Shanice L.
Senior Customer Success Manager | Culinary Innovation Manager
- Role
- Senior Customer Success Manager at Linkedin
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Shanice L.
Established and influential Senior CS Manager/Scrum Master with 10+ years of commensurate…
Experience
Senior Customer Success Manager
Jan 2022 — Present
Managed an annual recurring revenue (ARR) up to $800k across 30+ enterprise and commercial customers with my book of business. • Doubled 60%(17/30) of my book of business’s net promoter score (NPS) by 30% through consistent follow ups, quarterly business reviews, and implementation of customer feedback initiatives. • Driving 20% YoY sales growth for my portfolio with 40%(13/30) of customers growing over 90% YoY.• Increased customer lifetime value (CLV) with global clients, 20% increased engagement for EMEA (Europe, Middle East and Africa) and LATAM (Latin America), 15% for APAC(Asia, Western Pacific), 45% for NAMER (US/Canada) by ensuring optimal product utilization.• Collaborated with cross-functional teams, including Sales, Operations, Engineers, etc. on prioritized customers pre and post sale, to drive overall customer adoption, enhance customer success and mitigate customer churn risk for over 30 accounts, resulting in $3M of contract renewals and 40% decrease in customer attrition.
Education
Western Governors University
Bachelor’s
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