Zack Ebadi
Erie
Summary
Dynamic Customer Success Manager with a proven track record at Actionstep, driving 18% churn reduction and securing ~$5M ARR through strategic client engagement and tailored SaaS adoption initiatives. Adept in Salesforce and skilled in cross-functional collaboration, I excel in aligning solutions with client objectives to enhance satisfaction and retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Actionstep
Denver
05.2025 - Current
- Managed relationships with over 30 U.S. law firm clients throughout entire customer lifecycle.
- Acted as primary contact for law firm partners, enhancing customer satisfaction and retention.
- Secured additional revenue through renewal and expansion activities, contributing to ~$2M ARR portfolio.
- Monitored client health using CRM dashboards, achieving ~18% reduction in churn risk.
- Collaborated with Implementation, Product, Support, and Sales teams to optimize client workflows.
- Conducted quarterly business reviews to align platform capabilities with client objectives.
- Identified upsell opportunities during strategic check-ins with senior law firm stakeholders.
Customer Success Manager
Modernizing Medicine
Boca Raton
07.2022 - 05.2025
- Served as strategic partner for 18+ enterprise healthcare clients, overseeing $10M ARR and achieving 100% retention.
- Drove $300k revenue growth in 2024 through tailored adoption plans and risk mitigation strategies.
- Collaborated with Sales and Legal teams to secure over five annual contract renewals aligned with client objectives.
- Facilitated Annual Business Reviews with C-suite stakeholders, resulting in more than two expansion deals yearly.
- Conducted weekly and biweekly check-ins with high-touch clients, resolving over 25 escalations through cross-functional collaboration.
Customer Success Manager
Zayo Group Holdings, Inc.
Boulder
07.2018 - 07.2022
- Maintained 95% satisfaction for over 50 strategic accounts, boosting referrals by 20%.
- Created custom onboarding workflows, cutting time-to-value by 25% and enhancing NPS scores.
- Collaborated with Sales to identify upsell opportunities, driving over $2M in annual revenue growth.
Junior Sales Engineer
Lumen (Former CenturyLink)
Broomfield
07.2015 - 07.2018
- Translated technical SaaS solutions into business value for over 100 clients monthly, achieving 95% satisfaction.
- Reduced support costs by 25% through training cross-functional teams on product best practices.
- Guided troubleshooting and adoption processes to enhance client experience and satisfaction.
IT Support Specialist
CU Boulder - Office of Information Technology
Boulder
04.2010 - 12.2014
- Utilized ServiceNow for managing over 500 weekly tickets, achieving 100% satisfaction and training new hires on conflict resolution techniques
Education
Bachelor of Arts - Economics
University of Colorado at Boulder
Boulder01.2014
Skills
- Customer success strategies
- Retention planning
- Quarterly business reviews
- Churn reduction techniques
- NPS and CSAT optimization
- SaaS adoption initiatives
- LegalTech SaaS expertise
- Salesforce proficiency
- ChurnZero utilization
- FreshDesk experience
- Microsoft Teams collaboration
- Zoom communication
- Jira project management
- C-suite communication skills
- Conflict resolution techniques
- Consultative selling approach
- Cross-functional leadership
Certification
Customer Success Manager Certification (SuccessHACKER)
Accomplishments
Recognized as top-quartile CSM for retention and expansion performance in 2024
Affiliations
SaaS & Productivity Tool Enthusiast
Timeline
Customer Success Manager
Actionstep
05.2025 - Current
Customer Success Manager
Modernizing Medicine
07.2022 - 05.2025
Customer Success Manager
Zayo Group Holdings, Inc.
07.2018 - 07.2022
Junior Sales Engineer
Lumen (Former CenturyLink)
07.2015 - 07.2018
IT Support Specialist
CU Boulder - Office of Information Technology
04.2010 - 12.2014
Bachelor of Arts - Economics
University of Colorado at Boulder