Jaden Trujillo

Director of CS & Enablement

GovSpend

Jul 2023 - Current (3 years)

Led two client-facing teams: Relationship Management (4 reps, ~1,000 accounts, $6M ACV) and Customer Success (8 CSMs, 9K active users). Developed a predictive Customer Health Score model using metrics like cost per active user, email open rates, and click-path behavior. Achieved 9.89/10 CSAT through revamped onboarding, responsive support, and training. Built and scaled enablement programs across Sales, CS, and AM functions, improving productivity and CRM automation. Designed lifecycle playbooks, QBR templates, and renewal strategies that drove adoption and retention. Enhanced internal efficiencies to accelerate onboarding and optimize team capacity.

S

Senior Manager, Customer Success

Sifted

Apr 2022 - Jul 2023 (1 year 4 months)

Managed 6 CSMs overseeing $7M ARR across 50–75 accounts each. Automated renewal workflows with Salesforce, raising NRR from 102% to 113%. Drove upsell by 40% in Q3–Q4 via proactive outreach strategy led by CSM coaching. Created data-backed QBR decks to underscore ROI to clients. Trained team in renewal strategy using Sandler Sales methodology and Gong insights. Delivered executive-facing dashboards tracking churn, CSAT, health scores, and ARR.

I

Manager, Customer Success

Impartner

Nov 2020 - Apr 2022 (1 year 6 months)

Oversaw 8 CSMs managing $35M ARR; personally managed ~$15M from enterprise clients (e.g., Honeywell, T-Mobile, ADT). Raised retention from 87% to 93% through multi-year renewals with modest pricing adjustments. Implemented ChurnZero for automated task tracking and improved workflow. Partnered with Support to reduce resolution times and elevate satisfaction scores.

X

Enterprise CSM

XANT (InsideSales.com)

Aug 2018 - Nov 2020 (2 years 4 months)

Held 30+ accounts (~$3M ARR) with 95% retention. Scaled adoption 30% and migrated $750K to flagship products.

P

CRM Lead Generation Manager

Property Management Inc.

Jul 2017 - Aug 2018 (1 year 2 months)

Onboarded 200+ franchisees to proprietary lead gen CRM and review management tools via webinars and 1:1 coaching.

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