Alyssa Infuso

About Alyssa Infuso

Post-sale strategy leader transforming Customer Success into a revenue-aligned engine of adoption, expansion, and product collaboration across enterprise SaaS.WHO I AM12+ years managing portfolios from $5M+ enterprise books to 200–300 mid-market accounts—across SaaS verticals from scale-ups to mature platforms.At Nearmap, I was the first CSM hire. I built the onboarding frameworks, lifecycle playbooks, and customer-facing documentation from scratch. Those systems now scale across teams—accelerating time-to-value, driving retention, and embedding CS as a strategic lever.WHAT I DOI translate customer insight into cross-functional action—owning strategic planning, commercial outcomes, and customer enablement.I partner with AEs, Product, Engineering, Legal, and Finance to lead:• Executive business reviews that evolve accounts into strategic partnerships• Product-aligned API feedback loops that shape roadmap and CX• Predictive engagement strategies that reduce churn and unlock expansion• Upsell acceleration through scoped GTM handoffs and ROI narrativesAt Nearmap, I’ve delivered results like:– 32+ hours/month reclaimed in internal efficiency– 26% reduction in customer escalations– Unified CS, Sales, Legal, AR, and Product under one growth architectureWHAT I BRING TO THE TABLE• Architecture of scalable onboarding and lifecycle systems• Direct ownership of retention, expansion, and churn KPIs• Weekly NRR forecasting and pricing influence at SVP + board level• Tools fluency: Salesforce, Gainsight, Tableau, Looker, Jira, Confluence• Track record of turning CS from a support function into a revenue partnerIf you’re building a company where post-sale is treated as a strategic advantage—I’m always open to connect or collaborate.

Experience

1. Enterprise Customer Success Manager

   Nearmap

   Feb 2021 — Present

   Own $5M+ in enterprise portfolio value across 30+ accounts; directly accountable for renewal, expansion, and churn KPIs- Forecast NRR weekly to SVP and present strategic outcomes at board level- Built onboarding infrastructure and enablement playbooks from scratch (Confluence, Gainsight); doubled expansion readiness and accelerated TTV- Closed six-figure expansion deals through scoped value discovery, business case design, and executive alignment- Delivered structured API-driven VOC loops that directly influenced roadmap prioritization and cross-functional planning- Partner with Product, Engineering, Legal, AR, Sales, and Finance to ensure frictionless renewals and customer health continuity- Developed repeatable lifecycle success frameworks and QBR templates; trained every new CSM hire across all segments- Reclaimed 32+ hours/month in internal capacity and reduced escalation volume by 26%

Education

• Ocean County College

  Associate of Arts and Sciences (AAS), General Studies

  2008 — 2010

• Rutgers University

  Bachelor of Arts (BA), Communication, General

  2010 — 2013

Skills

• Real Estate Portfolio Management
• Hospitality
• Vlookup
• Vendor Management
• Research
• Leadership
• Graphic Design
• Microsoft Office
• Sales
• Internal Communications
• Event Planning
• Social Networking
• Visual Basic for Applications (Vba)
• Training
• Advertising
• Microsoft Word
• Team Leadership
• Vba
• Analytical Skills
• Negotiation
• Time Management
• Reporting
• Event Management
• Customer Service
• Public Speaking
• Calendar Management
• Ms Excel Pivot Tables
• Data Analysis
• Social Media
• Travel Management
• Project Management
• Social Media Marketing
• Powerpoint
• Microsoft Excel
• Outlook
• Teamwork