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Nicole Baulknight
Mid-level Customer Success Manager specializing in SMB-to-enterprise SaaS portfolios
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About
Enterprise Customer Success leader in the Azure/AVD ecosystem (Nerdio) with end-to-end ownership of large accounts, driving measurable adoption growth and Azure cost optimization. Demonstrated ability to orchestrate complex migrations (Citrix to AVD), align multi-stakeholder enterprise priorities, and convert customer feedback into roadmap action that directly supported renewal and expansion (including GovCloud use cases).
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Key Strengths
- Scaled enterprise adoption from ~100 to ~700 monthly active users in one year
- Built and executed structured success plans tied to measurable outcomes (usage growth, cost optimization, ROI)
- Strong enterprise stakeholder management across admins/champions/executive sponsors with role confirmation and tailored engagement
- Resolved conflicting priorities (deployment speed vs cost optimization) via phased approach and shared-outcome framing
- Cross-functional orchestration to unblock deployments (customer + internal teams + implementation partner) and reduce time-to-value
- Translated customer issues into product insights and influenced roadmap prioritization (GovCloud Intune Insights) tied to renewal/expansion
- Data-driven optimization using usage analytics to recommend and implement auto-scaling/resource management changes
- Identified and executed land-and-expand motions (PayGo to multi-year contract, Intune device expansion, attach premium support)
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