Amanda W.
Customer Success Manager - Team Lead @Agorapulse
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WORK HISTORY
Customer Success Manager - Team Lead @Agorapulse
Greenville, SC, US
Customer Success Team Lead leading a team of 4 CSMs across US and DACH markets, while directly owning a $900k portfolio of primarily US-based SMB and mid-market accounts.• Mentor and coach CSMs across regions, driving consistency in success planning, renewal strategy, and customer engagement frameworks.• Consistently maintain 97–100%+ Net Revenue Retention through proactive renewal management, expansion planning, and value-based customer conversations.• Partner with customer stakeholders to define and quantify success metrics, driving adoption strategies that link platform value to strategic business outcomes and measurable objectives.• Standardize joint success planning and account health methodologies to improve renewal forecasting accuracy and scalable engagement.• Collaborate cross-functionally with Sales, Product, Support, and Enablement to integrate customer feedback, improve processes, and deliver actionable insights that elevate customer outcomes and support revenue goals.• Surface customer insights to influence internal strategy, roadmap prioritization, and process improvements.
EDUCATION
Coastal Carolina University
Bachelor’s Degree, Marketing
ABOUT AMANDA W.
Customer Success Team Lead with 8+ years of experience driving retention, expansion, and measurable business outcomes across SaaS portfolios. I enjoy partnering with growing and mid-market organizations to define clear success metrics, align technology to business priorities, and ensure adoption translates into real, tangible impact. My approach is rooted in thoughtful discovery, strong relationship building, and data-informed account planning that keeps customers focused on outcomes rather than activity. In my current role, I lead and mentor Customer Success Managers across international markets while consistently maintaining strong Net Revenue Retention through proactive renewal and expansion strategy. I work closely with Sales, Product, and Support to improve onboarding experiences, increase feature adoption, and bring customer insights into broader company strategy. With a background in business and psychology, I bring a balance of data-driven insight and human-centered partnership to every customer engagement. I’m motivated by environments where growth, impact, and long-term customer relationships are closely connected.
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