Looking for a job

Andrea Waller

@andreawaller

Message

Senior Customer Success Manager at Top Hat who turned a churned account into a renewed customer.

Canada

Message

At Top Hat, I own the customer journey for VIP, high-touch accounts, from onboarding through renewal. I turned a churned account into a renewed customer and was selected to present the “Zero to Hero” turnaround at a company All Hands meeting.

I also coordinate LMS integrations and migration upgrades, monitor account health to identify renewal and expansion opportunities, and contribute to AI tool testing. Previously, as Team Lead, Customer Support/Operations at SamaCare, I led a team of six and built a proactive process to identify usage risks and customer-impacting issues.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Top Hat

Jul 2022 - Present (4 years 3 months)

Owns the entire customer journey from onboarding through renewal for a portfolio of VIP high-touch accounts. Consistently meets or exceeds renewal and expansion targets, partnering with Sales and leading AI initiatives.

Customer Success Account Management Renewals Retention Expansions Salesforce NPS Churn Prediction Renewal Planning AI Tool Evaluation Natural Language Testing Learning Management System Integration Google Workspace Microsoft Office

Team Lead, Customer Support/Operations

SamaCare

Feb 2020 - Jul 2022 (2 years 5 months)

Led and mentored a team of six, overseeing escalations, performance, and day-to-day operations across multiple support functions. Designed and delivered company-wide support onboarding and training, and built proactive issue management processes.