Annie Sunderland
@anniesunderland
Enterprise Customer Success Manager driving retention and expansion through strategic account planning and adoption.
United StatesWhat I'm looking for
I’m a results-driven Customer Success Manager with 3+ years of enterprise SaaS experience, focused on translating complex customer goals into measurable outcomes. I manage high-value portfolios and use structured success planning to drive consistent results.
At M-Files, I manage 30 enterprise SaaS accounts with a $2M ARR portfolio and maintain 98% retention through proactive engagement. I drive $150K+ in upsell and expansion revenue by identifying growth opportunities during account health reviews and executive business reviews, including a $70K ARR expansion within 12 months by rescuing an at-risk account.
I also scale adoption by onboarding new enterprise customers and tailoring training and adoption programs to reach 75%+ platform utilization. As a strategic advisor and executive point of escalation, I align M-Files functionality with customer goals and long-term success plans, while advocating for customer needs in roadmap planning.
Previously at Hyland, I generated $1.9M in annual recurring revenue by managing a territory of 70+ customers and a pipeline exceeding $2M across financial and insurance industry accounts. I supported enterprise RFP, RFI, and RFQ opportunities and coordinated internal teams—presales, professional services, and support—to deliver demonstrations and issue resolution; earlier, I supported the sales cycle with tools like Salesforce and Workday and led proposal responses with subject matter experts.
Experience
Work history, roles, and key accomplishments
Managed a $2M ARR portfolio of 30 enterprise SaaS accounts, maintaining 98% retention through proactive engagement and strategic success planning. Drove $150K+ in upsell/expansion revenue, onboarding 5 new customers to 75%+ platform utilization, and expanded a $70K ARR at-risk account within 12 months.
Generated $1.9M in annual recurring revenue while managing a pipeline exceeding $2M across financial and insurance industry customers. Managed a territory of 70+ customers, secured new business via enterprise RFP/RFI/RFQ responses, and coordinated internal presales, professional services, and support for demos and issue resolution.
Supported account managers across the full sales cycle for enterprise software and professional services deals, including opportunities exceeding $1M. Used Salesforce and Workday (plus internal quoting tools) to track sales goals, forecast accurately, and maintain pipeline health while coordinating teams to ensure high-quality customer engagements.
Led creation of RFP/RFI/RFQ responses for enterprise customers, collaborating with subject matter experts to deliver compelling, accurate proposals. Partnered with internal stakeholders to support bids and help teams secure new business opportunities.
Developed marketing materials including email campaigns, flyers, and property brochures, supporting broker and administrative operations. Assisted with client communications, lease documentation, and reporting to support day-to-day real estate services.
Education
Degrees, certifications, and relevant coursework
Southeast Missouri State University
Bachelor of Arts, General Studies (Business Administration focus)
Earned a Bachelor of Arts in General Studies with a focus in Business Administration.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Annie?
You can contact Annie and 90k+ other talented remote workers on Himalayas.
Message AnnieFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
