Jessica Brown

jessica.brown@email.com · (555) 123-4567 · San Jose, United States linkedin.com/in/jessicabrown

Customer Success Manager

Customer success manager with 5+ years of driving retention and growth for SaaS products. Expert in onboarding, QBRs, and expansion strategy. Proven track record of reducing churn and growing enterprise accounts.

▸ Experience

Customer Success Manager @ Zoom Video Communications

2021-04 – Present · San Jose

• Managed a portfolio of 120+ enterprise accounts worth $6M ARR, achieving 95% retention rate and $1.5M in expansion revenue.
• Developed a structured enterprise onboarding program that reduced time-to-value by 40%.
• Conducted quarterly business reviews with C-suite stakeholders, identifying upsell opportunities that increased average contract value by 25%.
• Built customer health scoring model used by 15+ CSMs to proactively identify at-risk accounts.

Customer Success Associate @ Zendesk

2018-02 · San Francisco

• Managed 200+ SMB accounts, reducing churn by 30% through proactive outreach and product adoption campaigns.
• Created knowledge base articles and training materials that reduced support tickets by 20%.

▸ Education

B.A., Business Administration

University of Oregon · 2013-09 – 2017-06 · GPA: 3.6

▸ Skills

Core Skills: Leadership · Communication · Problem Solving · Team Management Technical: Data Analysis · Project Management · Presentation

▸ Certifications

Salesforce Admin Certified (2024) HubSpot CRM Certified (2023)

Community

• Mentor at TechWomen, supporting women transitioning into tech careers

Conference Speaking

• Customer Success Summit 2024 - "Building Enterprise Onboarding Programs"

Languages

• Fluent in Mandarin Chinese