JACKSON REILLY
Denver, CO · jackson.reilly@email.com · (555) 010-5602 · linkedin.com/in/jacksonreillycs

SUMMARY
Customer success manager with 2+ years owning mid-market accounts. Drives renewal and expansion through structured QBRs and proactive risk management, not just check-in calls.

SKILLS
Gainsight / Salesforce · Onboarding & adoption · QBRs · Renewal & expansion · Churn analysis · Health scoring · Cross-functional advocacy · Executive stakeholder management

EXPERIENCE
Customer Success Manager · Beacon Cloud Software · 2023-Present
• Own a book of 45 mid-market accounts worth $3.2M ARR; held net revenue retention at 112%.
• Ran structured QBRs for the top 15 accounts; identified $480k in expansion opportunity in two quarters.
• Rebuilt the health-scoring model with product-usage and support-ticket data; flagged churn risk 6 weeks earlier on average.
• Partnered with sales on 12 renewal negotiations; held gross renewal rate above 92%.
• Documented onboarding and expansion playbooks now used by 3 other CSMs.
• Key project — Health-score model rebuild: rebuilt churn-risk scoring using usage and support data, catching risk weeks earlier.

Associate Customer Success Manager · Northstar SaaS · 2021-2023
• Owned onboarding and adoption for a book of SMB accounts.
• Ran quarterly check-ins and flagged at-risk accounts before renewal.
• Maintained a high logo-retention rate across the book.
• Built a health-scoring checklist adopted by the wider team.
• Partnered with support to close the loop on usage questions.
• Key project — Onboarding-flow rewrite: cut time-to-first-value nearly in half.

EDUCATION
BA Business Administration · Rocky Mountain State · 2021