Open to opportunities

Jalisa Brumfield

@jalisabrumfield

Customer Success Manager at Bold Penguin who retained and expanded $1M+ across 200+ upmarket accounts.

At Bold Penguin, I manage post-sale strategy across onboarding, implementation, adoption, renewal readiness, and expansion for 200+ upmarket accounts. My work has contributed to $1M+ in retained and expanded revenue.

I analyze customer usage and engagement to identify risk early, then coordinate mitigation plans with Product, Engineering, and Support. I also lead QBRs and health reviews with senior stakeholders, connecting platform usage to customer priorities.

At Survey.com, I managed onboarding and adoption across 100+ SaaS customer engagements. I monitored adoption metrics, delivered business reviews, and coordinated teams to address customer challenges.

Earlier, I generated $75K+ in new ARR at Canary Technologies through consultative discovery and SaaS solution alignment. In commercial insurance roles, I managed renewals and account relationships, including achieving a 98% client retention rate at CMG Insurance Group.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Bold Penguin

May 2025 - Present (1 year 5 months)

Owned post-sale strategy for 200+ upmarket accounts, achieving $1M+ in retained and expanded revenue. Led QBRs and strategic conversations with Director- and VP-level stakeholders to drive value realization.

Customer Success Strategic Account Management B2B SaaS Onboarding Implementation Adoption Renewals Expansions QBRs Executive Stakeholder Management Voice Of Customer Cross functional Leadership Gainsight Salesforce Tableau SQL

Customer Success Specialist / Account Manager

Survey.com

Jul 2024 - May 2025 (10 months)

Managed onboarding and adoption for 100+ SaaS customer engagements, improving health and renewal forecasting. Coordinated Product, Engineering, and Support to resolve complex customer challenges.

Customer Success Account Management SaaS Onboarding Adoption Customer Health Renewal Planning Data Driven Reviews Cross functional Coordination Gainsight Salesforce Tableau

Strategic Sales Development Representative (SMB)

Canary Technologies

Jun 2023 - Jul 2024 (1 year 1 month)

Generated $75K+ in new ARR by exceeding quota attainment by 50% through consultative discovery. Partnered with Account Management and Customer Success to ensure smooth handoffs and implementation readiness.

Sales Development Consultative Discovery B2B SaaS ARR Generation Quota Attainment Account Management Customer Success Salesforce SalesLoft Gong

Customer Success Associate

Elite Data Solutions

Oct 2022 - Jun 2023 (8 months)

Supported onboarding, product optimization, and ongoing Customer Success for a B2B portfolio. Developed repeatable playbooks and workflows to scale Customer Success delivery.

Customer Success Onboarding Product Optimization B2B Playbooks Workflow Management Customer Engagement

Licensed Customer Service Representative

Travelers Insurance

Jan 2019 - Oct 2022 (3 years 9 months)

Delivered high-volume service excellence through accurate, compliant management of policy changes, renewals, claims, and customer education in a regulated environment.

Customer Service Insurance Policy Management Renewals Claims Compliance Regulated Environments

Account Manager / Customer Sales Representative

CMG Insurance Group

Jan 2019 - Oct 2022 (3 years 9 months)

Achieved a 98% client retention rate by managing renewals, expansion, and relationship strategy in a regulated commercial insurance environment. Guided customers through onboarding, renewals, claims, and mid-term changes.

Account Management Customer Retention Renewals Expansions Commercial Insurance Regulated Environments Relationship Management Stakeholder Management