Rachael R. Bingham
Aurora
Summary
Customer Success Manager with a strong focus on retention strategies and cross-functional collaboration. Proven track record of executing successful churn reduction techniques and maximizing client ROI. Leveraged insights from data analysis to foster enduring business relationships and enhance onboarding processes across complex environments.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Gusto
Denver
11.2021 - Current
- Achieved over 95% customer retention by leading structured success planning engagements and delivering data-driven quarterly business reviews focused on outcomes.
- Managed $3.7 million book of business as strategic post-sales partner for onboarding, adoption, retention, renewals, and expansion across complex customer environments.
- Executed proactive churn prevention by analyzing usage data, sentiment signals, and health indicators to identify risks and implement targeted mitigation strategies.
- Led initiatives to ensure value realization, maximizing ROI for clients.
- Collaborated with global clients to streamline HR and employment workflows, enhancing onboarding compliance and workforce management across multiple countries.
- Attained 99% to 138% of quotas across monthly and quarterly metrics through disciplined execution and value-based conversations.
Customer Success Manager
MJFreeway
Denver
01.2019 - 11.2021
- Managed multi-million-dollar SMB portfolio, overseeing onboarding, adoption, renewals, and expansion.
- Secured renewals and incremental revenue through proactive account planning and collaboration with sales teams.
- Streamlined onboarding processes, enabling customers to realize early value in regulated workflows.
- Provided primary Spanish-speaking CSM support for Puerto Rico, fostering trust through culturally aligned communication.
- Liaised between product management and customers to enhance feature collaboration and communicate roadmap priorities.
Senior Account Manager
Baker Technologies
Denver
06.2018 - 12.2019
- Achieved 99%+ client retention and over 17% expansion as top-performing account manager.
- Streamlined account management practices, boosting client satisfaction through more efficient service delivery.
- Established processes and guidelines for configuring new client accounts, ensuring smooth onboarding and setup.
- Managed international and Spanish-speaking markets, training teams on product launches to improve market penetration.
- Conducted market research to develop strategic plans maximizing client return on investment.
- Collaborated with community and product teams to align customer needs with product roadmaps.
- Served as trusted advisor for software and SaaS products, advocating for client needs.
- Facilitated communication between clients and internal support, engineering, and sales teams.
Business Account Representative
Comcast Business
Greenwood Village
02.2016 - 06.2018
- Met and exceeded all assigned sales quotas and achieved targeted customer experience scorecard metrics
- Generated sales through outbound cold calling and lead follow-up, utilizing various software programs and techniques to engage potential clients
- Delivered seamless digital options at every touch point to enhance customer experience and secured future business through proactive referral requests
- Consulted with business customers on their business application, solicited referrals for potential new prospects and closed web leads
- Resolved customer issues quickly and strived to reach resolution on the first call or escalate issues appropriately
- Updated and maintained prospect database and opportunity funnel daily, ensuring timely fulfillment of customer orders and effective time management
- Managed multiple activities simultaneously including interacting with customers while using multiple software programs
Enterprise Account Manager
Progyny
New York
05.2015 - 07.2016
- Managed key enterprise accounts, including Facebook and Domo, delivering customized solutions that drove growth.
- Collaborated with in-house creative services team on collateral and campaign development, ensuring successful execution.
- Increased engagement with Hispanic clientele by conducting meetings in Spanish and translating materials for effective communication.
- Facilitated access to fertility treatment programs and financing options by enrolling patients in necessary resources.
- Advocated for patients by clearly communicating needs to clinics and healthcare professionals, enhancing patient experience.
Education
B.A. - Communication Studies, Foreign Language (Spanish)
Colorado State University
Fort Collins, CO12-2010
Skills
- Customer relationship management
- Customer retention strategies
- Customer feedback analysis
- Onboarding processes
- ROI maximization
- CRM software proficiency (Hubspot, Salesforce, Outreach ect)
- Cross-functional collaboration
- Regulations compliance
Languages
Spanish
Native/ Bilingual
Timeline
Customer Success Manager
Gusto
11.2021 - Current
Customer Success Manager
MJFreeway
01.2019 - 11.2021
Senior Account Manager
Baker Technologies
06.2018 - 12.2019
Business Account Representative
Comcast Business
02.2016 - 06.2018
Enterprise Account Manager
Progyny
05.2015 - 07.2016
B.A. - Communication Studies, Foreign Language (Spanish)
Colorado State University