Senior Customer Success Manager
Sofia Chen
San Francisco, CA415-555-0148sofia.chen@email.com
Leadership Profile
Product leader who turns customer evidence into focused roadmaps, measurable experiments, and durable B2B growth. Known for aligning engineering, design, data, and executive stakeholders around clear outcomes.
Product & Growth Expertise
Enterprise Retention | Executive Business Reviews | Gainsight | Expansion Strategy
Selected Experience
- Managed a $4.8M enterprise portfolio and improved gross retention from 91% to 96% through risk-based account planning.
- Built executive business review programs that surfaced $780K in expansion opportunities across 18 strategic accounts.
- Reduced time to value by 24% by redesigning onboarding milestones with implementation and support teams.
Education