Janet Smith Maurer

About Janet Smith Maurer

Dynamic and results-focused Customer Success Manager and Customer Experience professional with over 15 years of experience driving customer retention and revenue growth in SaaS businesses. Recognized for managing customer relationships and implementing strategic programs that optimize customer engagement and advocacy. Skilled at partnering with cross-functional teams to continually improve the customer journey and experience. Passionate about customers and exceptional at navigating change, driving product adoption, and identifying unique growth opportunities. CUSTOMER SUCCESS ADVOCATE | EVENTS MANAGEMENT | ENGAGEMENT EXPERT Email: j••••••••@gmail.comCAREER HIGHLIGHTS:Boosted logo retention by 5% every quarter at Webex Events.Cultivated and managed relationships with up to 200 named accounts from onboarding through renewal for approximately $1.8M in ARR.Drove expansion sales, exceeded quota, and resulting in $300k per year.Successfully managed and executed, while maintaining the budget, for customer events resulting in increased customer retention and advocacy for Passageways, Aprimo, and Blackbaud.Selected and launched successful online user communities for Passageways and Blackbaud reducing the need for internal staff resources and time.Created customer health scorecard criteria and tracking methods at Passageways, allowing earlier insight into customer retention probability.Participated in or led exercises in customer journey mapping at Aprimo and Bluebridge resulting in identifying gaps in processes that led to creating cross-functional teams to address those gaps in customer experience.Consistently achieving and exceeding customer retention goals in all customer-facing roles.Implementing new customer onboarding processes to streamline efficiency and maximize resources at both Bluebridge and Blackbaud. Navigated organization transitions (internal and customer facing) and change management while maintaining low customer turnover.SKILLS AND EXPERTISECustomer RetentionCustomer ExperienceAccount ManagementCustomer AdvocacyCustomer SuccessTeam PlayerCustomer JourneyCustomer RelationshipsProblem SolvingExcellent CommunicationSolution SellingCustomer MarketingCustomer OnboardingEvent ManagementCustomer EngagementProcess ImprovementCommunity ManagementStrategic PlanningBusiness GrowthSoftware as a Service (SAAS)Customer HealthProgram/Project Management

Experience

1. Customer Success Manager

   Dot Compliance

   Dec 2024 — Present

Education

• Ball State University

  Bachelor of Science - BS