Jeremy Irwin
Senior Revenue Cycle Consultant | Senior Customer Success Manager | Customer Retention, Revenue Growth & Team Leadership | Empowering Businesses to Achieve Long-Term Success Through Tailored, Data-Driven Strategies
- Role
- Senior Customer Success Manager at Proofpoint
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Jeremy Irwin
Customer Success Expert | Strategic Relationship Builder | Revenue Growth…
Experience
Senior Customer Success Manager
Feb 2019 — Present
Proofpoint is a leading cybersecurity company headquartered in Sunnyvale, California, with a global workforce of over employees. The company reported $1.2 billion in revenue for 2022 and serves a wide range of industries, including finance, healthcare, government, and education, protecting over customers worldwide. Proofpoint specializes in email security, cloud security, threat intelligence, and security awareness training.• Managed a portfolio of 2.4K+ key accounts, driving a 25% increase in product utilization across the customer base through the development and implementation of a digital strategy and targeted customer outreach.• Trained and mentored a team of 8 CSMs, fostering a 10% increase in customer satisfaction scores (CSAT) and contributing to a 12% YoY growth in renewals and upsells across the customer base.• Spearheaded the implementation of Gainsight CRM, streamlining customer lifecycle management and improving the team\'s ability to track and address customer inquiries, resulting in a 20% reduction in response time.• Led a cross-functional project to expand CSM coverage in the APJ region, increasing customer retention by 18% and generating 25% more post-sales upsell opportunities, marking the first-ever upsell success in the region.• Awarded Critical Impact Award in 2021, 2022, and 2024 for excellence in customer success leadership.
Education
Robert Morris University
Bachelor of Business Administration (BBA)
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