Finlay Dsilva
Sr Customer Success Manager @Klue
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WORK HISTORY
Sr Customer Success Manager @Klue
Leading strategic customer success initiatives for enterprise clients using Klue\'s competitive intelligence platform. Partnering with organizations to transform how they gather, analyze, and operationalize competitive insights.• Drive business outcomes through success plans aligned with customers\' competitive intelligence program goals and KPIs• Leverage Klue\'s AI-powered tools to help customers automate intelligence gathering, extract insights from unstructured data, and deliver personalized battle cards to sales teams• Implement Klue\'s AI Competitive Summaries and GenAI features, enabling customers to reduce manual work while increasing intelligence quality and timeliness• Serve as trusted advisor to client stakeholders, conducting business reviews that demonstrate ROI and strategically expand adoption• Maintain high retention rates by monitoring account health metrics and proactively addressing challenges• Collaborate cross-functionally to advocate for customer needs and influence product development• Train customers on optimizing AI-driven workflows that transform raw intelligence into actionable insights• Identify and develop expansion opportunities resulting in significant growth through upsells and cross-sells• Coach customers on competitive intelligence best practices, helping them build mature programs that deliver actionable insights• Partner with marketing to develop success stories, with clients participating in case studies and speaking engagements highlighting their success with Klue\'s AI capabilities• Recognized for exceeding customer satisfaction targets and innovating approaches to drive platform adoption and engagement
EDUCATION
George Brown Polytechnic
Culinary Management, Culinary Management
ABOUT FINLAY DSILVA
With over five years of experience in the SaaS industry and three years as a Customer Success Manager at Cority, I have developed and honed my core competencies in customer engagement, retention, and growth, presentation skills, strategic planning, and market research. I hold certifications in Customer Success Management, Scrum Master, and Google Analytics, which demonstrate my commitment to continuous learning and professional development.At Cority, a leading provider of cloud-based environmental, health, safety, and quality (EHSQ) software solutions, I partner with our clients to deliver value and satisfaction, and to enable them to achieve their EHSQ goals and improve their performance and sustainability. I establish regular cadences with my client portfolio and implement core initiatives that enhance their business outcomes and streamline their regulatory compliance. I also champion sales and market penetration for our EHSQ products, and track competitive trends and client preferences. I am passionate about empowering our clients and making a positive impact in their industries.
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