Amy Basnage

About Amy Basnage

A dedicated, people-first, and thorough Customer Success and Continuous Improvement Leader with 25 years of progressive experience across the Customer Success, Professional Services, and Project Management functions within the Local Government, K-12 Education, Healthcare, Higher Education and Corporate sectors. Driven to develop rich and long-standing client relationships with a focus on supporting and delighting the customer through challenging times. KEY ACCOMPLISHMENTS• Customer Retention – Maintained a 97% client retention rate with a sustained $106m in ARR in 2019 and 2020. • Customer Success Transformation – Refined segmentation model and designed new engagement model to leverage customer scorecards and playbooks using Gainsight in order to scale across over 7500 customers to provide actionable insights across the entire organization. • Professional Services – Achieved 125% of the $1.2m Professional Services team revenue goal with 95% client retention from 2013 to 2016 while simultaneously decreasing the average client implementation time by 33%. AREAS OF EXPERTISE AND TECHNOLOGY PROFILECustomer Experience | Operations | Customer Success Operations | AnalyticsCloud | Customer Insights | Metrics | KPI | Agile | Scrum | KanbanSaaS | Technical Support | Change Management | Relationship BuildingAccount Management | Partner Resources | Continuous Improvement | Incremental Improvement

Experience

1. Senior Director of Customer Success

   SOVRA

   Jan 2026 — Present

Education

• Penn State University

  Graduate Certificate, Geographic Information Systems - GIS

  2008

• Penn State University

  Bachelor of Arts (B.A.), Russian

• Penn State University

  Bachelor of Science (B.S.), Mineral Economics

• Penn State University

  Graduate Certificate, Supply Chain Management

  2017