As an Enterprise Customer Success Manager, I managed 56 of Unanet's largest high-touch architecture, engineering, and construction firms with a total ARR of over $3.5 million. I surpassed my 2024 annual NRR target of 112% with an achievement of 114%. I delivered total ARR growth of over $500,000 in 2024 by aligning value to the specific and unique desired outcomes of my customers.

Shortly after Unanet acquired Cosential in October 2020, the Customer Success team re-combined and we all again were responsible for expansion and retention.

As a Senior Customer Success Manager, my book of business shrunk to about 100 customers while average ARR increased. Working with larger organizations brought new and unique opportunities to deliver outcomes and value for our customers like meeting firms onsite, multi-threading with leadership, and solving complex problems requiring the buy-in from multiple internal and external teams.

To increase focus amongst the Customer Success organization, the team split into Account Managers responsible for finding and closing opportunities and Customer Success Managers responsible for retention. This role helped prepare me for future prospecting, analyzing whitespace, and closing opportunities while still providing value and maintaining strong partnerships

In the midst of the COVID pandemic, I was awarded with the 1H 2020 Top Account Manager Performance award.

I joined the founding Customer Success team at Cosential and worked to increase value and adoption with a book of business of over 200 customers. I implemented various processes and campaigns for the new Customer Success org to find opportunities and increase CSAT amongst a wide range of architecture, engineering, and construction firms.

Unanet CRM (formerly Cosential) provides Architecture, Engineering, and Construction firms with comprehensive CRM and Proposal Automation that works the way you do. Unlike any other solution, our solution is built by AEC marketing professionals with a deep understanding of your unique pain points and business processes. In an industry where contacts and connections are a surefire way to consistently win projects, an AEC-specific Customer Relationship Management tool is invaluable.