Naomi Ellis
Customer Success Manager
Denver, CO naomi.ellis@example.com +1 (555) 014-1188
Profile
Customer success manager who treats renewal as a series of useful conversations, not a calendar surprise. Maps outcomes, flags risk early, and writes notes that the next owner can use.
Experience
Customer Success Manager
2020 – Present
Harborlight SaaS · Denver, CO
- Held a 96% gross retention on a book of 42 mid-market accounts.
- Introduced a 90-day value plan that new customers completed before the first QBRs.
- Partnered with product on a usage report that made expansion conversations specific.
Onboarding Specialist
2017 – 2020
Quiltline Helpdesk · Denver, CO
- Ran kickoff-to-go-live for 8–12 accounts a quarter with a shared checklist.
- Cut onboarding tickets 22% by recording a short admin walkthrough for each workspace type.
Skills
Account management · Onboarding · QBR · Retention · Writing · CRM
Education
B.A. Communications
2017
Pinecrest University
Projects
90-Day Plan
Shared outline of outcomes, owners, and check-in dates for new customers.