Open to opportunities

Alyssa Brown

@alyssabrown

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Experienced Senior Customer Success Manager driving customer satisfaction and growth.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, values customer insights, and offers opportunities for professional growth.

As a Senior Customer Success Manager with over 10 years of experience, I have a proven track record in driving customer satisfaction and revenue growth. My expertise lies in B2C, ARR leadership, and KPI assessment, complemented by a strong background in process improvement and AI & ML technologies. I have successfully reduced churn rates and enhanced customer retention by 20% through data-driven strategies tailored for both SMBs and enterprise clients.

In my current role at Dotdigital, I maintain the lowest churn rate in the US by implementing effective sales cycle management and annual contract negotiations. My previous experience as Director of Creative Strategy at Ambition Media allowed me to conceptualize and manage strategic marketing campaigns that significantly boosted campaign ROI and customer retention. I thrive in cross-functional environments, partnering with teams to improve service delivery and client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Sr. Customer Success Manager

Current

Dotdigital

Jan 2022 - Present (3 years 7 months)

Maintained the lowest churn rate in the US by utilizing data-driven strategies to cater to both SMB and enterprise client needs. Drove revenue growth through effective sales cycle management and successful annual contract negotiations.

Data Driven Sales Cycle Management Contract Negotiation SaaS Integration Customer Success Revenue Cross Functional Team Leadership Client Success

Director of Creative Strategy

Ambition Media

Sep 2019 - Present (5 years 11 months)

Conceptualized, constructed, and managed strategic Instagram/TikTok social influencer marketing campaigns to cultivate brand identity and drive revenue. Led marketing value journeys through analytics, providing revenue-based outcomes that exceeded customer expectations and boosted campaign ROI by 20%.

Influencer Marketing Marketing Campaigns Brand Identity Analytics Revenue Customer Retention Marketing Strategy

Sr. Customer Success Manager

zSpace VR

Mar 2019 - Present (6 years 5 months)

Directed customer success initiatives, ensuring compliance with funding and privacy guidelines while leading curriculum integration programs aligned with state education standards. Increased customer retention by 20% through targeted engagement strategies and personalized support.

Customer Success Curriculum Integration Analytics Customer Feedback Analysis Cross Functional Collaboration User Experience Customer Retention Strategic Planning

Sr. Professional Development Consultant

Houghton Mifflin Harcourt

Jan 2014 - Present (11 years 7 months)

Strategized with client school district officials to customize project-based learning opportunities regarding digital products and data platform upsell opportunities. Orchestrated the Customer Success process, partnering with district decision-makers and stakeholders to organize onboarding logistics and determine specific KPIs.

Professional Development Project Based Learning Digital Products Data Platform Customer Success KPIs Technical Support Contract Negotiation Revenue Goals Team Leadership

Education

Degrees, certifications, and relevant coursework

University of Nebraska-Lincoln

Bachelor of Science, Education, Education

Completed a Bachelor of Science in Education at the University of Nebraska-Lincoln. The curriculum provided a strong foundation in educational principles and practices.

Project Management Institute

Associate Project Management Certificate, Project Management

Obtained an Associate Project Management Certificate from the Project Management Institute. This certification enhanced skills in project planning, execution, and management.