Eden Jones

About

Customer Success / client services leader in an expert-network/SaaS environment who owns enterprise accounts end-to-end (onboarding through renewal) and drives land-and-expand growth. Demonstrated measurable impact across renewals (2.5x expansion), rapid user adoption (1 to 20+ users in 3 months), and cross-functional product/data initiatives (refreshing millions of physician profiles to cut delivery time in half and support 125% QoQ growth). Strong in translating customer feedback and campaign analytics into product and workflow improvements that create long-term champions.

Experience

Education

Key Strengths

• Drove renewal expansion from $20K to $50K (2.5x) by delivering strong onboarding and service
• Scaled account adoption from 1 user to 20+ users in 3 months via referral-led expansion and frequent touchpoints
• Built and maintained enterprise stakeholder maps using structured spreadsheets and external/internal data sources
• Managed conflicting stakeholder priorities by aligning with budget owner during contract gap, resulting in 2x renewal
• Led cross-functional data refresh initiative (millions of physician profiles) to improve deliverability and speed
• Improved delivery speed for physician expert requests by ~50%, contributing to 125% QoQ segment growth
• Translated repeated customer feedback into a prioritized product feature (data export/download) that increased champion advocacy
• Used campaign analytics to diagnose funnel drop-off and revise messaging, recruiting 10 additional gastroenterologists to complete a 30-expert sample

Reference Highlights

• Grew book of business 3x
• Tripled accounts in 18 months
• Led 10+ successful annual contract renewals
• Achieved up to 2x upfront commitment on renewals
• Outstanding client feedback during trials
• Strong retention and adoption outcomes
• Onboarded 100+ new users
• Very strong enterprise stakeholder management (4.5/5)
• Effectively translates technical client questions and coordinates support
• Strong at solving complex compliance requirements
• Provides high-quality, contextualized product feedback tied to client impact
• Input led to product additions improving internal workflow efficiency
• Drove physician data refresh expanding platform scope by ~200%
• True client champion; finds workarounds when product isn’t ready
• Effective at influencing product team to prioritize changes
• Proactive in driving account expansion and partnering cross-functionally
• Leads projects effectively and gets clients signed
• Strong operational mindset; built repeatable approaches for HC business
• Built a successful team capable of handling high-volume requests
• Comfortable operating in ambiguity; takes initiative