Social Discovery Group - Customer Success & Revenue Retention Manager
March 2022 - Present
- Increased renewal rates by 13% year-over-year by implementing a data-driven retention framework across global markets.
- Managed a high-value portfolio of 150+ global SaaS accounts, maintaining a 95% CSAT by delivering proactive success plans and strategic interventions.
- Oversaw the subscription lifecycle for high-volume user segments, leveraging automated onboarding and engagement workflows to maintain 99.9% SLA compliance.
- Resolved $50k+ in monthly high-risk billing issues and payment failures, ensuring consistent financial accuracy across global transactions.
- Handled Tier 2 technical escalations via Jira, reducing resolution time by 15% and clearing a 3-month backlog within 6 weeks.
- Managed 20+ public-facing complaints monthly, successfully restoring trust for 90% of escalated cases and strengthening brand reputation.
- Boosted engagement for churn-risk users by 18% through personalised, automated retention messaging triggered by usage data.
- Led daily operational audits of top-tier accounts, improving team response efficiency and maintaining 100% adherence to high-priority SLAs.
- Managed end-to-end customer lifecycle for global users across the US, Americas, Europe, Asia, and Africa using Salesforce and Talkdesk.
- Improved user engagement and retention through targeted email and chat strategies based on regional behavioural insights.
- Executed high-risk account actions, including audits, deletions, and compliance checks, with 100% data accuracy.
- Maintained compliance with GDPR, CCPA, and global privacy standards across all customer interactions.
- Resolved complex account and subscription issues, ensuring seamless service continuity across multiple regions.
Influx (for Clipboard Health) - Customer Support Representative
September 2021 - January 2022
- Delivered 24/7 omnichannel Success Support for 100+ US healthcare facilities, managing mission-critical staffing and shift-booking logistics.
- Maintained 100% HIPAA compliance and data integrity while processing secure payments and handling sensitive medical records.