Open to opportunities

Terrisha Madison-Smith

@terrishamadison-smit

Message

Customer success and technical account leader driving CRM adoption and stakeholder trust.

United States

Message

What I'm looking for

I’m seeking a role where I can lead customer success and technical account efforts, simplify CRM workflows, drive renewals and adoption, collaborate across teams, and use analytics to inform executive decisions.

I’m a customer success and technical account leader with 10 years supporting federal B2G and B2B environments, blending people, processes, and technology to drive retention, renewal, and expansion.

I’ve led large onboarding programs (300+ users), restored lapsed accounts, and improved adoption by 35% through targeted outreach and strategic account planning, while supporting multimillion-dollar modernization efforts and ensuring 100% compliance on cybersecurity task orders.

I bring deep CRM fluency (Salesforce, ServiceNow, HubSpot), experience building executive dashboards (Power BI, Tableau), AI-enabled analytics training, and a collaborative, empathetic style focused on simplifying systems and delivering measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Technical Account Manager

Current

Department of Homeland Security, CISA

Dec 2022 - Present (3 years 1 month)

Acted as trusted advisor between DevOps teams and enterprise stakeholders, driving a 35% increase in platform adoption and reducing procurement timelines through streamlined renewal documentation. Built Power BI and Tableau dashboards to inform executive decisions on spend, delivery timelines, and operational risk.

Account Management Stakeholder Engagement Salesforce Power BI Tableau Renewal Management Dashboarding

User Experience Liaison

Department of Defense

Dec 2020 - Dec 2022 (2 years)

Managed stakeholder communications and requirements for DoD CIO Cybersecurity Task Orders achieving 100% compliance and supported $5M+ infrastructure modernization efforts that streamlined reporting workflows. Created strategic account plans that improved cross-sell, retention, and forecast accuracy.

Stakeholder Management Requirements Gathering Account Planning Technical Support Reporting Process Improvement

Customer Success Specialist

Carahsoft

Dec 2015 - Dec 2020 (5 years)

Supported CRM onboarding, license renewals, and migrations, onboarding 300+ employees during multi-agency software migrations and reducing repeat tickets by 30% through escalation docs and walkthroughs. Automated reporting workflows to cut delivery time by 40% and used HubSpot for engagement tracking and renewal forecasting.

& Customer Success CRM Support HubSpot Onboarding Renewal Management Process Automation User Training Reporting

Education

Degrees, certifications, and relevant coursework

Salesforce Trailhead

Professional Certificate, CRM

Completed Salesforce Trailhead modules covering CRM basics to strengthen Salesforce platform knowledge and CRM fluency.

HubSpot Academy

Professional Certificate, Customer Success / Inbound Sales

Completed HubSpot Academy certifications in Inbound Sales and Customer Success to enhance CRM and customer engagement skills.

Google Cloud

Professional Certificate, Artificial Intelligence / Cloud

Completed Google Cloud AI Essentials training to gain practical understanding of AI tools and cloud-based AI services.

Microsoft Learn

Professional Certificate, Artificial Intelligence

Completed AI Fundamentals coursework to build foundational knowledge of AI concepts and applications.

Amazon Web Services

Professional Certificate, Cloud Computing

Completed AWS Cloud Practitioner Essentials to understand core AWS services and cloud concepts relevant to enterprise solutions.

Aspireship

Professional Certificate, SaaS Sales

Completed SaaS Sales Foundations training to develop skills in SaaS sales processes and customer success methodologies.

University of Maryland Global Campus

Bachelor of Science, Business Management

Completed a Bachelor of Science in Business Management, focusing on business operations and management principles to support customer success and account strategies.