Susie Hidalgo

I am a results-driven Senior Customer Success Manager with over 12 years of experience in the SaaS and business intelligence industries. My proven track record includes developing and executing long-term strategies that align with customer business objectives, managing large client portfolios, and driving significant revenue growth. I excel in building strong client relationships, optimizing internal processes, and mentoring teams to achieve excellence.

At Domo, I successfully managed a book of business worth $7 million, directly overseeing 22 clients and implementing customer success strategies that led to an 18% increase in product adoption and a 30% growth in account value. My ability to streamline customer support processes reduced average resolution time by 25%, demonstrating my commitment to enhancing client satisfaction and retention. I have a strong background in analyzing customer data and feedback to optimize internal processes, ensuring that our services continuously meet and exceed client expectations.

Throughout my career, I have been recognized for my strategic vision and ability to anticipate client needs. I have managed diverse accounts across various industries, including fintech, healthcare, and telecommunications, and have consistently renewed over 101% of existing clients year over year. My bilingual proficiency in English and Spanish allows me to connect with a broader client base, further enhancing my effectiveness in customer success management.