Mary Leffew

About Mary Leffew

Driving transformative customer success in the technology and healthcare sectors, I bring over a decade of expertise in cultivating deep customer relationships and delivering measurable business outcomes. My strategic focus bridges the gap between client needs and corporate objectives, ensuring alignment that translates into significant growth and retention achievements.At the heart of my approach is a deep understanding of SaaS dynamics and the unique challenges faced by Fortune 500 companies. This knowledge enables me to develop innovative retention strategies that exceed customer and company expectations. I thrive in environments that require a keen alignment of customer success with ambitious revenue goals, making me a pivotal leader in settings that demand both strategic oversight and operational excellence.Here’s a snapshot of what I\'ve accomplished: Fostering Loyalty and Growth: Achieved over 100% customer retention across three consecutive years by integrating adoption-focused strategies within the enterprise healthcare sector, directly impacting renewal outcomes and customer satisfaction. Elevating Revenue through Upselling: Exceeded annual upsell targets, generating $1.2M in one year by leveraging consultative selling techniques that raised client engagement and contributed to substantial revenue growth. Pioneering Leadership: Founded and led the first-ever Customer Success team focused on Healthcare and Life Sciences at DocuSign, establishing a benchmark for specialized customer engagement and driving sector-specific success.My expertise covers critical aspects of customer success, including CRM, churn reduction, customer health, escalation management, and cross-functional collaboration. With a proven track record in enhancing product adoption, managing performance metrics, and utilizing Salesforce to streamline operations, I ensure that every customer interaction is optimized for success.In every role, I have mentored emerging leaders, instilled best practices, and nurtured a culture of continuous improvement. My leadership is not just about meeting targets—it’s about setting new standards and pushing the boundaries of what is possible in customer success.As I continue to evolve in my career, I am eager to connect with like-minded professionals and companies that value innovation, relationship-building, and strategic foresight in customer success. Let’s discuss how we can drive your customer engagement and retention to new heights.

Experience

1. Senior Manager, Customer Success Account Management

   Docusign

   Feb 2024 — Present

   Spearheaded a dynamic team of 7 customer success managers, enhancing strategic operations and guaranteeing stellar upgrade and renewal results. Pioneered data-driven strategies to optimize sales performance, increasing compliance and alignment with broader business objectives. Cultivated a comprehensive understanding of enterprise needs, translating into tailored customer success plans that consistently exceeded fiscal targets. Transfoemed internal training protocols, boosting operational efficiency and software tool adoption across the team.

Education

• Davenport University

  Bachelor of Science (BS), Business, Management, Marketing, and Related Support Services

Skills

• Account Management
• Salesforce.com
• Microsoft Office
• Public Speaking
• Microsoft Word
• Windows
• Outlook
• Customer Satisfaction
• Microsoft Excel
• Powerpoint
• Customer Service
• English
• Key Account Management
• Cross-Functional Team Leadership
• Selling