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Andrew Tsai
Principal Customer Success Manager specializing in Enterprise SaaS expansion
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About
Enterprise Customer Success/Account Manager with deep Braze martech expertise, driving adoption, renewals, and expansion across major consumer brands. Notable wins include growing a nationwide coffee retailer account from $400k to $1.2M, securing a $100k+ TAM upsell through expectation resets, and turning a churn-risk DTC onboarding into a case study and conference speaker via cross-functional execution and product feedback loops.
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Key Strengths
- Grew enterprise account ~3x ($400k to $1.2M) through adoption, feature expansion, and services upsell
- Trusted-advisor enterprise CSM motion driving high CSAT/NPS and deep customer embed (included in internal updates/Jira)
- De-escalated resource overuse and reset expectations; drove $100k+ upsell to larger TAM package
- Exec + admin parallel cadences (EBRs + execution syncs) to align outcomes, risk, and adoption
- Resolved conflicting stakeholder priorities via crawl-walk-run sequencing and risk-based tradeoffs (marketing vs technical readiness)
- Cross-functional turnaround of rocky onboarding/churn-risk account into successful launches and customer advocacy (case study + conference speaker)
- Translated customer pain into product impact; helped fast-track Snowflake Reader release and built renewal upsell business case
- Automation and workflow optimization using Braze Catalogs + Liquid to reduce manual newsletter production by hours weekly
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“Enterprise CSM with martech/market-intelligence background (Pulse and Gartner context) who owns accounts end-to-end from onboarding through renewal and expansion. Known for executive-level value narratives (e.g., CPO using benchmarks in a board deck), multi-threading across Product and Legal, and using usage/segmentation analytics plus activation tactics (A/B testing, targeted messaging) to drive adoption and renewals.”
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