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Amira Legesse

@amiralegesse

Customer Success Manager at Verifone who standardized onboarding playbooks, cutting time-to-first-value by 30% for mid-market SaaS customers.

United States

Message

At Verifone, I managed enterprise and mid-market SaaS and payments customers, supporting high-value renewals and maintaining 95%+ retention across enterprise accounts.

I standardized onboarding playbooks for mid-market customers, reducing time-to-first-value by 30%. Proactive outreach and earlier risk detection helped reduce churn by 20%.

For enterprise accounts, I led onboarding and adoption for payment and POS solutions, ran quarterly business reviews, and used Salesforce and Gainsight reports to show ROI and drive adoption.

I also captured customer needs for Product and improved NPS by rebuilding training materials and support documentation. Earlier, I coordinated client accounts at Nolan Transportation Group and designed a digital learning program at United Nations CIFAL.

Experience

Work history, roles, and key accomplishments

Internal Auditor

ModifyHealth

Oct 2025 - May 2026 (7 months)

Audited high-volume member accounts for accuracy and compliance, identifying discrepancies and risks and working with internal teams to resolve them.

Audit Compliance Risk Assessment Data Analysis

Customer Success Manager, Enterprise Accounts

Verifone

Jul 2024 - Jun 2025 (11 months)

Maintained 95%+ retention and supported multi-million-dollar renewals across high-value enterprise accounts, including Burger King and Popeyes. Led onboarding and adoption for complex payment and POS solutions, partnering with Product, Solutions, and Support to resolve escalations.

Customer Success Onboarding Retention Renewals QBRs Salesforce Gainsight POS Payments Escalation Management Product Feedback

Customer Success Manager, Inside Sales Accounts

Verifone

Jul 2023 - Jul 2024 (1 year)

Standardized onboarding playbooks that reduced time-to-first-value by 30% for mid-market SaaS customers in retail and restaurants. Reduced churn by 20% through proactive outreach, better onboarding, and earlier risk detection.

Customer Success Onboarding Churn Prevention NPS Salesforce Gainsight Upselling Cross Selling Customer Health Data Analysis

Account Coordinator

Nolan Transportation Group

Mar 2021 - Jul 2023 (2 years 4 months)

Managed daily operations and primary client communication for accounts including Pepsi, Publix, Floor & Decor, and Advance Auto Parts. Reduced client response time to under 2 hours and tracked KPIs with weekly reports to stakeholders.

Account Management Client Communication KPI Tracking Negotiation Reporting

Project Implementation Intern

United Nations CIFAL

Jan 2020 - May 2020 (4 months)

Designed and delivered a digital learning program on the UN Sustainable Development Goals for university students, including course content, assessments, and certification requirements.

Project Management Curriculum Design E Learning Sustainable Development

Immigration Caseworker Intern

International Rescue Committee

May 2019 - Nov 2019 (6 months)

Promoted to Head Intern; managed client intake and case documentation, improved throughput by 15%, and mentored new interns.

Case Management Client intake Documentation Mentorship Process Improvement

Education

Degrees, certifications, and relevant coursework

Kennesaw State University

Bachelor of Arts, International Affairs

Activities and societies: Sigma Iota Rho Honor Society

Earned a Bachelor of Arts in International Affairs with concentrations in International Business, Economics, and Policy from Kennesaw State University in May 2020.