CICarl Webb II
@carlwebbii
Customer Success professional specializing in B2B SaaS retention and technical support.
United StatesWhat I'm looking for
I am a Customer Support & Application Specialist with over four years' experience delivering technical troubleshooting, escalation management, and SLA-driven service in fast-paced B2B SaaS environments. I consistently manage high-touch accounts, reduce churn risk, and drive recurring revenue through proactive retention strategies.
At Workiva, I managed 40+ clients, forecasted renewal bookings in Salesforce, and implemented Zendesk troubleshooting workflows that cut resolution time by 25%. I collaborate closely with Sales, Product, and Engineering to translate client feedback into product improvements and improved adoption across SEC filing workflows.
My background includes operations and project coordination where I documented SOPs, improved processes to reduce rework by 30%, and executed data-driven marketing and onboarding programs. I bring strong skills in CRM systems, analytics, and cross-functional advocacy to ensure customer success and maximize lifetime value.
Experience
Work history, roles, and key accomplishments
Customer Success Consultant
Workiva, Inc.
Jul 2021 - Oct 2025 (4 years 3 months)
Managed high-touch B2B SaaS accounts (40+ clients), reduced resolution time by 25% via standardized Zendesk workflows, and executed retention strategies that lowered churn risk and improved platform adoption for SEC filing workflows.
Operations & Project Coordinator
Create in Every Way LLC
Oct 2022 - Aug 2024 (1 year 10 months)
Managed client accounts and project deliverables end-to-end, created SOPs that reduced project rework by 30%, and ran data-driven marketing campaigns that increased client engagement by 25%.
Customer Support Specialist
Liquidity Services, Inc.
Jun 2019 - Dec 2020 (1 year 6 months)
Supported 20,000+ users via phone, email, and chat achieving ~90% first-contact resolution and reduced resolution time by 22% through severity-based triage and cross-functional escalation.
Education
Degrees, certifications, and relevant coursework
SUSouthern New Hampshire University
Bachelor of Arts, Psychology
Pursuing a Bachelor of Arts in Psychology with three years of psychology coursework completed and expected graduation in 2026.
UHUniversity of Houston
Psychology
Completed psychology coursework (duration unspecified) at the University of Houston.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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