Open to opportunities

Craig Rittberg

@craigrittberg

Message

Senior Customer Success Manager with a proven track record in retention.

United States

Message

What I'm looking for

I am looking for a role that allows me to leverage my customer success expertise in a dynamic environment, focusing on client relationships and driving revenue growth.

I am a dedicated Senior Customer Success Manager with extensive experience in managing relationships with Fortune 50 and Fortune 500 companies. At LiveAction, I have successfully achieved a customer retention rate of 95.3% and exceeded my total contract value quota by 176%, bringing in $7.7M in 2023 alone. My role involves leading quarterly business reviews and collaborating with internal stakeholders to drive expansion opportunities, resulting in significant revenue growth.

Prior to my current position, I served as an Account Manager, where I managed a portfolio of over 340 customers, achieving over 200 renewals annually. My expertise in Salesforce allowed me to create custom reports and dashboards that improved customer retention metrics. I have a strong background in training and onboarding staff, ensuring high productivity and quality service delivery in previous roles at NYU School of Medicine.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

LiveAction

Feb 2023 - Present (2 years 5 months)

Managed a portfolio of 30-50 Fortune 50 and Fortune 500 companies, achieving a 90% retention goal and 100% of the $4.7M TCV quota. Led QBRs and collaborated with internal stakeholders to secure over $1.2M in expansions.

Customer Relationship Management Customer Retention

Account Manager

LiveAction

Feb 2020 - Feb 2023 (3 years)

Managed an average of 340 customers, resulting in 200+ yearly renewals. Built and strengthened trusted relationships with key stakeholders to ensure product adoption, renewals, and new revenue opportunities. Overachieved 2021 quota by 41%, from $2.4M to $3.4M.

Customer Relationship Management Account Management Salesforce Renewal Management Revenue Forecasting Customer Retention

Sales Development Representative

LiveAction

Apr 2019 - Feb 2020 (10 months)

Qualified prospects for scheduled demos and obtained qualifying prospects at trade shows and conferences. Collaborated with partners to resource additional prospects and assisted current customers with scheduling meetings for expansions and best practices. Exceeded or met monthly quotas consistently.

Qualifying Prospects Lead Generation Partnering Customer Engagement Sales Development

FGP Team Leader

NYU School of Medicine

Nov 2012 - Apr 2019 (6 years 5 months)

Trained and onboarded new employees, creating formal training processes to implement policies and initiatives. Managed and led FGP SEC I & II schedulers to ensure high productivity, quality, and limited patient wait times. Ensured successful execution of customer service consistent with hospital policy.

Team Leadership Staff Training Onboarding Process Improvement Productivity Customer Service Policy Implementation

Education

Degrees, certifications, and relevant coursework

New York University

Bachelor of Arts, Social Sciences Organizational Behavior and Change

Focused on Social Sciences, with an emphasis on Organizational Behavior and Change. Gained foundational knowledge in human behavior within organizations and societal structures.