Open to opportunities

Ryan Lambert

@ryanlambert

Enterprise Customer Success leader driving GRR/NRR, retention, and expansion through data-driven executive partnerships.

United States

Message

What I'm looking for

I’m looking for an enterprise customer success role where I can drive GRR/NRR, lead strategic account growth, and partner with C-suite stakeholders using data-driven QBRs and VoC insights to maximize retention, adoption, and ROI.

I’m an Enterprise Customer Success and Strategic Account Management leader with 7+ years of experience managing multimillion-dollar portfolios and translating customer insights into measurable business outcomes. I focus on improving product strategy, retention, and win rates by partnering closely with executive stakeholders.

In my current role as Program Manager / Strategic Account Manager, I lead a portfolio of 20+ enterprise client accounts, designing win-loss programs that help executives strengthen retention and win rates. I run 100+ buyer interviews per quarter, synthesize findings into board-ready reports, and guide renewals and expansion—driving 106% GRR for a book under $1M in 2025.

Previously at Podium, I managed 35–40 enterprise customers across verticals, owning relationship leadership and delivering strong retention and expansion results. In 2024, I maintained an average of 99% gross revenue retention and 103% net revenue retention per quarter while presenting ROI and performance metrics to secure long-term commitments.

Earlier, I owned the end-to-end customer journey for 12 top-revenue startup accounts—driving onboarding, integrations, support escalations, upsells, and renewals. Before moving fully into customer-facing roles, I brought HR Business Partner and HR Generalist experience supporting leaders across people strategy, performance management, employee relations, and talent development—consistently aligning customer and business goals.

Experience

Work history, roles, and key accomplishments

Current

Program Manager / Strategic

Current

Clozd

Jan 2025 - Present (1 year 6 months)

Served as strategic program lead for a portfolio of 20+ enterprise accounts, delivering win-loss programs to improve product strategy, retention, and win rates. Owned renewals and expansion opportunities, conducted 100+ buyer interviews per quarter, and partnered with research, data, and product teams to drive adoption and on-time delivery.

Program Management Strategic Account Management Win Loss Programs Buyer Interviews Customer Lifecycle Management Renewals Account Expansion Cross functional Leadership Data Analysis Reporting Customer Adoption

Enterprise Customer Success Manager

Podium

Nov 2023 - Jan 2025 (1 year 2 months)

Managed a book of 35–40 enterprise customers representing $3M+ total ARR across multiple verticals, acting as strategic relationship lead for each account. Maintained average 99% gross revenue retention and 103% net revenue retention per quarter in 2024 and presented performance metrics and ROI to client executives to secure long-term commitments.

Enterprise Account Management Customer Success Gross Revenue And Net Revenue Retention Net Revenue Retention Renewals Account Expansion ROI Reporting Portfolio Management

Customer Success Manager

Journeyfront

Jul 2022 - Nov 2023 (1 year 4 months)

Owned the full customer journey for 12 highest-revenue startup accounts, covering onboarding, integrations, support escalations, upsells, and strategic renewals. Drove 60% growth in the largest account through upsell and departmental expansion, maintaining 118% net revenue retention in Q3/Q4 2022 and 100%+ in 2023 while leading the customer success team by 39%.

Customer Journey Management Onboarding Integration Customer Escalation Upselling Strategic Renewals Account Management Net Revenue Retention Team Leadership Growth Strategy

HR Generalist

Adobe

Feb 2021 - Jul 2022 (1 year 5 months)

Partnered with leaders supporting 1,500+ employees across performance management, employee relations, talent development, and compensation & benefits. Aligned people strategy with business goals.

Performance Management Employee Relations Talent Development Compensation Benefits HR Support

HR Business Partner

Workfront

Mar 2019 - Feb 2021 (1 year 11 months)

Partnered with executives across Marketing, Finance, and G&A (~300 employees) to align business objectives with people strategy. Achieved over 90% retention in those departments.

HR Business Partnering People & Strategy Retention Management Departmental Alignment