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Eden Jones
Mid-level Client Solutions Manager specializing in Life Sciences
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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.
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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
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