Theresa Sanchez
Sr Customer Success Manager @TORSH
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WORK HISTORY
Sr Customer Success Manager @TORSH
Own strategic account management for complex, high-value SaaS customers, driving renewals, expansions, and long-term retention in close partnership with the Business Development Team.Leverage usage data, adoption trends, and customer feedback to proactively mitigate churn risk, improve implementation outcomes, and identify upsell and expansion opportunities.Serve as the senior escalation point and mentor for Customer Success Managers, advising on complex client challenges, advanced configurations, and account strategy.Lead renewal forecasting, expansion pipeline tracking, and risk mitigation planning, providing leadership with clear visibility into account health and revenue projections.Collaborate cross-functionally with Sales, Product, Marketing, and Support to improve onboarding, strengthen handoffs, surface product insights, and amplify customer success stories.
EDUCATION
University of New Orleans
Bachelor of Arts - BA
Johns Hopkins University School of Education
Master of Education - MEd
Harvard Graduate School of Education
Instructional Leadership Certificate
ABOUT THERESA SANCHEZ
I am a results-driven Customer Success and Education leader with a passion for helping organizations maximize impact through strategic partnerships, data-informed decision-making, and meaningful user experiences. With a career spanning SaaS, instructional coaching, and literacy leadership, I bring a unique ability to bridge product, pedagogy, and customer success to drive measurable outcomes. Across every role, I am driven by a core belief in empowering others, whether that means supporting customers in achieving their goals, coaching educators to refine their practice, or collaborating with internal teams to improve products and processes. I thrive in environments where strategy, relationship-building, and impact intersect. Core areas of expertise include: Strategic Customer Success & Account Management SaaS Implementation, Adoption, & Retention Data Analysis & Outcome-Driven Decision Making Instructional Coaching & Professional Development Literacy Leadership & Curriculum Design Cross-Functional Collaboration & Stakeholder Engagement
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