Erika Star Love

About Erika Star Love

I’m a Customer Success Manager with 10+ years of experience across SaaS, Fintech, Legal, and Financial Services, known for owning large portfolios, driving expansion, and building durable customer relationships rooted in trust and follow-through.In my current role at Assembly Software, I manage 308 customer accounts representing $2.7M in ARR ($224K+ MRR), owning the full post-sale lifecycle from onboarding and adoption through renewals, expansions, and multi-year agreements. Within my first nine months, I ranked as the top-performing CSM in the company’s 2025 Incentive Program, based on the highest combined results across upsell performance, renewal quota, and active user adoption.Previously at Screencastify, I managed a $1.7M book of business and helped improve customer retention beyond team averages by focusing on proactive engagement, training, and value alignment—driving a 92% customer retention rate and 95% net revenue retention, while reducing churn and securing early renewals with meaningful upsell impact.I’ve also held senior and team-lead roles at Wealth-X and Solver, where I managed enterprise and SMB portfolios, coached teams, reduced churn, and consistently identified expansion opportunities by listening closely to customer needs and translating them into clear, actionable success plans.Across every role, my approach stays consistent: I take full ownership of the relationship, communicate clearly and transparently, and make sure customers feel supported—not just sold to. I believe revenue is protected when customers feel heard, confident, and genuinely partnered with.Outside of work, I’m a proud dog mom who enjoys exploring new parks and malls with my pup, Sugarplum —and that same care, consistency, and empathy carries into how I show up for customers every day.If you’re interested in connecting around customer retention, expansion strategies, or scaling Customer Success with accountability and heart, I’d love to connect. Core Focus:Customer Success Management • ARR Ownership • Retention & Expansion • Strategic Account Management • Contract Negotiation • Product Adoption

Experience

1. Customer Success Manager

   Assembly Software

   Mar 2025 — Present · Coral Gables, FL, US

   Manage a portfolio of 308 customer accounts representing $2.7M in ARR ($224K+ MRR), owning relationships across onboarding, adoption, renewal, and expansion Drive upsell, expansion, and retention outcomes while proactively mitigating churn risk across a large customer base Lead product demonstrations, value-based discussions, and contract negotiations, aligning customer needs with business outcomes Own strategic account planning, renewals, and multi-year agreements across a 308-account portfolio Collaborate cross-functionally with Product, Support, and Professional Services to ensure successful implementations and long-term customer success Within my first 9 months, ranked as the top-performing CSM in Assembly Software’s 2025 Incentive Program, achieving the highest combined results across upsell performance, renewal quota, and active user adoption

Education

• Sheridan Technical College

  Certificate , Business Administration and Management, General