Caroline Sweeney

About Caroline Sweeney

Customer success has always been at the center of my work. I’ve spent my career leading teams, building processes, and partnering cross-functionally to help customers achieve their goals and drive business growth.I’m experienced in scaling success programs, improving retention, and finding practical solutions to complex challenges. I bring a strategic lens to my work, backed by an MBA and years of hands-on experience. I care about team development, clear communication, and delivering value—both for customers and the business.Currently, I’m a Senior Manager of Customer Success at insightsoftware, focused on helping our customers see results and our team succeed.Always open to connecting with others in the customer success and SaaS space.

Experience

1. Senior Manager, Customer Success

   insightsoftware

   Apr 2025 — Present

   Lead a team of Customer Success Managers overseeing a broad portfolio of global accounts across multiple product lines including SAP and Microsoft. Partner cross-functionally to improve customer health, mitigate churn risk, and drive growth. Scale customer success programs through operational rigor, improved forecasting, and data-driven planning.Accomplishments: Introduced health score playbooks, enabling the team to proactively manage risk and drive value across a high-volume book of business Improved a team-wide forecasting process for retention and expansion, increasing accuracy and visibility for leadership Streamlined onboarding and outreach workflows using CRM (Totango) automation to improve consistency and customer engagement

Education

• University of Cincinnati

  Master of Business Administration - MBA

  2018 — 2020

• Denison University

  Bachelor of Arts (BA), Communication

  2010 — 2014

Skills

• Microsoft Office
• Screening
• Sports
• Facebook
• Research
• Social Media Outreach
• Social Networking
• Teamwork Online
• Social Media
• Sports Marketing
• Baseball
• Fundraising
• Constant Contact
• Human Resources
• Interviews