MUMike User
@mikemilner4
I am a Strategic Customer Success leader driving retention and growth for global SaaS portfolios.
United StatesWhat I'm looking for
I am a Strategic Customer Success leader with 9+ years driving retention and growth across global SaaS portfolios exceeding $8M ARR. I partner with executives to align product value to measurable customer outcomes.
At Loomly I influenced roadmap and go-to-market decisions that preserved over $150K in at-risk revenue, reduced churn by 19% (preserving ~$200K ARR), and drove a 14% increase in trial-to-paid conversions. I led onboarding initiatives that accelerated time-to-value by 20% and coached a team of three to support $90K in upsell revenue.
I am an effective cross-functional partner to Product, Engineering, Support, and Marketing, converting customer insights into revenue-impacting initiatives. Conversational in Spanish and Portuguese, I bring international experience across the Americas, EMEA, and APAC.
Experience
Work history, roles, and key accomplishments
LOSenior Customer Success Manager
Loomly
Jul 2023 - Present (2 years 1 month)
Acted as a trusted advisor to Product teams and preserved over $150K in at-risk revenue through advocacy and product feedback, drove a 10% retention increase and 14% rise in trial-to-paid conversions, and led onboarding that accelerated time-to-value by 20%.
LOCustomer Success Manager
Loomly
Apr 2021 - Jun 2023 (2 years 2 months)
Led demos, onboarding, and training for enterprise accounts across Americas and APAC, driving a 23% increase in product adoption and reducing churn by 17%, preserving approximately $120K in ARR. Synthesized customer feedback to influence 20+ product enhancements and supported launches of 25+ features.
Senior Account Manager
Cervecería de Colima
Jun 2019 - Jun 2020 (1 year)
Established the brand in San Diego County, securing 45+ retail partnerships and generating $400K in new business while increasing sales volume by 25% and net distribution by 40%. Improved customer retention by 70% through strategic account plans and GTM campaigns.
Senior Account Manager
Heineken USA
Oct 2016 - Apr 2019 (2 years 6 months)
Managed 120+ accounts and developed consultative relationships that generated $23M from 2016–2019, achieving 95% client retention and driving up to 24% above sales KPIs. Led new client implementations and reduced time-to-value, boosting client satisfaction by 20%.
Sales Account Manager
Young's Market Company
Sep 2015 - Jun 2016 (9 months)
Ensured 100% programming execution with store directors and district managers and drove 18% territory sales growth through coordinated merchandising and execution. Managed retail relationships to meet monthly sales objectives.
Sales Account Manager
Southern Wine & Spirits
Aug 2014 - Sep 2015 (1 year 1 month)
Managed retail chain accounts, identified and resolved common customer issues, and consistently achieved monthly sales targets, earning recognition as San Diego County top performer in 2015. Focused on driving chain-level adoption and revenue.
Education
Degrees, certifications, and relevant coursework
UDUniversity of San Diego
Bachelor of Business Administration, International Business
Bachelor of Business Administration with a focus in International Business from the University of San Diego.
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Mike?
You can contact Mike and 90k+ other talented remote workers on Himalayas.
Message MikeFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
