Terry Ward

About Terry Ward

I’m a revenue-driven Renewal Specialist and Customer Success Manager with deep experience owning large SaaS and MSP portfolios across SMB, Mid-Market, and Enterprise environments. My focus is simple: protect revenue, prevent churn, and expand long-term customer value.My work centers on renewal strategy, ARR retention, churn prevention, and customer winback across large SaaS portfolios. I operate proactively, using customer health indicators, product usage, sentiment metrics, and spend trends to identify risk early, re-engage accounts, and protect long-term revenue. This approach has enabled me to retain and recover millions in ARR while building scalable customer success and renewal motions.In 2025, I closed 1,815 customer renewals, retaining $11.86M of an $11.9M renewal baseline, resulting in a 98% gross renewal rate (GRR). I manage complex renewal motions that span high-volume transactional renewals as well as long-cycle Mid-Market and Enterprise engagements, including multi-month to year-long contract cycles, procurement reviews, compliance considerations, and multi-stakeholder buying processes.I currently support a account portfolio, partnering cross-functionally with sales, finance, product, engineering, and support teams to execute renewal strategy, churn prevention, contract amendments, billing alignment, and upsell/cross-sell opportunities. My experience includes operating within MME (Mid-Market Enterprise) segments and supporting customers using Datto and Unitrends BCDR solutions, where extended evaluation and renewal cycles are the norm.Prior to my current role, I served as a VAR / DMR Channel Account Manager, working directly with MSPs, VARs, and resellers nationwide to support partner-led customers through adoption, renewals, and expansion. This background gives me strong fluency in channel motion, partner economics, and indirect sales models.Before SaaS, I spent nearly a decade as a Territory Sales Manager managing multi-million-dollar books of business for Fortune 500 organizations. My sales foundation was built early through high-volume outbound and retail sales roles, where I learned discipline, consistency, and customer psychology at scale.I’m open to remote, contract, and off-hours roles in Renewals, Customer Success, Account Management, and SaaS revenue operations.

Experience

1. Renewal Specialist Customer Success Manager

   Kaseya

   Oct 2024 — Present · Miami, FL, US

   Owned renewal strategy, ARR retention, churn prevention, and customer winback for a account SaaS portfolio, closing 1,815 renewals in 2025 and retaining $11.86M of an $11.9M book (98% GRR).Led proactive customer winback and early-intervention motions, including Project Revive, identifying at-risk accounts up to 12 months in advance and contributing to $2M+ in recovered ARR.Selected as part of the initial pilot team to design and execute Project Revive, a proactive customer winback and early-intervention Customer Success program focused on churn prevention and revenue recovery.Helped develop and operationalize a data-driven risk identification model, analyzing CSAT / sentiment (love scores), product usage, historical spend, and engagement trends to identify at-risk accounts up to 12 months before renewal or churn events.Led targeted outreach and recovery strategies for flagged accounts, repositioning value, correcting adoption gaps, and re-aligning solutions to customer business objectives.Contributed to over $2M in recovered ARR within the first two semesters of Project Revive, validating the program’s effectiveness and scalability.Supported Mid-Market Enterprise (MME) customers across extended 4–12 month renewal cycles, including procurement, compliance, security reviews, and multi-stakeholder negotiations.Drove churn prevention, contract continuity, and expansion through proactive account health management, renewal forecasting, and upsell / cross-sell alignment.Coordinated cross-functionally with sales, finance, product, engineering, and support teams to execute customer success initiatives and ensure seamless renewal execution.Tracked renewal performance, churn risk, and account health using Salesforce, Asana, and Microsoft Office.

Education

• Michigan State University

  Bachelor of Science (B.S.), Food Industry Management

  2008 — 2014

Skills

• Microsoft Office
• Powerpoint
• Microsoft Word
• Microsoft Excel
• Research
• Public Speaking
• Social Media
• Customer Service
• Event Planning
• Time Management
• Leadership
• Facebook
• Social Networking
• Community Outreach
• Fundraising
• Teamwork
• Nonprofits
• Public Relations
• Data Analysis
• Editing
• Critical Thinking
• Data Entry
• Outlook