Open to opportunities

Jessica User

@jkhouvongsavanh

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Strategic SaaS customer success and technology sales leader driving enterprise growth.

Canada

Message

What I'm looking for

I am seeking a senior customer success or strategic account leadership role where I can scale enterprise adoption, mentor teams, drive retention and revenue expansion, and collaborate cross-functionally in a growth-focused culture.

I am a results-driven customer success and strategic technology sales leader with 8+ years of experience driving adoption, retention, and multi-million-dollar growth across SaaS and enterprise services. I specialize in executive engagement, data-driven health scoring, and scalable delivery for high-growth accounts.

I have led cross-functional teams and standardized lifecycle playbooks that reduced ramp time by 30%, achieved sustained 100% retention in multiple roles, and delivered exceptional NRR/GRR outcomes (examples include 112% and 125% NRR). I’ve managed large enterprise programs and campaigns, including execution of a $17M global donation campaign and growth of a $35M book of business.

I partner closely with Sales, Product, and Support to align solutions with client objectives, mentor teams, and build processes that improve NPS and forecast accuracy. I seek roles where I can continue to scale customer value, lead high-performing teams, and drive strategic expansion in enterprise accounts.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Link2Feed

Mar 2025 - Present (6 months)

Championed customer health reporting and executive feedback loops to improve client outcomes and retention; standardized lifecycle playbooks and partnered cross-functionally to reduce ramp time by 30% and drive net revenue retention.

Customer Success NRR%Cross Functional Collaboration Playbook Development Salesforce

Senior Client Manager

Mosaic

Jan 2024 - Nov 2024 (10 months)

Educated customers to drive product adoption and led cross-functional pre-sales and delivery teams across strategic accounts, achieving 112% NRR and maintaining 100% client retention while exceeding renewal targets.

Client Adoption Implementation Management NRR%Forecasting Renewals Data Analysis Project Coordination

Enterprise Program Manager

Benevity

Oct 2021 - Feb 2023 (1 year 4 months)

Optimized operations and contracting to boost NPS by 70% for Fortune 500 clients and drove 135% growth with 100% retention on a $35M donation-volume book, executing a $17M global campaign for Google.

Program Management NPS Stakeholder Engagement Campaign Execution Retention Strategy Contracting Project Delivery

Team Lead, Client Success

MotoInsight

Apr 2020 - Oct 2021 (1 year 6 months)

Led a team of five client success managers to average 95% retention, maintained 100% retention on a personal book of 150 dealers, and supervised data mapping and API integrations to drive product adoption and growth.

Team Leadership Onboarding Data Analysis API Integration Forecasting Client Communication

Account Manager, Operations

MarketForce Information

Oct 2018 - Apr 2019 (6 months)

Maintained client relationships and operational oversight to ensure successful delivery of Market Force products, served as liaison between technical teams and customers, and accurately forecasted renewals based on adoption.

Account Management Forecasting Implementation Support Stakeholder Management

Dealer Success Manager

Rapid RTC

Oct 2015 - Oct 2017 (2 years)

Retained and grew relationships with 250 dealer organizations, exceeded monthly sales targets by 110% and sustained 100% retention for 23 consecutive months while upselling and managing key OEM accounts.