Open to opportunities

Francesco Cilluffo

@francescocilluffo

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Senior Customer Success Manager with a focus on client retention.

Germany

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What I'm looking for

I am looking for a role that values customer advocacy, offers growth opportunities, and fosters cross-functional collaboration.

I am a Senior Customer Success Manager with over 10 years of experience in account management, onboarding, and customer retention across diverse industries, including IT, consulting, and pharmaceuticals. I have a proven ability to manage high-value accounts, achieving a 94% customer retention rate in 2024, exceeding the company benchmark of 92%. My expertise lies in integrating customer feedback into product roadmaps and building long-term client relationships to ensure product success.

Throughout my career, I have identified growth opportunities for SaaS and on-premise solutions, increasing Annual Recurring Revenue (ARR) by 10% between 2022 and 2024. I am passionate about customer advocacy, process optimization, and cross-functional collaboration, which drives business success and operational efficiency. My commitment to customer satisfaction is reinforced through initiatives like NPS surveys and Quarterly Business Reviews, aligning customer objectives with success strategies.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Clarivate Analytics

Sep 2019 - Present (5 years 9 months)

As a Senior Customer Success Manager, I achieved a 94% customer retention rate in 2024, exceeding benchmarks through proactive engagement strategies. Managed high-value accounts with a total ARR exceeding $15M, focusing on customer satisfaction and revenue growth.

Customer Lifecycle Management Account Management Customer Success Management Customer Onboarding CRM Software

Customer Success Manager

CA Technologies

Jul 2016 - Jul 2019 (3 years)

Drove the adoption of CA Enterprise Software Solutions for SMEs, maintaining a 95% contract renewal rate. Cultivated strong relationships with clients and partners, ensuring alignment with their objectives and enhancing customer loyalty.

Customer Success Management Risk Mitigation Renewal Management Project Management SaaS Solutions Client Relationship Management

Project Manager

ELC Group

Feb 2015 - Sep 2015 (7 months)

Reviewed Patient Information Leaflets for regulatory compliance and developed comprehensive Outcome Reports. Maintained effective communication with clients to ensure project success.

Regulatory Compliance Data Collection Reporting Client Communication Project Management

Senior Debt Collector

CBR

Jun 2013 - Jun 2014 (1 year)

Managed payment follow-ups and provided cash receipt projections to support financial planning. Investigated delayed payments and implemented solutions for timely collections.

Financial Planning Customer Relationship Management

Sales Manager

Il Droghiere

Sep 2011 - Feb 2013 (1 year 5 months)

Generated and qualified new leads to drive business growth. Managed customer relationships to ensure high retention rates and optimized sales performance.

Lead Generation Customer Relationship Management Sales Performance Business Development

Service Coordinator / Change Manager

IBM

May 2009 - Jun 2011 (2 years 1 month)

Managed APAR-related deliverables and developed annual installation plans. Created Change Requests and collaborated with project managers to enhance service quality.

AP Management Change Management Collaboration