Tom N.
Account Manager Customer Success Manager @RecordPoint
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WORK HISTORY
Account Manager Customer Success Manager @RecordPoint
Vancouver, BC, CA
Manage a portfolio of 30+ enterprise accounts from onboarding through renewal, aligning customer goals with product capabilities and maintaining high customer satisfaction. By implementing health scoring and quarterly business reviews, increased NRR by 40% YoY.Collaborate cross‑functionally with product, engineering and marketing teams to translate customer feedback into new features, including an AI‑powered compliance module that resulted in a 30% increase in user adoption.Lead expansion initiatives by identifying upsell and cross‑sell opportunities; generated over $1 million in expansion revenue through tailored solutions and data governance add‑ons. Maintaine customer churn below 5% by proactively addressing risks.Deliver technical workshops and product training drawing on pre sales expertise to accelerate customer onboarding and ensure successful integration; achieving a 30% improvement in customer satisfaction scores.
EDUCATION
Simon Fraser University
Bachelor of Science, Management and Systems Science
SKILLS
ABOUT TOM N.
I’m a customer success and account‑management leader with more than 15 years of experience helping SaaS and public‑sector organizations realise long‑term value from their technology investments. Earlier in my career I served as a technical solutions and pre‑sales specialist, partnering with clients to design and evangelize data governance solutions. Those experiences instilled a strong belief that lasting customer success hinges on understanding client goals and tailoring solutions to meet them.In my current role managing a portfolio of 30+ enterprise accounts, I oversee every stage from onboarding to renewal, combining proactive customer‑health monitoring with cross‑functional collaboration. By implementing data‑driven health scores, engaging in quarterly business reviews and introducing tailored technical solutions, I increased Net Revenue Retention by 40 % in expansion revenue last year. My technical background allows me to conduct product workshops, resolve integration challenges and translate customer feedback into product enhancements, boosting adoption by 30%.I am passionate about aligning technology with customer outcomes, reducing churn and increasing adoption. Drawing on my blended expertise in customer success, account management and technical solutions, I enjoy partnering with leadership teams to elevate customer experiences, influence product roadmaps and foster long term growth.
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