Shomari Lee
@shomarilee
Customer Success Manager driving retention, upsell growth, and exceptional customer satisfaction.
United StatesWhat I'm looking for
I am a dedicated Customer Success Manager with 5+ years of experience turning mid-market and enterprise clients into advocates through strategic onboarding, proactive health monitoring, and cross-functional collaboration. I consistently deliver strong business outcomes — including 110% retention metrics, meaningful upsell growth, and sustained 95%+ CSAT scores — by diagnosing pain points and implementing scalable processes.
At Disney (ESPN) I reduced churn, increased retention, and closed significant upsell bookings, while at Amazon and Flash Courier I built rapid onboarding programs, developed health-score frameworks, and influenced product improvements. I bring a results-oriented, customer-first ethos and am poised to help a company scale relationships, revenue, and customer delight.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Disney (ESPN)
Jan 2022 - Jul 2023 (1 year 6 months)
Reduced churn 30% YoY, raising portfolio retention from 78% to 91% and closed $1.2M in upsell/cross-sell bookings in one year; increased NPS from +25 to +45 and maintained 95%+ CSAT across 80+ monthly touchpoints.
AMOnboarded 60+ clients in 12 months achieving 90% retention, developed a health-score framework that prevented $250k in churn, and collaborated on upsells converting 25% of Tier-2 clients for $400k incremental revenue.
Client Success Associate
Flash Courier
Aug 2017 - May 2019 (1 year 9 months)
Onboarded all new clients within two weeks with 92% satisfaction, created onboarding playbooks that reduced support ticket volume by 30%, and produced 50+ enablement materials to boost self-service adoption.
Education
Degrees, certifications, and relevant coursework
Lincoln College of Technology - West Palm Beach
Business Administration
Studied Business Administration at Lincoln College of Technology in West Palm Beach, FL.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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