Annie V

Vice President, Customer Success and Account Management

Front

May 2026 - Current (4 months)

Director, Customer Success

Zendesk

Mar 2021 - May 2026 (5 years 3 months)

- Lead a North America Customer Success team, overseeing 2 Managers and 16 CSMs - Responsible for the largest book of business (~$106MM ARR) across global Success leadership; accountable for forecasting ATR/NRR targets for region - Define customer segmentation and customer lifecycle, account health processes, Gainsight process management, and partner cross functionally to ensure customer satisfaction, renewal, and growth

Manager, Customer Success

Zendesk

Aug 2018 - Mar 2021 (2 years 8 months)

- Lead an AMER team of 13 AMER Customer Success Consultants and Customer Success Executives - Responsible for ~65MM ARR across team's book of business

Customer Success Director, Enterprise

Greenhouse Software

Dec 2017 - Aug 2018 (9 months)

- Provided strategic and technical direction for Enterprise clients (Pinterest, Dropbox, Box) using Greenhouse's suite of products (Recruiting, Onboarding, CRM, DEI) - Responsible for client's success throughout the post-sales lifecycle, including implementation, training, product adoption, business reviews, expansion, and renewal - Identified upsell opportunities, worked with Sales and Expansions teams to assist in renewing and expanding contracts. Conducted strategic account planning to prioritize opportunities and customer goals

Senior Director, Customer Success

Marin Software

Nov 2015 - Jun 2017 (1 year 8 months)

- Managed a national team of Customer Success Managers - Developed CS processes including: renewal & upsell playbooks, client onboarding/implementation plans, internal trainings, customer health score, helped evaluate and launch internal CS tools

Customer Success Director

Marin Software

Sep 2013 - Nov 2015 (2 years 3 months)

- Managed a group of Marin's highest ARR clients (Sephora, Macy's, Facebook, Hulu, etc.) My book of business accounted for the highest percentage of ARR for any CSM at the company - Responsible for client onboarding, training, product adoption, renewals, upsells - Single point of contact acting as quarterback between client and internal, cross-functional teams (application operations, professional services, sales, product) - Consistently met/exceeded quarterly upsell and renewal goals (>100% 6 out of 8 quarters)

i

Digital Marketing Manager

iSearch Media

Jan 2013 - Sep 2013 (9 months)

- Solely responsible for managing millions of dollars per month in client's advertising spend - Digital ad strategy development/execution, reporting, campaign management, weekly client presentations, QBRs, ad copy creation, A/B testing, bid management - Became fluent in platforms including Marin Software, Kenshoo, Adwords, Doubleclick (DS), Bing Ads, Youtube Ads, LinkedIn - iSearch Media acquired by 3Q Digital in 2014

i

Director of Business Development

iSearch Media

Aug 2011 - Jan 2013 (1 year 6 months)

- Founded Business Development team, managed team and ran outbound sales for digital advertising agency - Sold consulting services for advertisers' SEO, PPC, and social media campaigns - Developed sales processes, sales collateral, negotiated contracts - Reported to Founder/CEO

SEM Sales Consultant; Meltwater Reach

Meltwater Group

Dec 2010 - Aug 2011 (9 months)

- SaaS/Consulting Services sales for SEM agency using Kenshoo Software - Identified leads, cold-called, demoed, prepared and negotiated contracts - Top salesperson in company history (>350% quota)

Client Service Coordinator

Fox Sports

Jan 2009 - Dec 2010 (2 years)

Hospitality Team Member - Premium Services

Los Angeles Dodgers

Apr 2008 - Oct 2008 (7 months)

2008 Season - Worked up to 10 hours every home game (regular and post-season) - Provided service for thousands of high-profile guests and celebrities on the Dugout Club and Club Suite Level - Coordinated the preparation of 25 Club Suites across teams (foodservice, security) - Anticipated & troubleshooted game-day issues; worked quickly and creatively to resolve

About

Detail

Timeline

Résumé