Claire Pendergrast
Denver
Summary
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
5
5
years of professional experience
Work History
Senior Customer Success Manager
Gusto
05.2024 - Current
- Managed a high-volume portfolio of 350 clients, delivering tailored strategic guidance and support across onboarding, adoption, retention, and renewal stages.
- Achieve an average Net Dollar Retention (NDR) of 112% quarter over quarter, driving consistent revenue expansion and client satisfaction through proactive success planning and value delivery.
- Collaborate cross-functionally with Sales, Product, and Support teams to resolve client pain points, resulting in a 15% decrease in churn risk across the managed book of business.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Customer Success Manager – Mid-Market
CreatorIQ
06.2023 - Current
- Cultivated post-sales customer relationships to enhance partnerships through strategic account management.
- Collaborated with Sales, Enablement, Customer Support, and Product teams to facilitate successful onboarding of contracted services.
- Advised clients on best practices for leveraging CreatorIQ products for influencer marketing and brand advocacy.
- Monitored customer usage and health metrics, developing strategies for user adoption, retention, and growth.
- Promoted CreatorIQ products by conducting training sessions and product roadmap reviews to ensure feature adoption.
- Compiled and disseminated best practice examples and case studies across global teams.
Customer Success Manager II
GRIN
08.2021 - 06.2023
- Established relationships with over 85 mid-market and enterprise customers to drive adoption and business outcomes.
- Orchestrated onboarding, training, and strategy sessions to enhance clients' marketing program effectiveness.
- Facilitated renewal discussions with decision-makers to align services with client needs.
- Identified expansion opportunities to equip customers for growth in influencer marketing initiatives.
- Collaborated with Sales, Product, and Engineering teams to deliver actionable feedback for customer retention.
- Conducted weekly data hygiene via Salesforce to maintain accurate meeting notes, forecasts, and client requests.
Customer Success Manager – SaaS Sales
Meltwater
10.2020 - 08.2021
- Managed success of portfolio comprising 115 Meltwater clients.
- Established trusted relationships to drive continuous product value.
- Drove client engagement and adoption, fostering enthusiasm.
- Oversaw customer satisfaction, retention, and expansion of accounts.
- Collaborated with sales teams for onboarding and training of new clients.
- Conducted executive business reviews, gathering customer feedback for improvements.
- Identified up-selling and cross-selling opportunities with Growth Executive team.
- Negotiated and closed renewal agreements with C-level executives.
Education
Bachelor’s Degree - Creative Writing
University of Memphis
Memphis, TN05.2016
Skills
- Salesforce
- Data-driven decision making
- Client management
- Customer advocacy
- SaaS sales strategies
- Relationship management
- Project management and CRM tools (Salesforce, Gainsight, Planhat, Outreach)
- Upselling strategies
- Business acumen
- Negotiation skills
- Conflict resolution
Timeline
Senior Customer Success Manager
Gusto
05.2024 - Current
Customer Success Manager – Mid-Market
CreatorIQ
06.2023 - Current
Customer Success Manager II
GRIN
08.2021 - 06.2023
Customer Success Manager – SaaS Sales
Meltwater
10.2020 - 08.2021
Bachelor’s Degree - Creative Writing
University of Memphis
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