EMEliane Muanza
@elianemuanza
Senior Customer Success Manager driving enterprise SaaS adoption, retention, and revenue growth.
United StatesWhat I'm looking for
I am a Senior Customer Success Manager with deep expertise managing a $7M ARR enterprise portfolio and supporting healthcare organizations through complex SaaS implementations, optimization initiatives, and multi-stakeholder clinical workflows.
I lead the full customer lifecycle from onboarding through renewal ownership, delivering high NPS, strong adoption gains, and measurable ROI while generating significant upsell revenue and reducing churn through proactive health scoring and executive engagement.
I coach CSMs, build trusted executive relationships, and drive cross-functional collaboration with Product, Engineering, Sales, and Operations to influence roadmap priorities and deliver impactful customer and business outcomes.
Experience
Work history, roles, and key accomplishments
AIManage a 72-account enterprise SaaS portfolio ($7M ARR), achieving 96%+ gross retention and NPS 55–65 while driving $750K+ in upsell and reducing churn 15% YoY through strategic onboarding, adoption, and executive engagement.
Customer Success Manager
E Bantom Martin Insurance Agency Inc
Aug 2020 - Jan 2022 (1 year 5 months)
Managed a 150+ client book across personal and small-business accounts, increasing engagement 20% and reducing policy corrections 25% by leading onboarding, lifecycle management, and optimization initiatives.
TUOversaw daily operations for a 15-member support team, improving efficiency and service quality through process improvements, performance management, and escalation resolution.
Education
Degrees, certifications, and relevant coursework
LULasell University
Master of Business Administration, Project Management
Master of Business Administration with a focus on Project Management from Lasell University.
TUThe Pennsylvania State University
Bachelor of Science, Mining Engineering
Bachelor of Science in Mining Engineering from The Pennsylvania State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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