding & Adoption Optimization
- Leadership & Team Enablement
- Change Management
Timeline
Senior Customer Success Manager
Cardata Consultants Inc.
11.2023 - Current
Senior Sales Development Representative
Clio, Legal Software
09.2021 - 11.2023
Senior Customer Satisfaction Specialist, B Yoga & Halfmoon
Mindful Collective Co., Operations Department
07.2020 - 09.2021
Territory Sales Representative
EF Educational Tours
02.2019 - 04.2020
Coordinator, Development & Grants
Coast to Coast Against Cancer Foundation
06.2018 - 02.2019
Community Development & Events Intern
Maple Leaf Sports and Entertainment, MLSE Foundation
09.2017 - 12.2017
Bachelor of Arts - Communication Studies, Psychology Minor
Wilfrid Laurier University
Sport and Event Marketing, Post-Graduate -
George Brown College
Similar Profiles
Damani SinclairDamani Sinclair
Automotive Photographer & Inventory Specialist at CardataAutomotive Photographer & Inventory Specialist at Cardata
Charles UdehCharles Udeh
Automotive Photographer at Cardata IncAutomotive Photographer at Cardata Inc
Katie TheriaultKatie Theriault
Customer Success Team Lead at CardataCustomer Success Team Lead at Cardata
David KingstonDavid Kingston
Occasional Teacher at Toronto District School BoardOccasional Teacher at Toronto District School Board
Bindu SharmaBindu Sharma
Registered Nurse, Medical-Surgical Unit at UHNRegistered Nurse, Medical-Surgical Unit at UHN