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@alyssabrown
Experienced Senior Customer Success Manager driving customer satisfaction and growth.
United StatesAs 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.
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Work history, roles, and key accomplishments
Dotdigital
Jan 2022 - Present (3 years 10 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.
Ambition Media
Sep 2019 - Present (6 years 2 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%.
zSpace VR
Mar 2019 - Present (6 years 8 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.
Houghton Mifflin Harcourt
Jan 2014 - Present (11 years 10 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.
Degrees, certifications, and relevant coursework
UNBachelor 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.
PIAssociate 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.
Software and tools used professionally
United StatesYou can contact Alyssa and 90k+ other talented remote workers on Himalayas.
Message Alyssa
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