HR Record

Marcus Johnson

April 2020 - Present: Customer Success Manager
- Manages portfolio of 25 enterprise clients generating $5M in annual revenue
- Achieved 95% client retention rate over past three years
- Leads quarterly business reviews and strategic planning sessions with clients
September 2018 - March 2020: Customer Success Associate
- Supported senior CSMs with client onboarding and training
- Managed day-to-day communication with mid-market clients
- Created customer success playbooks and best practices documentation
January 2016 - August 2018: Account Manager at SaaS Solutions Inc.
- Managed B2B client relationships in software sector
- Focused on upselling and customer retention

2023: Rating: 4.7/5 Exceptional performance with highest client satisfaction scores in the team. Successfully expanded three key accounts.
2022: Rating: 4.3/5 Strong performance with good retention numbers. Faced challenges with one difficult client but resolved successfully.
2021: Rating: 3.8/5 Solid year but missed expansion revenue targets in Q2 and Q3. Improved significantly in Q4.
2020: Rating: 4.0/5 Good transition to CSM role. Quickly built rapport with enterprise clients and demonstrated strategic thinking.

Education: BA in Business Administration from NYU Stern School of Business
Certifications: Certified Customer Success Manager (CCSM), Salesforce Administrator
Recognition: Customer Champion Award 2023 for highest NPS scores
Mentorship: Actively mentors new Customer Success Associates
Feedback: Excellent relationship builder with deep product knowledge. Strong strategic advisor to clients. Known for going above and beyond to ensure client success.