Derek Smith
Customer Success Manager @Synergysuite
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WORK HISTORY
Customer Success Manager @Synergysuite
Lehi, UT, US
SaaS | CSM | ECSM | Implementation | Project Management | AI SaaS Implementation & Adoption Enterprise Customer Success Manager – Mid-MarketSynergySuite | 09/2021 – Present Manage $134,155 MRR portfolio of enterprise accounts, driving retention, renewals, expansions, and upsells for AI-powered SaaS platform optimizing food costs, inventory, labor, and efficiency for multi-unit restaurants. Led implementation and rollout of AI features (predictive forecasting, suggestive ordering, intelligent labor planning) for new locations: managed timelines, configuration, data integration, training, and go-live for seamless adoption.Conducted KYC sessions aligning AI tools (demand forecasting, dynamic ordering, automated labor optimization) with client goals, delivering tailored practices that boosted profitability and reduced food/labor waste.Served as primary contact via weekly calls, QBRs, and annual reviews to demonstrate AI ROI, resolve adoption issues, and promote advanced analytics/automation usage.Drove upsell of premium AI modules, increasing MRR and platform penetration.Collaborated on AI forecasting/scheduling optimization, enabling real-time insights for better demand prediction, reduced overstaffing/overordering, and 2-8% average savings on food/labor costs.Skills: Project Management · Customer Success · Implementation & Onboarding · AI-Powered SaaS Adoption · AI Forecasting & Predictive Analytics · AI-Driven Optimization (Inventory & Labor) · Customer Satisfaction · Service Delivery · Communication · KPIs · Customer Experience · Business Development · CRM · Strategy · Relationship Building · Post-Sales · Benchmarking · Interpersonal Skills
EDUCATION
University of Central Oklahoma
Bachelor of Business Administration (BBA)
SKILLS
ABOUT DEREK SMITH
SaaS | Key Account Customer Success Manager | AI SaaS Implementation & Adoption | Project Management and Implementation Consultant | Sales | E.S.M.Notable Accomplishments:President\'s Club (Top 10% of 50+ sales professionals) for exceptional sales performance, selling cloud-based logistics software.Diamond Desk Customer Service Winner (3x) for outstanding service excellence.Rapid promotions: Top Inside Sales Producer (2009) → Major Account Manager (2010) → Manager of Specialized Services (2011).Managed high-volume accounts generating monthly revenue and 100+ daily transactions; handled key Fortune 500 client relationships.Consistently exceeded targets: Averaged 227 units/month gross profit); built strong pipelines and upsold solutions.Demonstrated strong leadership: Coached teams to high performance, managed implementations, trained clients, resolved complex issues, and applied analytical/problem-solving skills to drive customer profitability and growth.Excelled in relationship-building across all levels, project management, and adapting prior logistics/SaaS experience to new challenges.
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