Jeri Lim
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Chief Dot Connector | Builder | Mentor | Rescue Dog đ Mom | Lifelong Learner | USMC Spouse | ERG Leader | Ex-China Expat
New York, United States
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Jobs
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Senior Customer Success ManagerCloudflareMay 2023 - Current (2 years 2 months)- Founding Member: Customer Success FellowshipOn DeckJul 2021 - Nov 2022 (1 year 5 months)Inaugural On Deck Customer Success Fellowship (ODCS1 Cohort)
- Senior Customer Success Manager - ISV Success TeamTwilio Inc.Jan 2021 - Feb 2023 (2 years 2 months)Customer advocate, strategic advisor and escalation whisperer.
- MCustomer Success ConsultantMobilizeJul 2020 - Dec 2020 (6 months)Mobilize is a SaaS platform that's designed to power progressive mobilization for 2020 and beyond. I specialized in building relationships with Mobilize's political and advocacy clients who were situated in the IE (Independent Expenditure) space. By working cross-functionally with colleagues on our sales and engineering teams, I maintained a razor-sharp focus on enhancing customers' experiences while minimizing churn risk. If this sounds intriguing, you can get access to a no-cost starter account today: https://join.mobilize.us/get-started
- QSenior Customer Success ManagerQuadrant 2 IncMay 2019 - Nov 2019 (7 months)Managed relationships with enterprise clients including the ACLU of Texas, United for Respect, and several large-scale U.S. and Australian labor unions. Joined as full-time employee #5 and the first-ever customer success hire for a NYC-based mobile app development company. Secured a $150,000 expansion opportunity with a high-value client that was at significant risk of churning. Eliminated the risk by coordinating with our team's legal counsel to draft and finalize Quadrant 2âs first Service Level Agreement, Managed the release of a critical mobile app update to achieve compatibility with iOS 13. Coordinated the work of on-site and offshore developers and served as lead project manager for this same release. Supervised the localization
- CFounder and PrincipalCanfields Law Limited / GHCornish LLP / Ibiz StrategiesDec 2017 - Dec 2020 (3 years 1 month)Provide career coaching services for job seekers who are looking for their next role in tech (5+ years of experience working with candidates for both technical and non-technical roles) Led project management efforts in coordination with a Salesforce.org implementation specialist in order to upgrade the Salesforce (NPSP) instance for 2 international nonprofit organizations. Delivered highly customized NationBuilder (CRM) training and provide strategic recommendations for senior nonprofit leaders, resulting in improved staff competency in the areas of digital fundraising and email/SMS engagement. Clients have included https://www.glaad.org/ and https://www.sistersong.net/ as well as numerous others. Implemented HubSpot's CRM solution and
- Customer Success ManagerUpland SoftwareJul 2015 - Sep 2017 (2 years 3 months)Increased the value of my assigned portfolio of 45+ accounts from $550K to $850K (ARR) during a 2-year period, while consistently exceeding corporate standards for NPS and churn reduction. Spearheaded the addition of Upland's SaaS products to the General Services Administration (GSA) Schedule, generating $50K+ of new revenue and creating unlimited potential for future sales to U.S. government agencies. Translated customer expectations into engineering specifications, facilitating the development and release of 10 key new platform features. Trained and advised senior staff from organizations like the NYC Department of Health, Amnesty International, and Truth Initiative, driving their usage of the Mobile Commons platform. Managed the
- Customer Success ManagerNationBuilderMar 2014 - Apr 2015 (1 year 2 months)Prepared a California-based SaaS startup to succeed in a rapidly expanding global market by significantly growing the MRR (monthly recurring revenue) of 100+ Canadian accounts. Onboarded 6 newly-hired Canadian employees, providing a foundation for the launch of NationBuilderâs first international offices in Toronto and Vancouver. Drove platform adoption by native French and Spanish-speaking users through collaboration with software engineering team members and NationBuilderâs network of developers who specialize in multilingual site design.
- NInstructor: Academic English Writing and American CultureNanjing University of Aeronautics AstronauticsFeb 2012 - Jun 2012 (5 months)Taught critical thinking and research methods classes for international students from over 15 different countries, including Kenya, Ghana, Ethiopia, Rwanda, Indonesia, Iraq, Russia, etc. Also taught American culture classes to Chinese students.
- LFounder and PrincipalLim Global EducationJun 2011 - Feb 2014 (2 years 9 months)Conducted 10,000+ hours of group and one-on-one trainings that prepared Chinese high school students for American university life. Launched a successful pilot program to provide a more ethical way for Chinese students to approach the U.S. university application process. Delivered customized business/professional communications skills training courses to Chinese employees of international companies with branch offices located in Nanjing. Negotiated short and long-term employment contracts with mid and senior-level executives from companies such as Ericsson, Canon and HP.
- WCo-PresidentWokai Nanjing ChapterJun 2010 - May 2012 (2 years)Coordinated directly with Wokai headquarters in Beijing and communicated regularly with volunteer chapter leaders in Shanghai and Hong Kong. Planned and executed fundraising and social networking events in Nanjing in order to raise awareness of the importance of P2P microfinance as a tool for citizens in rural China to lift themselves out of poverty.
Education
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- Master of Science, International RelationsNew York UniversitySummer study abroad with NYU in Shanghai. My research focused on political and economic developments in China, with a goal of evaluating implications for U.S. national security.
- CBachelor of Arts, Political Science and SpanishColorado State UniversityOne semester of Spanish language immersion in Castellon de la Plana, Spain.
Projects
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- TTEDxYouth@zijinshanJan 2012 - Mar 2014 (2 years 3 months)Conceptualized a TEDxYouth event in Nanjing that would highlight cross-cultural communication as well as youth empowerment. Recruited a team of over 20 Chinese and international volunteers to organize a uniquely youth-driven event in Nanjing, which featured guest speakers from three different countries. Handled media relations and managed all aspects of delegating responsibilities to various volunteer teams such as design, technology, sponsorship, etc. Our first event was held in July 2012 and the next event was held during summer 2013.