Caitlyn Harris

About Caitlyn Harris

Accomplished, well-organized, and deeply motivated Customer Success manager with extensive expertise in overseeing and expanding accounts ranging from $30 thousand -$5 million. Skilled in managing the entire SaaS lifecycle, from implementation and onboarding to retention and expansion. My background includes collaborating with teams of various sizes and from diverse global locations, highlighting my adept communication, exceptional relationship-building, and effective account management abilities.I look forward to helping clients see their ROI through best practices and increased adoption of any platform as well as bringing my personality to the forefront. I stay committed through my work ethic to obtain happy clients through customer satisfaction by listening and hearing about the client\'s needs and wants while delivering exceptional performance. My clients put their trust in me and I do not disappoint! If I sound like somebody who can add value to your organization, I\'d love to have a conversation. You can contact me at C••••••••@gmail.com.

Experience

1. Customer Success Manager

   Convoso

   Apr 2024 — Present

   Customer Success Manager | Convoso, CA Apr 2024 – Jan 2026 Owned and managed a portfolio of high-revenue call-center, financial services, healthcare, and legal clients running large-scaleoutbound and inbound dialing programs on Convoso’s enterprise contact-center platform. Led full post-sale lifecycle including campaign architecture, call routing, compliance readiness (TCPA, STIR/SHAKEN, iOS callscreening), and go-live execution. Served as the primary strategic advisor to executive stakeholders (CEOs, COOs, Ops & Compliance leaders), delivering KPI-driven business reviews focused on contact rate, answer rate, success rate, cost per acquisition, and ROI. Analyzed millions of call records to diagnose carrier blocking, spam labeling, dropped calls, routing failures, and DID reputationdegradation — executing remediation with carrier relations and engineering teams. Designed dialing strategies, lead cadence models, number-rotation frameworks, and area-code coverage strategies thatmaterially increased connectivity, conversion, and revenue efficiency. Led churn-prevention and revenue-retention initiatives including A/B testing, pricing realignments, Ignite feature adoption, andcompliance remediation for at-risk accounts. Drove account expansion through seat growth, DID scaling, feature adoption, and renewal negotiations tied directly to clientrevenue outcomes.

Education

• California State University-Northridge

  Bachelor's of Arts

Skills

• Account Management
• Marketing Communications
• Marketing Strategy
• New Business Development
• Marketing
• Email Marketing
• Sales
• Lead Generation
• Mobile Marketing
• Crm
• Salesforce.com
• Microsoft Office
• Marketing Management
• Creative Direction
• Customer Service
• Market Research
• Social Networking
• B2b
• Social Media
• Public Relations
• Social Media Marketing
• Online Advertising
• Digital Marketing
• Online Marketing
• Advertising
• Customer Relationship Management (Crm)
• Sales Management
• Team Building