Open to opportunities

Nicole Tite

@nicoletite

Message

Customer Success leader driving retention, expansion, and scalable adoption.

United States

Message

What I'm looking for

I seek a customer-success leadership role where I can drive retention and expansion, scale playbooks, mentor teams, and partner cross-functionally to tie success outcomes to revenue.

I am a Customer Success leader with 7+ years in B2B SaaS focused on retention, expansion, and creating scalable processes that deliver measurable revenue impact.

I've managed >$3M ARR books of business and improved gross retention from under 70% to above 95% by designing health scoring models, renewal strategies, and prediction tools to guide retention planning.

I build and execute onboarding and adoption playbooks that shorten time-to-value, coach and mentor teams, and collaborate cross-functionally to deliver presentation-ready insights to executives.

I am skilled with Salesforce, Asana, and customer success tooling, and consistently drive high CSAT and strong outcomes across mid-sized healthcare and retail software clients.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Breakthrough

Jan 2023 - Present (2 years 8 months)

Manage a $3M+ ARR book of private-practice business owners and multi-location clients, raising gross retention from under 70% to consistent 95% through health prediction tools and targeted retention strategies.

Customer Success Account Management Retention Strategy Salesforce Asana

Customer Success Manager

Square

Jan 2020 - Jan 2023 (3 years)

Drove retention and expansion across a book of 50+ mid-sized healthcare clients, reduced churn by 30%+ and built onboarding and adoption playbooks that accelerated time-to-value.

Customer Success Onboarding Salesforce Success Tooling

Experience Recovery Team Lead

Square

Jan 2019 - Jan 2020 (1 year)

Led resolution of escalated customer inquiries, collaborated with training to improve processes, and consistently achieved 98%+ CSAT on escalated cases while coaching advocates.

Escalation Management Coaching CSAT Process Improvement Cross Functional Collaboration

Customer Success Advocate

Square

Jan 2017 - Dec 2017 (11 months)

Provided high-volume phone, chat, and email support for e-commerce sellers, dedicating ~90% of time to customer interactions and ranking in the top 3% of performance metrics.

Customer Support Phone Support Chat Support Email Support SLA Management Performance Metrics