Rosalind Fields
Client Success & Account Management Leader | CCSM Level 1 & 2 | Driving Growth, Retention & Expansion Across $300M+ Portfolios
- Role
- Enterprise Customer Success Manager at Zywave
- Location
- Roanoke, VA, US
- LinkedIn followers
- 500 followers
About Rosalind Fields
Hi, I’m Rosalind — a passionate, data-loving Client Success leader with 10+ years of…
Experience
Enterprise Customer Success Manager
Aug 2021 — Present
Managed a $8.5M ARR book of business spanning 60+ mid-market and enterprise accounts, achieving 14% YoY growth through strategic renewal and expansion efforts.• Maintained 94% logo retention and 97% gross revenue retention (GRR), while driving net revenue retention (NRR) from 102% to 116% through upsell opportunities and churn mitigation strategies.• Influenced over $650K in expansion ARR by leading cross-sell initiatives, uncovering unmet product needs, and collaborating closely with account executives and solution consultants.• Saved $280K+ in at-risk ARR by executing proactive health recovery playbooks, facilitatingexecutive-level alignment, and addressing adoption barriers.• Delivered 90+ strategic business reviews (QBRs/EBRs) annually, boosting stakeholderengagement and surfacing growth opportunities in 70% of reviewed accounts.• Introduced a Customer Health Score model that reduced red-risk account volume by 30% within two quarters, driving improved CS team prioritization and response time.
Education
National College of Business and Technology-Nashville
Bachelor of Science - BS
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