Open to opportunities

Phanes Polk

@phanespolk

Message

Experienced Customer Success Manager driving SaaS account growth.

United States

Message

What I'm looking for

I am looking for a role that fosters collaboration, values customer relationships, and offers opportunities for professional growth.

I am a dedicated Customer Success Manager with over five years of experience in managing Enterprise and Commercial SaaS accounts. My expertise lies in developing and executing comprehensive success plans that align with customer business objectives, focusing on adoption, expansion, and innovation. At ServiceNow, I managed accounts exceeding $1M ARR, providing solution guidance as a Subject Matter Expert to maximize customer ROI and engagement.

Previously, I contributed to $2M ARR at Textio by designing engagement strategies that improved retention and customer satisfaction. My proactive approach to monitoring usage metrics allowed me to deliver actionable insights that enhanced adoption and efficiency. I have a proven track record of collaborating with cross-functional teams, including Product and Engineering, to relay customer feedback and drive product improvements.

In addition to my customer success experience, I have a background in digital marketing as an SEO Manager, where I led process improvements for real estate agents’ campaigns. I am currently pursuing an Associate Degree in Marketing at Austin Community College and hold a certification as a Customer Success Manager.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

ServiceNow

Feb 2023 - Feb 2025 (2 years)

Managed Enterprise and Commercial SaaS accounts exceeding $1M ARR in the B2B industry. Developed and executed comprehensive success plans focused on adoption, expansion, and innovation.

Saas Account Executive Customer Success Strategic Planning

Customer Success Manager

Textio

Nov 2021 - Nov 2022 (1 year)

Managed a portfolio of 50
70 Enterprise and Commercial SaaS accounts, contributing to $2M ARR. Designed engagement strategies to improve retention, expansion, and customer satisfaction.

Portfolio Management Product Feedback

Customer Success Associate

Hireology

Dec 2019 - May 2021 (1 year 5 months)

Increased feature adoption by 8% in Q4 and 10% in Q1 through proactive engagement strategies, driving client satisfaction. Resolved escalated client issues, working closely with internal teams to deliver timely solutions.

Customer Success Manager

Aerotek

Oct 2018 - Nov 2019 (1 year 1 month)

Supported B2B SaaS implementations and ongoing customer success strategies. Delivered exceptional customer service in a fast-paced environment, resolving escalations and optimizing workflows.

B2B SaaS Customer Service Workflow Optimization Customer Success

SEO Manager

Phanes Polk

Feb 2018 - Jan 2019 (11 months)

Led process improvements for real estate agents
digital marketing campaigns, leveraging data-driven insights to scale portfolios. Designed and implemented standard operating procedures to improve efficiency.

Digital Marketing Data Analysis Process Improvement SOP Development

Education

Degrees, certifications, and relevant coursework

Austin Community College

Associate Degree in Progress, Marketing

Currently pursuing an Associate Degree in Marketing. This program is designed to provide foundational knowledge in marketing principles and practices.

Success Coaching LLC

Certified Customer Success Manager (CCSM), Customer Success

Completed a certification program focused on customer success management. This certification enhanced skills in client relationship management and strategic customer engagement.