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Redlion 702

@arthuranderson

Customer Success Manager and team lead at Coalfire Systems Inc., resolving 95% of strategic account escalations within SLA.

United States

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At Coalfire Systems Inc., I manage customer escalations for strategic accounts, achieving a 95% resolution rate within SLA. I also led a team of three Customer Success Managers and served as interim Director of Customer Success for four months.

Previously, I guided enterprise customers through onboarding and implementation at Coalfire Systems Inc. and Secureframe, including customers pursuing SOC 2, ISO 27001, and HIPAA certifications. At Reciprocity, Inc., I led ZenGRC implementations and helped redesign its credentials management feature into a customer-centric solution.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager, Team Lead

Current

Coalfire Systems Inc.

Aug 2024 - Present (2 years 2 months)

Managed customer escalations for strategic accounts, achieving a 95% resolution rate within SLA. Stepped in as interim Director of Customer Success for four months, maintaining departmental operations and enhancing team performance.

Customer Success Management Escalation Management Team Leadership CRM Implementation Customer Health Monitoring Cross Functional Collaboration Process Improvement

Customer Success Manager

Coalfire Systems Inc.

Jul 2023 - Aug 2024 (1 year 1 month)

Oversaw a diverse portfolio of enterprise and mid-market customers representing approximately $46M in Annual Recurring Revenue. Collected and analyzed customer feedback to influence product enhancements that improved customer experience, adoption, and retention.

Customer Success Management Enterprise Account Management Customer Onboarding Product Training Risk Mitigation Customer Retention Cross Functional Collaboration

Customer Success Manager

Secureframe

Jun 2022 - Jul 2023 (1 year 1 month)

Spearheaded customer onboarding and implementation initiatives, ensuring seamless deployment and fostering long-term platform adoption. Conducted regular Executive Business Reviews and strategic planning sessions, resulting in increased customer engagement and product utilization.

Customer Success Management Onboarding Implementation Executive Business Review Compliance SOC2 ISO 27001 HIPAA Customer Engagement Product Usage

Product Implementation Expert

Reciprocity, Inc.

Jul 2021 - May 2022 (10 months)

Led end-to-end implementation strategies for ZenGRC deployments, overseeing project planning, onboarding, and customized solution configurations. Managed enterprise software implementation projects from kick-off to customer handoff, ensuring average project completion ahead of schedule.

Implementation Management Project Planning Customer Onboarding Product Demonstrations Training System Integration ZenGRC Customer Adoption