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Jebiaus Brown
Senior Customer Success Manager specializing in Enterprise SaaS retention and expansion
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Senior Enterprise Customer Success Manager in the Bay Area with a highly data-driven, AI-assisted approach to enterprise retention and expansion. Describes end-to-end ownership of large accounts (including a $300K+ account), using health scoring, sentiment/risk extraction from calls (Gong/ZoomInfo/Gainsight), and quantified business cases to influence product roadmap and secure renewals/expansions (100% GRR, 115% NRR, NPS target 72). Experience advising on martech/GTN tooling (Salesforce, Gainsight, Looker/Tableau) and applying SEO/analytics narratives in executive business reviews.
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Key Strengths
- Drove 100% GRR and targeted zero churn via early risk-signal detection
- Achieved 115% NRR through value-aligned expansion motions
- Used AI-driven analysis of customer interactions to surface sentiment/risk and intervene before adoption stalled
- Built and operationalized baseline health scoring to monitor friction in real time
- Influenced product roadmap by quantifying 'price of friction' (e.g., tied to a $300K+ account) and securing prioritization of stability fixes
- Led cross-functional alignment across Sales/Product/Engineering to unblock a stalled integration and protect revenue
- Improved customer outcomes post-fix (e.g., 40% increase in successful data syncs and return to full adoption)
- Maintained/targeted high customer satisfaction with NPS goal of 72 through VOC advocacy and data-backed EBRs
- Executed data-driven land-and-expand (e.g., CircleCI expansion from ~$160K to ~$200K ARR with a 3-year commitment)
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