Seeking a CSM role managing enterprise or strategic accounts in SaaS or cybersecurity. I excel at turning at-risk accounts into advocates, driving adoption and retention, and guiding executive relationships. I value upward mobility, collaboration, and the chance to mentor peers while shaping long-term customer success.
MB
Looking for a job
Mark Bernardin
@markbernardin
Customer Success leader with 10+ years managing $8.5M+ ARR enterprise portfolios across Fortune 100 accounts.
United StatesWhat I'm looking for
My career has been dedicated to ensuring customers achieve lasting success with complex technologies. Starting with security awareness training at Cofense, I maintained a 95% retention rate across challenging accounts by creating scalable onboarding and churn-reduction strategies. At Proofpoint and Swimlane, I designed and delivered tailored engagement programs, achieving 120% net revenue retention while mentoring peers and refining playbooks that elevated team-wide performance.
At Palo Alto Networks, I managed $8.5M+ ARR portfolios across enterprise customers. I earned recognition for turning around historically demanding accounts - The Home Depot, Lowe’s, and EY - by resetting expectations, elevating adoption, and guiding executive conversations. Senior leaders and customers described me as “the greatest CSM Lowe’s ever had” and praised my ability to “understand the customers.”
Beyond customer-facing impact, I have contributed to process improvements and team enablement. I piloted Asana-based Account Success Plans, rewrote key training materials as a subject matter expert, and created a Customer Success soft-skills training path on Udemy. I’ve mentored peers, coached new hires, and advocated for customer success certifications that are now available team-wide.
Certified as a Customer Success Manager (SuccessCOACHING), CompTIA Security+, and Swimlane SOAR Administrator, I blend deep cybersecurity knowledge with executive-level communication skills. My passion lies in mentoring others, building resilient customer relationships, and delivering measurable outcomes that align to both client goals and business objectives.
Experience
Work history, roles, and key accomplishments
CCCurrent
CEO & Founder
ClearPath CX
Jan 2021 - Present (5 years)
Built Customer Success consultancy serving 25+ SaaS companies, improving average client net retention by 22% through strategic frameworks, value realization programs, and process optimization
Authored 6 Customer Success books adopted by 10,000+ CS professionals globally, including industry-standard "Path to Green" at-risk recovery methodology
PNManaged over $8.5M ARR across enterprise accounts, transforming at-risk customers to healthy status and delivering EBRs that drove retention and expansion
Served as acting team lead for 7 CSMs during 4-month transition, coordinating operations, mentoring peers, and maintaining 100% renewal pipeline health
SW
Customer Success Manager
Swimlane
Mar 2020 - Jun 2021 (1 year 3 months)
Achieved 120%+ NRR generating $1.5M+ expansion revenue through strategic customer engagement and initiatives that increased cross-product usage by 35%
Executed 6-week turnaround of stalled $400K enterprise implementation, securing renewal and public customer endorsement through intensive relationship building and adoption strategy
PRAchieved double-digit reduction in phishing click rates (35% average improvement) through customized security awareness campaigns and proactive customer engagement
Improved customer retention by 18% and renewal confidence through adoption-focused onboarding programs and data-driven Executive Business Reviews
COMaintained 95%+ customer retention across 50+ high-risk enterprise accounts through proactive relationship management, strategic success planning, and measurable security outcomes
Served as acting team lead during manager's international travel, coordinating operations for 5-member CSM team across multiple coverage periods while maintaining 100% renewal rate
Education
Degrees, certifications, and relevant coursework
CO
CompTIA
Security+
2017 -
LLLinkedIn Learning
How to Use Generative AI: Building an AI-First Mindset
LLLinkedIn Learning
Customer Journey Mapping with Generative AI
LLLinkedIn Learning
How to Boost Your Productivity with AI Tools
SUSuccessCOACHING
Certified Customer Success Manager
LLLinkedIn Learning
Smartsheet Tips and Tricks
LLLinkedIn Learning
Amplify Your Critical Thinking with Generative AI
UDUdemy
Real World Ethical Hacking
UDUdemy
WiFi Hacking - Wireless Penetration Testing for Beginners
UDUdemy
CompTIA CySA+ Complete Course
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
120k-160k USD
Social media
Job categories
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