Jamie McLane

About Jamie McLane

I am a strategic, results-driven customer success professional with a proven ability to deliver measurable impact across enterprise SaaS environments, including HRIS, talent management systems, and document management solutions. With years of experience supporting enterprise accounts, I excel at building deep customer relationships, aligning cross-functional teams, and translating customer goals into business outcomes that drive retention, expansion, and revenue growth.I specialize in turning complexity into clarity—bridging gaps between product, sales, engineering, and support teams to create a seamless customer experience. My leadership has helped organizations:Increase feature adoption rates through targeted training, success planning, and executive engagement strategies. Mitigate churn and identify risk factors, converting customer feedback into impactful initiatives that strengthen long-term partnerships.Drive upsell and cross-sell opportunities, maximizing ROI for customers while growing organizational revenue.I leverage customer health scoring, adoption metrics, NPS/CSAT insights, and usage analytics to proactively anticipate needs and deliver strategic guidance. My passion lies in building trusted partnerships and scaling success operations to consistently deliver exceptional results for customers and stakeholders alike.

Experience

1. Enterprise Customer Success Manager

   NEOGOV

   Jan 2014 — Present · US

   Since joining the company, I have earned four promotions within the Customer Success career track, consistently taking on expanded responsibilities and delivering exceptional results. I currently oversee high-value strategic accounts, driving revenue growth by identifying expansion opportunities, strengthening relationships, and increasing product adoption to maximize ROI for both customers and the organization. Key Achievements and Skills:•Net Revenue Retention (NRR): Consistently achieved 120% contributing to sustainable revenue growth. •Customer Engagement: Maintained a 70% NPS reply rate and facilitated four user conferences, receiving a 98.4% positive feedback rate from attendees. •Onboarding & Account Management: Implemented processes that helped onboard 80% of accounts within 90 days and reduced timelines with a custom library of customer guides.•Revenue Generation: Exceed upscale goals by offering the right product at the right time. •Leadership & Mentorship: Authored a Rapport Building Guide and mentored new team members, accelerating their ramp-up and performance.With a proven track record in driving client success, revenue growth, and team development, I thrive in leading customer-centric initiatives that align with organizational goals. I’m looking for the next challenge where I can apply my experience in strategic account management and customer success to continue delivering impactful results.

Education

• Valencia College

  Technical Certificate in Operations

  2021 — 2023

• Valencia College

  Bachelor of Applied Science in Business and Organizational Leadership

  2022 — 2023

• Valencia College

  Associate of Arts - AA, General Studies

  2000 — 2021