Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Veronica Murillo

San Francisco

Summary

Collaborative leader dedicated with eight years of experience in Customer Success with strengths in fostering an inclusive work culture. Skilled in relationship-building and problem-solving in fast-paced environments. Proficient in team leadership, customer relations, and decision-making to drive company success and enhance employee engagement.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Strategic Customer Success Manager

Miro
06.2022 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Partnered with Customer Success Consultants and Onboarding Consultants on new customer onboardings and migrations.
  • Conducted regular Joint Success Plan reviews to assess progress and strategize future growth opportunities.
  • Partnered with the Digital Success team to create scalable newsletters to drive adoption, provisioning, and reduce churn.
  • Coordinated with our Product and Support teams to address client needs quickly and efficiently.
  • FY24: GRR: 109% to target (93.5% GRR).
  • Activation: 109% to target.
  • Only $4k churn in FY24.
  • Supported $312K in expansion ARR.

Senior Customer Success Manager, Global Accounts

LinkedIn
07.2021 - 06.2022
  • Team Lead- organized and ran team meetings.
  • Coordinated mentoring circles with SMB and Mid-Market CSMs.
  • Planned and executed a four-day offsite for all Global CSMs and leadership CS org.
  • Global POD Lead.
  • Managed a book of business of four of our most strategic customers.
  • Briefed our CEO and executive sponsor for meetings with one of our biggest customers.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Lead org-wide initiatives to develop more customer-centric success plans.
  • Managed a book of decentralized customers to bring more unity to their companies.
  • Reduced churn rate by understanding and solving our customers' key initiatives and tying that back to our joint success plans.

Senior Customer Success Manager, Major Accounts

LinkedIn
01.2021 - 08.2021
  • Established and drove team priorities in a newly formed segment.
  • Partnered with the Product team to ensure CSMs were up to date on all product updates to communicate changes with customers better.

Senior Customer Success Manager, Enterprise

LinkedIn
02.2018 - 09.2020
  • Strategized and implemented new ways of working with team, cross-functional partners, and customers while working from home.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.

Customer Success Manager, Mid-Market

LinkedIn
02.2017 - 03.2018
  • Developed a playbook and delivered training sessions across all segments dedicated to partnering with your sales partner.
  • Identified and communicated customer needs to cross-functional partners- Sales, Marketing, Support.
  • Helped develop scalable newsletters focused across a wide-variety of customers.

Customer Success Manager, SMB

LinkedIn
02.2016 - 02.2017
  • Member of the inaugural SBM CS team for Sales Solutions.
  • Laid the foundation for an SMB CSM's roles and responsibilities.
  • Managed and prioritized a portfolio of 100+ SMB customers.
  • Partnered with 5 Relationship Managers.
  • Built out onboarding and enablement playbooks.

Education

Bachelor of Arts - Business Administration And Management

Menlo College
Atherton, CA
05.2010

Skills

  • Leadership
  • Communication
  • Training and Mentoring
  • Process Creation
  • Process Improvement
  • Account Management
  • Relationship Building
  • Growth and Retention

Certification

  • Scrum Master Certified

Languages

Spanish
Native or Bilingual

Timeline

Senior Strategic Customer Success Manager

Miro
06.2022 - Current

Senior Customer Success Manager, Global Accounts

LinkedIn
07.2021 - 06.2022

Senior Customer Success Manager, Major Accounts

LinkedIn
01.2021 - 08.2021

Senior Customer Success Manager, Enterprise

LinkedIn
02.2018 - 09.2020

Customer Success Manager, Mid-Market

LinkedIn
02.2017 - 03.2018

Customer Success Manager, SMB

LinkedIn
02.2016 - 02.2017

Bachelor of Arts - Business Administration And Management

Menlo College

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Veronica Murillo