Open to opportunities

Sierra Evans

@sierraevans

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Motivated leader with 15 years in the SaaS industry.

United States

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What I'm looking for

I am looking for a role that emphasizes customer success and team leadership, where I can drive strategic initiatives and foster a customer-centric culture.

I am a motivated leader with 15 years of experience in the SaaS industry, specializing in customer success and retention strategies. At RadarFirst, I successfully led the customer success strategy, achieving a remarkable 103% Net Retention and managing a portfolio worth $17.1 million. My focus on optimizing churn analysis processes and creating a customer health score formula in our CRM resulted in a churn rate below 3% year-over-year, demonstrating my commitment to customer satisfaction and retention.

Throughout my career, I have directed cross-functional initiatives that align customer success metrics with broader company goals, accomplishing 100% of our growth targets for 2024. I take pride in building and scaling high-performing teams, fostering a culture of continuous improvement, and redesigning customer journeys to enhance onboarding processes. My efforts have significantly reduced time-to-value by 50%, showcasing my ability to drive impactful changes that benefit both customers and the organization.

Experience

Work history, roles, and key accomplishments

Director of Customer Success

RadarFirst

Sep 2019 - Apr 2024 (4 years 7 months)

Led customer success strategy at RadarFirst, achieving 103% Net Retention and managing a $17.1M portfolio. Optimized churn analysis, maintained a churn rate below 3%, and improved customer satisfaction through innovative feedback mechanisms. Directed cross-functional initiatives to align success metrics with company goals, resulting in 100% achievement of growth targets.

Customer Success Management Net Retention Customer Satisfaction Team Building Customer Success Metrics

Implementation Manager Team Lead

Symplicity Corporation

Sep 2011 - Oct 2019 (8 years 1 month)

Led a team for the implementation of Accommodate and Insight products at Symplicity Corporation. Initiated organizational change management and directed technical integrations. Developed comprehensive training programs and resources for product resellers, ensuring high customer satisfaction and effective product usage.

Implementation Management Change Management Integration Training Development Customer Satisfaction Team Leadership Knowledge Management

Client Relationship Specialist

Symplicity Corporation

Sep 2011 - Oct 2012 (1 year 1 month)

Managed the largest customer portfolio for national and international academic institutions at Symplicity. Ensured customer satisfaction through live training webinars and effective communication with development teams to resolve issues. Focused on maintaining strong client relationships and delivering high-quality support.

Client Relationship Management Customer Satisfaction Communication Skills Portfolio Management