Open to opportunities

Baliza Stewart

@balizastewart

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Customer Success leader driving SaaS retention, adoption, and ARR growth through strategic account management.

United States

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What I'm looking for

I seek a customer-focused role where I can drive SaaS adoption, reduce churn, lead cross-functional teams, and grow ARR through strategic account management.

I am a Customer Success professional specializing in SaaS account management, retention, and expansion, with experience building trusted-advisor relationships with executive sponsors. I drive adoption through strategic reviews, success plans, and proactive outreach to mitigate churn.

Across roles from hands-on support to management, I have led high-volume teams, developed onboarding and training programs, and partnered with Sales, Product, and Engineering to identify upsell opportunities and resolve escalations. I leverage tools like Salesforce and Gainsight to track account health and forecast growth.

My achievements include improving retention rates through process improvements, delivering consistent ARR growth, and presenting retention metrics to executive stakeholders to inform strategy. I focus on cross-functional collaboration, data-driven decision making, and continuous improvement to enhance customer experience and drive business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Engagement Manager

Current

NAVEX

Aug 2024 - Present (1 year 4 months)

Manages a portfolio of SaaS customers to drive ARR growth and retention through retention strategies, adoption programs, and QBRs while identifying upsell opportunities with Sales.

& Customer Success Account Management Salesforce Gainsight QBRs Upselling Strategic Account Planning

Associate Customer Support Technician

NAVEX

Aug 2023 - Aug 2024 (1 year)

Delivered technical and customer support across channels, escalated complex platform issues with Product and Engineering, and identified upsell opportunities supporting ARR growth.

Technical Support Salesforce Jira Case Management Escalations Cross Functional Collaboration Customer Satisfaction Needs Analysis

Operations Supervisor

NAVEX

Oct 2017 - Aug 2023 (5 years 10 months)

Led daily operations for a high-volume support team, managed escalations as single point of contact, developed onboarding and training programs, and implemented process improvements to increase retention.

Team Leadership Process Improvement Onboarding Escalation Management Customer Retention Cross Functional Collaboration Training

Operations Manager

VXI Global Solutions

Aug 2016 - Oct 2017 (1 year 2 months)

Oversaw operational strategy and customer experience initiatives across teams, presented retention metrics to executives, and improved workflows to reduce costs and enhance service quality.

Operations Management Process Improvement Customer Experience Data Analysis Workflow Optimization

Apple Operations Manager

Concentrix

Jul 2015 - May 2016 (10 months)

Directed operations for multiple Apple service teams to meet corporate standards and conducted financial analysis to inform retention and upsell initiatives.

Operations Management Financial Analysis Service Delivery Performance Management Retention Strategy Upsell Team Leadership

Apple Team Manager

Concentrix

Jul 2014 - Jul 2015 (1 year)

Managed a customer-facing support team, implemented data-driven strategies to improve adoption and revenue, and enhanced service quality through targeted initiatives.