Michaella Paonessa
Customer Success Manager | CSM @ Inspect Point | Expertise in Salesforce, PlanHat, QuickBooks
- Role
- Customer Success Manager at Inspect Point
- Location
- Albany, NY, US
- LinkedIn followers
- 500 followers
About Michaella Paonessa
CUSTOMER SUCCESS PROFESSIONAL Account Management | Customer Success Strategy | Client…
Experience
Customer Success Manager
Aug 2022 — Present · Troy, NY, US
Delivered a scaled book of 327 SMB and mid-market fire protection accounts valued at ~$1.6–$1.8M ARR for Inspect Point’s B2B fire inspection and compliance SaaS; account sizes typically $2K–$32K each.• Onboard new client employees via live Google Meet training sessions; piloted an online training video database in collaboration with product SMEs to reduce onboarding cycles from 60 days to <24 hours, accelerating customer time-to-value (TTV).• Developed a post-onboarding playbook spanning 3+ months, designed to deliver quick wins (e.g, automated visit reminders, compliant inspection report templates, settings optimization). • Conduct proactive health scoring by monitoring usage (monthly inspections submitted via app or web portal). Implemented binary and trend-based health checks, followed by direct phone outreach to reduce churn.• Customer save: Retained a $3.5K Annual Recurring Revenue (ARR) client by escalating a feature request (“sprinkler deficiency tag color coding”) to Product and Engineering, fast-tracking development and release within 2 weeks.• Upsell impact: Facilitated 20–30 QuickBooks integration add-on sales ($1,200/yr each), contributing $25K–$30K ARR growth. Personally handled demos and referred clients to Sales for closure.• Participated in annual and quarterly business reviews (QBRs and ABRs) with SMB clients, highlighting product usage, new feature value, and ROI metrics to strengthen retention.• Regularly triage product feedback via Aha, escalating bugs to Support and feature requests to Product. Contributed to roadmap items impacting multiple accounts.• Assisted in renewals management, handling retention calls and negotiating account extensions. Familiar with scaling tools: Salesforce (billing, CRM, dialer), PlanHat (health dashboards, mass outreach), Zendesk (support integration), Google Suite, Notion, and ChargeBee.
Education
Nash Academy of Animal Arts
Certificate, Animal Grooming
Schenectady County Community College
Associate of Arts and Sciences - AAS
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