Open to opportunities

Christina Johnson

@christinajohnson2

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Customer Success leader driving retention and expansion for B2B SaaS and cloud clients.

United States

Message

What I'm looking for

I seek a customer-centric role where I can lead full-lifecycle success, drive retention and expansion, collaborate with product, and scale programs in a B2B SaaS environment.

I am a results-driven Customer Success Manager with 10 years of experience supporting SMB, Mid-Market, and Enterprise clients across B2B SaaS, AWS cloud, digital marketing, and healthcare technology.

I manage portfolios from $3M–$30M ARR, driving strong renewals and expansion through data-informed strategy, consultative relationship building, and full lifecycle ownership. I prioritize an empathetic, customer-first approach focused on understanding client goals and building trust.

My track record includes achieving net retention metrics above team averages (examples: 125% NRR at Mission Cloud, 101% NRR at Ortto) and consistently meeting or exceeding quotas across renewal, upsell, and professional services targets.

I collaborate closely with product and cross-functional teams to improve product experiences, lead training and implementation efforts, and design scalable success programs that increase adoption and reduce churn.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Ortto

Nov 2024 - Present (1 year 4 months)

Managed a portfolio of 30 customers totaling $5.3M ARR, led renewals and negotiations to achieve 101% net retention, and drove product training, implementations, and pre-sales demos informed by customer feedback.

Customer Success Renewals Product Demos Onboarding Gainsight Salesforce SaaS Implementation Customer Feedback

Client Experience Manager

Starlight PR

May 2024 - Dec 2025 (1 year 7 months)

Led project management and campaign execution for music artists, optimized workflows and rolled out Calendly, Slack, Basecamp, and HubSpot to improve campaign performance and team efficiency.

Project Management Campaign Execution Workflow Optimization HubSpot Basecamp Slack Calendly Client Onboarding

Operations Account Manager

A Balanced Collective

May 2024 - Dec 2024 (7 months)

Served as primary contact for five key clients, built Trello and ClickUp workflows, SOPs, and KPIs to improve operational efficiency and delivered client/internal reporting for progress and risk tracking.

Operations Management ClickUp Trello SOPs KPIs

Account/Project Manager

Diginuiti

May 2024 - Aug 2024 (3 months)

Managed 10 client accounts for a digital marketing agency, overseeing workflows and delivering branding, paid ads, web, and copy projects using Agile and Monday.com to improve conversions.

Account Management Project Management Agile Monday.Com Digital Marketing Client Communication

Customer Success Manager

Mission Cloud

Sep 2022 - May 2024 (1 year 8 months)

Managed 32 enterprise and mid-market customers totaling $30M ARR, achieved 125% NRR by driving renewals, upsells, and QBRs with C-level stakeholders, and reduced churn through satisfaction and NPS improvements.

Customer Success Net Revenue Retention Upselling QBRs AWS SaaS Renewals

Sr. Customer Success Manager

Brazen

Sep 2021 - Sep 2022 (1 year)

Managed 100 SMB customers totaling $3M ARR, achieved 120% quarterly net retention for four consecutive quarters, increased product adoption to cut churn by 25%, and led trainings and go-to-market retention programs.

Customer Success Retention Strategy Product Adoption Training Webinars CRM

Customer Success & Project Manager

MealSuite

Jul 2020 - Sep 2021 (1 year 2 months)

Managed 50+ enterprise and mid-market accounts, developed training and resource libraries, implemented POS customizations, and used Scrum to improve delivery and ensure timely project completion.

Account Management Project Management Training Scrum POS Implementation Onboarding

Implementation Consultant

Spireon

Nov 2018 - Jun 2020 (1 year 7 months)

Implemented SaaS vehicle-tracking solutions for automotive dealerships, delivering training, integrations, and post-launch support to ensure successful adoption and go-live.

SaaS Implementation Integration Training Go Live Support Automotive Customer Onboarding Data Migration

Implementation Consultant II

Dealertrack

Oct 2016 - Nov 2018 (2 years 1 month)

Delivered on-site and virtual training, system configuration, and data migration support for automotive dealership accounting-focused SaaS implementations.

System Configuration Data Migration Training SaaS Implementation On Site Customer Success