Francine Castellanos
Motivated and detail-oriented veteran with excellent interpersonal communication, teamwork and creative problem-solving skills.
- Role
- Customer Success Manager at iT1
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Francine Castellanos
Customer Success Manager with extensive experience in customer-facing roles across…
Experience
Customer Success Manager
Mar 2022 — Present · Tempe, AZ, US
Manage $1.9MM ARR book of 21 multi-industry B2B accounts for iT1, a global IT solutions and managed services provider; accounts span hospitals, Department of Defense, public sector agencies, small businesses, churches, and construction firms, with typical annual spend $70K-$80K per year.• Serve as a primary point of contact and strategic partner, engaging stakeholders such as Directors of IT, Directors of Operations, and COOs to align managed services and projects with business goals, technical requirements, and KPIs.• Increased on-time renewals from approximately 50% to 80-90% across the portfolio, significantly reducing the backlog of customers consuming services without active contracts and improving revenue predictability.• Focused on smaller accounts to unlock expansion opportunities, via through project work, licensing increases, infrastructure refreshes, and cloud modernization initiatives.• Own a defined portfolio of customers across the full customer lifecycle from onboarding and implementation handoff through adoption, optimization, renewal, and expansion, ensuring a seamless and consistent experience.• Act as Voice of the Customer by synthesizing recurring complaints, feature requests, and friction points into structured feedback for internal technical teams and leadership, influencing roadmap and service playbook improvements.• Drive high logo retention, with the majority of managed clients renewing at 100% of prior contract value and multi-year agreements maintained through strong relationships, responsive support, and clear value communication.• Designed and implemented a Formstack-based onboarding questionnaire that consolidates cross-team requirements and guides non-technical customers through information gathering, reducing time to value from 90-120 days to approximately 30 days and streamlining internal implementation workload.
Education
Arizona State University
Bachelor of Science (B.S.)
2015 — 2017
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