Phyllis Gricco

About Phyllis Gricco

As a Senior, Enterprise Customer Success Manager with over a decade of experience, I\'ve mastered the art of managing enterprise accounts, including globally recognized companies and institutions like Chanel, Hermes, Target, Lowes, Princeton, Stanford and U.S. Naval Academy. My expertise lies in driving product adoption, retention, and expansion strategies, ensuring clients maximize value from Enterprise SaaS platforms. I\'ve been instrumental in achieving $2M ARR across 25 enterprise accounts and propelling growth for my company\'s second-largest Ivy League account by within 5 months. By tracking key performance metrics and providing critical feedback to internal teams, I\'ve consistently enhanced platform functionality and client satisfaction. Beyond these accomplishments, I pride myself on being a team leader who nurtures talent. I led a 5-person customer success pod and mentored a team of 25 Customer Success Managers to reduce churn and increase our NPS score by 10 points. In my most recent roles as a Senior Enterprise Customer Success Manager, I\'ve exceeded quarterly goals by achieving 165% of the target and maintaining a healthy Active ARR of $167,500. My strategic approach has resulted in a perfect 100% renewal rate reflecting strong customer relationships. My unique blend of skills in customer success, business relationship management, sales, portfolio management, strategic thinking, predictive analytics, pricing strategy extends beyond just words. With a proven track record of exceeding targets and boosting revenue growth through innovative solutions, I always prioritize client satisfaction.

Experience

1. Senior Customer Success Manager at Enterprise Alumni

   Enterprisealumni

   Jan 2026 — Present · NY, US

   I manage a portfolio of enterprise customers using EnterpriseAlumni to strengthen alumni engagement, community, and career outcomes. I partner with Alumni Relations, Talent/HR, Communications, and Advancement teams to turn program goals into measurable success plans (engagement, mentorship activity, referrals/job sharing, event participation, communications performance, and platform adoption).• Adoption + engagement: role-based training, webinars/refreshers, playbooks, and best-practice workflows that drive consistent program execution• Account health + risk: monitor engagement trends across admins and alumni end users; proactively address risk signals (usage drops, stalled campaigns, stakeholder changes, support spikes)• Escalations + resolution: coordinate with Support/Product, close the loop with customers, and improve documentation/knowledge resources to reduce friction• Strategic relationship management: multi-threaded stakeholder mapping, agenda-based monthly meetings (where applicable), and structured QBRs focused on outcomes and next-quarter priorities• Voice of the Customer: capture feedback from real program execution, translate needs into clear requirements, and influence product roadmap and best-practice guidance• Renewal readiness: partner with Sales to make value visible, track outcomes, and surface expansion opportunities aligned to customer goals

Education

• Penn State University

  BA

• University of Phoenix

  MBA