Jordan M.
Customer Success Manager @Copper
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WORK HISTORY
Customer Success Manager @Copper
I lead with strategy and execution to drive results. At Copper, I manage a $9M+ USD book of business across mid-market and enterprise accounts, owning end-to-end customer relationships and turning them into long-term, high-value partnerships- Architected Copper’s first Outbound CSM strategy, shifting CS from reactive to proactive. This playbook has become the gold standard—boosting adoption, accelerating expansion, and securing renewals across top-tier accounts- Spearheaded the \"Spark List\" initiative, a high-touch engagement program for our most strategic customers. Through quarterly exec touchpoints and direct product influence loops, I positioned Copper as not just a vendor, but a strategic growth partner- Defined and rolled out scalable SOPs for the CS org, building repeatable processes that elevated our customer experience, reduced churn, and empowered CSMs to act with speed and clarity- Partnered cross-functionally with Product, Sales, and RevOps to align on feedback loops, automate reporting, and create a tighter GTM engine that puts customer outcomes first- Hand-selected by leadership to shape our Customer Success GTM strategy, contributing to the design of customer lifecycle journeys and influencing roadmap prioritization at the executive level.I thrive at the intersection of relationship-building and revenue impact—connecting the dots between client goals and product capabilities, and turning trust into growth.
EDUCATION
Mount Royal University
Bachelor of Arts - BA
ABOUT JORDAN M.
As a Senior Client Success Leader with 5 years of CS experience and over a decade in customer experience, I specialize in driving revenue growth, boosting retention, and turning good customer relationships into legendary ones. At Copper, I lead a $9M+ USD book of business across growth-stage and enterprise clients. I built and executed our first Outbound Customer Success strategy, transforming CS from reactive to proactive. I launched the Spark List, a high-impact engagement initiative for our most strategic accounts—creating structured exec cadences, shaping product direction, and increasing customer lifetime value. I also implemented scalable SOPs and partnered with Product, Sales, and RevOps to align our GTM engine around customer outcomes. Previously at Kudos, I managed a client portfolio representing 30% of company ARR, securing 10+ enterprise contracts in one year. My personalized engagement strategy achieved 100% Net Revenue Retention on key accounts and helped generate $530K in new revenue via expansion initiatives and upsell opportunities. I facilitated 140+ strategic touchpoints and improved user engagement by 30% in under a year. Whether I’m building executive relationships, designing scalable CS processes, or uncovering upsell potential, my focus is always the same: unlock impact, create advocates, and drive long-term value. Skills: Client Lifecycle Strategy | Executive Stakeholder Engagement | Expansion & Retention | CS-led Revenue Growth SaaS Onboarding | Workflow Optimization | Gainsight | Salesforce | Jira | Pandadoc | Copper CRM Let’s connect — j••••••••@gmail.com
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