Morgan Bratcher

Customer Success Manager, Scaled Team

MongoDB

Jan 2024 - Jul 2024 (7 months)

Managed a portfolio of 2,000+ MongoDB customers, providing proactive outreach and support through various digital channels Conducted regular health checks, business reviews, and assessments to ensure customer satisfaction and identify opportunities for improvement or upsell Delivered personalized technical guidance and best practices to empower customers in maximizing the value of their MongoDB solutions Collaborated closely with cross-functional teams including sales, support, and product development to advocate for customer needs and drive product enhancements Show less

Customer Success Manager

Lever

Jul 2022 - Jan 2024 (1 year 7 months)

Manage 250+ clients with a base ARR of $2M + varying across industries and work with them on annual renewals Conducted regular health checks, business reviews, and assessments to ensure customer satisfaction and identify opportunities for improvement or upsell Negotiated with the customer’s lead decision maker on each and every contract renewal and expansion Work cross functionally with leadership, onboarding, sales, marketing, implementation, product, technical support, and engineering to improve on company wide processes and specific client issues Create monthly email campaigns for all clients with upcoming renewals to mitigate churn and garner any upsell potential Implemented a new department monthly initiative called “Teach Me Anything”

Program Manager, Customer Success

Schedule Engine

Mar 2022 - Jul 2022 (5 months)

Managed and built out a new company “1 to Many” initiative focused on SMB clients. Developed a new company program for the Customer Success division that focused on customer education, growth, and retention for over 300 clients Managed $1.5M in ARR while reducing individual touch points across the team Created weekly email and video content for customer education on products, processes, and best marketing practices with average 50% open rate for low touch clients Created new company-wide SOPs to align cross-functional teams and serve as program spokesperson on company-wide meetings Used Outreach.io email automation and Salesforce reports to build out

Customer Success Manager

Schedule Engine

Jun 2021 - Jun 2022 (1 year 1 month)

Responsible for all post-sales activities and building client relationships. Managed 60+ clients in the Home Services Industry with a base ARR of $590,000 Cultivated relationships with top industry leaders and white glove clients that contributed over $175,000 ARR Worked cross functionally with leadership, onboarding, sales, marketing, implementation, product, technical support, and engineering Hosted two webinars for active clients Served as the team subject matter expert on our tech stack Show less

Director, Customer Success

HipLead

Sep 2020 - May 2021 (9 months)

Created new portfolio services including SDR Nudge campaign that increased revenue 40% per client account that adopted it Directed customer-facing efforts for professional services including onboarding, implementation, and campaign management via email and LinkedIn Lead an international remote team of three Managed $15,000+ / quarter client relationships with C-level Executives Copywrote email campaigns for clients across several industries Oversaw customer satisfaction and retention efforts through regular customer outreach Managed efforts to reduce churn through data, feedback, and processes Show less

Marketing Automation Specialist

Juristat

Jan 2020 - Dec 2020 (1 year)

Created and developed end to end HubSpot workflow process for the sales team Increased qualified sales leads by 38% in 10 months due to automation Assisted the sales team in garnering over $505,000 in ARR in 10 months by introducing email automation Utilized HubSpot for email campaigns and data analysis and served as an admin Best practice advocate to overcome business challenges based on an understanding of customer’s business, email marketing tools, and data Utilized product and industry knowledge to collaborate closely with cross-functional teams to support sales team Worked remotely while being able to complete tasks on time andmaintain KPIs Show less

Senior Customer Success Manager

Sapper Consulting

Feb 2018 - Oct 2019 (1 year 9 months)

Managed $30,000+ a year client relationships with C-level Executives Assisted clients in garnering over $3.8M in new deals over an 18 month span Recommended best practices to clients to address business challenges based on understanding of customer’s business, use cases, and data Proactively escalated at-risk clients to internal teams and ensure internal visibility by providing regular updates on a weekly basis Maintained highly organized calendar to provide onboarding, implementation, and education surrounding SaaS services Show less

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Morgan Bratcher

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