Steffi F.
Enterprise Customer Success Manager | AI I Strategic Partnerships | Expansion & Retention || US Army Veteran
- Role
- Enterprise Customer Success Manager at Responsive
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Steffi F.
I’m a Strategic Customer Success Manager dedicated to driving enterprise customer value, retention, and growth. With 15+ years of experience spanning SaaS, CRM, Retail, and U.S. Army Logistics, I specialize in transforming customer relationships into long-term, strategic partnerships.At Responsive, I manage a $2.23M+ ARR portfolio, maintain a 90–95% renewal rate, and identify $350K–$400K+ in expansion opportunities through data-driven insights and Executive Business Reviews. I serve as a trusted advisor to VP and C-Suite stakeholders, aligning platform adoption with business outcomes and operational KPIs.My background in the U.S. Army has honed my leadership, operational discipline, and ability to execute under pressure—skills I bring to every client engagement to drive measurable results.What I Deliver Retention & Growth – Reduce churn, scale adoption programs, and expand account value Executive Alignment – Lead high-impact EBRs that connect platform value to business outcomes Cross-Functional Influence – Collaborate with Product, Sales, Engineering, and Support to deliver client-centric solutions Operational Excellence – CCSM certified, experienced in project management, and skilled in platforms like Gainsight, DOMO, Salesforce, and JIRAI’m passionate about building proactive, data-driven customer success strategies that deliver measurable ROI and long-term impact.
Experience
Enterprise Customer Success Manager
Jan 2026 — Present · Yelm, WA, US
Own $2.51M+ ARR enterprise portfolio with 95% retention through proactive engagement and value-driven renewals.Lead the full contract renewal lifecycle, driving value-based renewal and renewal-planning conversations with executive stakeholders.Drive adoption, mitigate churn risk early, and identify expansion opportunities across enterprise accounts.Monitor customer health, adoption, utilization, and sentiment to proactively identify churn or downgrade risk and mitigate through cross-functional action plans.Drive account growth by identifying expansion opportunities through add-on features and paid Professional Services, contributing to increased ARR and deeper platform adoption.
Education
University of Phoenix
Bachelor of Science (BSc), Information Technology with Software Engineering
2010 — 2014
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