Open to opportunities

Christina Thomson

@christinathomson

Message

Enterprise Customer Success leader driving SaaS adoption, retention, and ARR growth across large portfolios.

United States

Message

What I'm looking for

I seek a customer-success leadership role where I can drive enterprise adoption, renewals, and product-informed advocacy through data-driven strategies, cross-functional collaboration, and team coaching.

I am an Enterprise Customer Success and Strategic Account Manager with 10+ years of experience in SaaS, FinTech, and financial services, known for managing multi-million-dollar portfolios and delivering measurable business outcomes. I have led QBRs, managed $5–7M ARR portfolios, and driven adoption and renewals for enterprise clients while leading and coaching teams to improve retention and satisfaction.

My work blends consultative engagement, operational rigor, and data-driven improvements — from CRM automations and SQL workflows that cut reconciliation times by ~25% to SOP and KPI implementations that achieved the lowest turnover nationwide. I partner cross-functionally to resolve escalations, optimize onboarding and adoption, and represent the customer voice to influence product direction.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

Orion Advisor Solutions

Jul 2025 - Present (2 months)

Implemented CRM automations and SQL-driven workflows that reduced reconciliation issue resolution times by ~25% and ensured 99%+ accuracy during a large-scale migration affecting 2,000+ client accounts.

SQL Process Improvement Forecasting Reporting SOP Development Mentoring

Premier Support Team Lead

Fiserv

Nov 2021 - Feb 2025 (3 years 3 months)

Managed 26 enterprise accounts spanning 2,500+ merchant relationships with $5–7M ARR, led a 15-agent team, ran QBRs to drive adoption and renewals, and improved client satisfaction and retention by ~10%.

Portfolio Management QBR Facilitation Team Leadership Escalation Management

Office Assistant / Scheduler

American Marine

Sep 2019 - Sep 2021 (2 years)

Managed payroll, AR/AP, vendor relations and scheduling, reducing processing times by ~15% and streamlining documentation to improve operational efficiency.

Accounts Receivable Accounts Payable Payroll Processing Vendor Management Scheduling Documentation Process Optimization Collections

Systems Analyst / Assistant Director

ReferralGENIE

Jan 2017 - Aug 2019 (2 years 7 months)

Processed 350+ recurring monthly payments, implemented SMART goals and commission models, and supported expansion of the sales team, contributing to ~25% operational improvement.

Payments Processing Systems Analysis Data Analysis Performance Metrics Process Improvement