Mark User

Manage 160 SaaS customers representing approximately $6M ARR across SMB, Mid-Market, and Enterprise, prioritizing engagement based on customer health, product usage, engagement signals, and customer needs. Translate customer objectives into success conversations focused on adoption, value realization, risk mitigation, and renewal readiness.

Achieved 132% renewal quota attainment across a high-volume SaaS portfolio through proactive outreach, risk identification, negotiation, and stakeholder alignment. Executed targeted outreach campaigns for defined customer segments to increase engagement and generate traction around upcoming renewals.

Managed a large customer base during the first year in a quota-carrying renewal role, coordinating renewal outreach and follow-up across a broad portfolio. Used Microsoft Word mail merge to personalize renewal communications for targeted customers, helping make outreach more efficient and consistent at scale.

Supported pooled customer access through a shared mailbox, responding to customer requests and coordinating renewal-related follow-up.

Supported business processes and operations, contributing to efficiency and quality in service delivery.

Analyzed and investigated fraud cases, contributing to risk mitigation and customer protection.

Provided credit solutions and support to customers, addressing their financial needs and concerns.

Performed quality inspections to ensure products met standards and specifications.

Grade: 1.39

Graduated with honors from Negros Oriental State University with a GPA of 1.39.

Certified as a Customer Success Manager by Gainsight.