Aisha Thompson
Raleigh, NC (remote) · aisha.thompson@example.com · (919) 555-0139 · linkedin.com/in/aishathompson-cs
Summary
Customer success manager with 6 years in B2B SaaS, currently managing mid-market and enterprise accounts. I keep customers by getting them to value fast, spotting risk early, and making renewals a formality.
Experience
Tallyworks · Senior Customer Success Manager, Enterprise
2022 – Present
- Own a $7.8M book of 32 enterprise accounts; gross retention of 96% and net retention of 114% in fiscal 2024.
- Rebuilt enterprise onboarding around a 30-day plan, cutting time to first value from 41 to 18 days.
- Built a Gainsight health score that flagged 9 at-risk accounts early; saved 7 of them.
- Sourced $1.1M in expansion revenue through executive business reviews and qualified leads to sales.
Tallyworks · Customer Success Manager, Mid-Market
2020 – 2022
- Managed 85 mid-market accounts ($3.2M ARR) and kept logo churn under 5% a year.
- Created a webinar series for admins that reduced how-to support tickets from managed accounts by 35%.
Brightline Software · Technical Support Specialist
2018 – 2020
- Resolved 60+ tickets a week on integrations and APIs with a 96% customer satisfaction score.
Education
North Carolina State University · B.A. in Communication
2018
Skills
Renewals, expansion, onboarding design, health scoring, Gainsight, Salesforce, Zendesk, Pendo, SQL