Zoey Sarwari
Roseville,CA
Summary
Senior Strategic Customer Success Manager with 10+ years of SaaS and Fintech experience. Manage a $1.5M+ MRR portfolio of enterprise customers, maintaining 100% renewals, exceeding revenue targets (100.4% attainment to date), and driving consistent expansion growth. Trusted advisor to executive stakeholders, including directors, VP's and CFO's.
Overview
10
10
years of professional experience
Work History
Senior Strategic Customer Success Manager
BILL
Remote
01.2024 - Current
- Manage a portfolio of 75 strategic enterprise accounts representing $1.5M+ in monthly recurring revenue representing Bill's top 1% accounts
- Maintain 100% contract renewals with an average increase of 15%
- Consistently exceeding revenue targets with 101.4% attainment YTD.
- Exceeded expansion quota for 18 consecutive months, averaging 4 closed opportunities per month against a target of 3.
- Currently ranked #1 toward President's Club qualification among Customer Success Managers for FY2026
- Serve as strategic advisor to enterprise stakeholders including Directors, VPs, and CFOs to optimize financial operations and payment workflows.
- Manage relationships with high-profile enterprise brands.
- Partner cross-functionally with Sales, Engineers,Product, Support, and Implementation teams to improve customer outcomes, retention, and product adoption.
- Mentor and onboard new Customer Success team members
- Recognized as a top-performing CSM with FY26 Q3 Champions Club recognition and multiple internal performance awards.
Customer Success Manager
BILL
Remote
01.2021 - 01.2024
- Managed 60 customer accounts with $800k in MRR, focused on retention, adoption, and long-term account growth.
- Led customer cadence meetings and executive business reviews to improve platform utilization and customer outcomes.
- Supported enterprise clients with adoption of AP, AR, ACH, virtual card, and international payment solutions.
- Collaborated with Sales teams to support renewal strategy and identify account expansion opportunities.
- Contributed to onboarding and enablement efforts for new team members while helping refine customer success processes.
- Developed customer training materials to enhance user experience and product understanding.
- Collaborated with cross-functional teams to resolve complex client issues and enhance overall satisfaction.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Senior Implementation Consultant
BILL
Remote
01.2018 - 01.2021
- Led onboarding and implementation engagements for mid-market and enterprise customers.
- Implemented an average of 15 implementations per week.
- Developed onboarding workflows and implementation strategies to improve customer adoption and operational efficiency.
- Partnered with cross-functional teams to deliver seamless customer transitions and successful platform deployments.
- Developed and executed comprehensive training programs for clients on software solutions.
- Conducted post-implementation reviews to assess success and recommend future enhancements.
- Implemented accounts to integrated with Quickbooks, Intacct and NetSuite.
Technical Support & Partner Support Roles
BILL
Palo Alto
01.2016 - 01.2018
- Built foundational expertise across Fintech operations, customer support, and technical troubleshooting.
- Supported customers across multiple financial software integrations and payment workflows.
- Recognized for strong customer satisfaction, product knowledge, and cross-functional collaboration.
- Processed an average of 200 technical issues a week.
- Led strategic initiatives to enhance partner engagement and collaboration across business units.
- Collaborated with cross-functional teams to streamline processes and improve partner satisfaction rates.
Education
Bachelor of Arts - Sociology
California State University - East Bay
Hayward, CA05.2011
Skills
- Enterprise Customer Success
- Revenue Retention & Expansion
- QBR & Success Planning
- Fintech & SaaS Solutions
- QuickBooks, NetSuite, Sage Intacct
- Proficient in Gainsight, Gong, Salesforce, Zendesk, Tableau, G Suite
Awards & Recognition
FY26 Q3 Champions Club Recognition, CSM MVP – April 2022, Winner, Delighter Jam – June 2018, Recognized multiple times for customer retention, revenue attainment, and strategic account performance
Timeline
Senior Strategic Customer Success Manager
BILL
01.2024 - Current
Customer Success Manager
BILL
01.2021 - 01.2024
Senior Implementation Consultant
BILL
01.2018 - 01.2021
Technical Support & Partner Support Roles
BILL
01.2016 - 01.2018
Bachelor of Arts - Sociology
California State University - East Bay