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# Calpurnia Marcellus

Tiber Hollow, Ohio | 614-555-0141 | calpurnia.marcellus@example.com | linkedin.example.com/in/calpurnia-marcellus

## Customer Success Manager

B2B SaaS customer success manager with seven years of experience guiding onboarding, adoption, renewals, and expansion for mid-market accounts. Builds success plans around measurable customer outcomes, uses product and support signals to surface risk, and coordinates sales, support, product, and executive stakeholders through renewal decisions.

## Selected Impact

- Managed a $4.8M annual recurring revenue portfolio of 62 accounts and finished fiscal 2025 at 94% gross retention and 111% net retention.
- Reduced median time to first production workflow from 41 to 27 days by redesigning kickoff, technical discovery, milestone tracking, and administrator enablement.
- Built a health-review cadence combining adoption, support severity, stakeholder coverage, and stated outcomes; the team identified at-risk renewals an average of 46 days earlier.

## Experience

### Senior Customer Success Manager | Capitol Cloud Systems | Tiber Hollow, OH

*March 2022-Present*

- Own onboarding, adoption, executive reviews, renewal planning, and expansion discovery for 62 mid-market workflow-software customers across healthcare, logistics, and professional services.
- Create mutual success plans with business outcomes, adoption milestones, owners, risks, and decision dates; maintain next actions in the customer system of record.
- Recovered six high-risk renewals worth $510,000 in annual recurring revenue by aligning remediation plans with support and product leaders and setting explicit customer checkpoints.
- Partnered with account executives on expansion opportunities generated from verified usage and process needs, contributing $640,000 in expansion annual recurring revenue in fiscal 2025.
- Mentor four customer success managers on discovery, executive communication, renewal forecasting, and evidence-based risk notes.

### Customer Success Manager | Portico Metrics | Rubicon Heights, CO

*July 2019-February 2022*

- Managed 84 small and mid-market analytics accounts from implementation through renewal, maintaining 92% gross retention in the final four quarters.
- Developed role-based administrator and analyst training, office hours, and reusable adoption guides; monthly active use among trained accounts increased from 58% to 76% over two quarters.
- Consolidated recurring customer feedback into problem statements and evidence summaries used by product managers during quarterly planning.

### Implementation Specialist | Portico Metrics | Rubicon Heights, CO

*June 2017-June 2019*

- Led data-discovery, configuration, testing, and launch plans for more than 45 customer implementations while documenting dependencies and acceptance criteria.
- Created reusable import checks that reduced avoidable configuration rework and made customer-facing validation results easier to explain.

## Operating Strengths

Customer onboarding | Success planning | Adoption strategy | Renewal and expansion | Executive business reviews | Risk management | Voice of customer | Cross-functional escalation | Forecast discipline

Salesforce | Gainsight | Zendesk | Looker | Jira | Google Workspace | Microsoft 365

## Education

**B.A., Communication and Business** | Aurelia Valley College | 2017