Brianna Ellis
Senior Customer Success Manager
Atlanta, GA · brianna.ellis@example.com · (404) 555-0139
Summary
CSM with 5 years managing $9M+ book of business across mid-market SaaS. Net retention 118% last fiscal year; cut at-risk accounts by 41% via early-warning playbooks.
Experience
Senior CSM · Loop CX
2022 — Present
- Owned $9M book of 64 mid-market accounts; net retention 118%, gross retention 96%.
- Built health-score model that flagged 41% more at-risk accounts ≥30 days before renewal.
- Led QBR practice rollout; adoption hit 91% within two quarters.
Customer Success Manager · Mode Analytics
2020 — 2022
- Drove expansion bookings of $1.4M from existing accounts in 12 months.
- Reduced onboarding time-to-value from 38 to 21 days.
Education
B.A. Business Administration · University of Georgia
Skills
Gainsight · Salesforce · Account Management · QBRs · Churn Analysis · Onboarding · Expansion Selling