# Maya Chen

Headline: Strategic Customer Success Manager | SaaS Retention & Expansion

- Email: maya.chen@example.com
- Phone: (415) 555-0132
- URL: https://www.mayachen.com

Location: 450 Mission Street, Suite 1200, San Francisco, California, United States, 94107

Profiles: 
- LinkedIn: [@maya-chen-csm](https://www.linkedin.com/in/maya-chen-csm)
- Medium: [@maya.chen](https://medium.com/@maya.chen)

## Basics

Customer Success Manager with 6+ years of experience driving retention, product adoption, and expansion revenue for B2B SaaS companies. Skilled at building trusted relationships with executive stakeholders and translating customer goals into measurable business outcomes.

- Manage a $4.2M book of business across 45 mid-market and enterprise accounts, consistently exceeding net revenue retention targets.
- Designed a customer health scoring model that reduced churn by 18% and increased expansion pipeline by 32%.
- Lead cross-functional initiatives with Product, Sales, and Support to improve onboarding, QBRs, and customer advocacy.
- Known for data-informed storytelling, empathetic communication, and a proactive, solution-oriented approach.


## Education

### University of Washington

Bachelor, Business Administration and Marketing, Score: 3.7, Sep 2014–Jun 2018

URL: https://www.washington.edu

Courses: Customer Relationship Management, Organizational Behavior, Data Analytics for Business, Negotiation and Conflict Resolution, Marketing Analytics, Project Management, Business Communication, Consumer Behavior

Summary: 
- Graduated cum laude with a focus on customer strategy and B2B marketing
- Completed capstone project on reducing churn in subscription-based businesses
- Served as vice president of the undergraduate marketing association


## Work

### Senior Customer Success Manager

CloudLoop, Mar 2021–Present

URL: https://www.cloudloop.com

Keywords: Customer Health Scoring, QBR Facilitation, Churn Reduction, Upsell & Cross-sell, Executive Business Reviews, Renewal Management, Team Leadership

Summary: 
- Own strategic relationships with 45 enterprise and mid-market accounts representing $4.2M in ARR
- Achieved 118% net revenue retention in FY2023 through proactive renewals, upsells, and multi-threading
- Built a customer health score model using product usage, support tickets, and NPS to prioritize risk and growth
- Facilitate executive business reviews and quarterly success plans with C-level stakeholders
- Partner with Product to relay customer feedback, influencing roadmap decisions for three major releases
- Mentor two customer success associates and lead onboarding for new CSM hires


### Customer Success Associate

BrightDesk, Jun 2018–Feb 2021

URL: https://www.brightdesk.com

Keywords: Onboarding, SMB Accounts, Customer Journey Mapping, Support Triage, Webinars, Expansion Revenue, Product Adoption

Summary: 
- Managed a portfolio of 80 SMB accounts with a combined ARR of $1.1M
- Improved onboarding completion rate from 62% to 89% by redesigning the welcome journey
- Reduced average first-response time from 8 hours to 45 minutes by implementing triage workflows
- Conducted quarterly business reviews and identified expansion opportunities totaling $240K
- Documented 30+ help center articles and led customer webinars on best practices


## Languages

- English: Native or Bilingual Proficiency, Keywords: Native speaker
- Spanish: Full Professional Proficiency, Keywords: DELE B2
- Mandarin: Limited Working Proficiency, Keywords: Conversational

## Skills

- Customer Success Management: Expert, Keywords: Customer Health Scoring, QBR Facilitation, Churn Reduction, Renewal Management, Executive Business Reviews, Customer Journey Mapping
- Account Growth: Advanced, Keywords: Upsell & Cross-sell, Expansion Revenue, Account Planning, Negotiation, Stakeholder Management, Customer Advocacy
- Data & Analytics: Advanced, Keywords: Salesforce, Gainsight, Looker, SQL, NPS, CSAT, SaaS Metrics
- Leadership & Collaboration: Advanced, Keywords: Team Leadership, Mentoring, Cross-functional Collaboration, Process Improvement, Project Management, Communication
- Tools: Intermediate, Keywords: Zendesk, Jira, Slack, HubSpot, Google Workspace, Notion

## Awards

### Customer Success Leader of the Quarter

CloudLoop, Jun 2023

Summary: 
Recognized for achieving the highest net revenue retention and expansion attainment across the customer success team in Q2 2023.

### President's Award for Service Excellence

BrightDesk, May 2019

Summary: 
Awarded for outstanding customer satisfaction scores and for leading a cross-team initiative that improved onboarding efficiency.


## Certificates

### Certified Customer Success Manager (CCSM)

SuccessCOACHING, Feb 2022

URL: https://www.successcoaching.com/certified-customer-success-manager
### Customer Success Certification

HubSpot Academy, Sep 2021

URL: https://academy.hubspot.com/courses/customer-success
### Salesforce Certified Administrator

Salesforce, Nov 2020

URL: https://trailhead.salesforce.com/credentials/administrator

## Publications

### The Retention Playbook for Mid-Market SaaS

Customer Success Collective, Mar 2023

URL: https://www.customersuccesscollective.com/retention-playbook

Summary: 
- Practical framework for diagnosing churn risk using product usage, support signals, and stakeholder maps
- Includes templates for health scores, executive business reviews, and renewal negotiations
- Featured in the Customer Success Collective weekly newsletter


## Projects

### Customer Health Score 2.0

Redesigned the customer health scoring model to predict churn and expansion more accurately., Jan 2023–Aug 2023

URL: https://www.cloudloop.com/customer-health-score

Keywords: Health Score, Churn Prediction, Salesforce, Gainsight, Data Modeling

Summary: 
- Consolidated data from Salesforce, Gainsight, Zendesk, and product analytics into a single health score
- Built a weighted model with 12 signals, including login frequency, support sentiment, and executive engagement
- Reduced false-positive risk alerts by 40% and increased CSM efficiency by 15%


### CSM Onboarding Portal

Internal portal that centralizes onboarding resources, playbooks, and certification paths for new CSMs., Apr 2022–Oct 2022

URL: https://www.cloudloop.com/csm-onboarding

Keywords: Onboarding, Enablement, Documentation, Process Design

Summary: 
- Reduced new CSM ramp time from 12 weeks to 7 weeks
- Standardized onboarding checklists, call frameworks, and product certification milestones
- Adopted by the entire customer success organization across three regions


## Interests

- Community Building: Customer Success Meetups, Mentorship, Networking
- Content Creation: Podcasting, Writing, Video Editing
- Wellbeing: Yoga, Hiking, Meditation
- Travel: Cultural Exploration, Food, Photography

## Volunteer

### Women in Customer Success

Mentor, Jan 2022–Dec 2023

URL: https://www.womenincustomersuccess.org

Summary: 
- Mentor early-career customer success professionals through monthly 1:1 sessions and resume reviews
- Lead quarterly workshops on executive communication, negotiation, and career development
- Helped 12 mentees secure promotions or new roles in customer success