Bahareh Pineiro

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Technical Enterprise Customer Service Manager

Novi Connect

Mar 2024 - Current (2 years 4 months)

Play a pivotal role in leading customer success efforts across onboarding, adoption, retention, and growth for high-value enterprise accounts. Notable contributions include: building scalable success frameworks, aligning customer goals with Novi's technical solutions, ensuring sustained product value and strategic alignment. Serve as a cross-functional liaison, converting customer feedback into actionable insights for product, data, and operations teams in a fast-paced SaaS environment. • Developed standardized customer health scoring system to track account health, product usage, and risk indicators across enterprise segment. • Delivered 95% retention & 85% expansion across $800K ARR accounts. • Facilutated retailer onboarding with data

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Senior Strategic Enterprise Customer Success Manager

PFL

Oct 2022 - Jan 2024 (1 year 4 months)

Owned post-sale relationship for strategic enterprise accounts, driving retention, expansion, and adoption of PFL's hybrid marketing automation platform. Led success planning, growth strategy, and performance benchmarking through recurring business reviews, campaign analysis and ROI storytelling. Partnered cross-functionally to activate personalized customer journeys and influence long-term success roadmap. • Achieved 98% renewal rate by building trust-based partnerships. • Exceeded monthly success quotas while identifying expansion opportunities through value-aligned consultative support. • Integrated direct mail campaigns for enterprise clients, generating strong ROI through marketing tech stack alignment. • Launched customer webinar

Senior Enterprise Customer Success Manager

Sendoso

Jan 2022 - Oct 2022 (10 months)

Oversaw portfolio of enterprise clients across the full customer lifecycle, driving retention, adoption, and expansion within Sendoso's direct mail platform. Led strategic business reviews, enabled go-to-market teams, and collaborated with marketing on campaigns to showcase ROI and accelerate customer growth. • Managed $3.8M ARR portfolio with 96% retention and 95% upsell rate. • Doubled customer investment using ABM strategies from "Pillars of Success".

Senior Customer Success Manager

Jobvite

Nov 2019 - Jan 2022 (2 years 3 months)

Spearheaded portfolio of enterprise accounts across post-sale lifecycle, focusing on retention and expansion. Delivered strategic success planning through customer education, optimization sessions, and performance reviews. • Directed $3.8M ARR with 96% retention and 95% upsell success. • Reduced churn through process and documentation improvements.

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