Secily Selert

Secily Selert

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Director of Customer Success
Florida, United States

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work
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Résumé

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  • Shogun
    Director of Customer Success & Support
    Shogun
    Apr 2024 - Sep 2025 (1 year 6 months)
    Established and scaled the Customer Success department from the ground up by hiring top talent and implementing targeted initiatives, increasing customer retention and driving revenue expansion across a 10,000+ customer base. Defined and implemented key metrics and KPIs to monitor customer health, enabling proactive engagement, early risk detection, and targeted retention strategies. Built a scalable upsell and cross-sell program leveraging customer segmentation, targeted messaging, and CSM enablement - resulting in 250+ account expansions, $400K+ ARR growth, and 40 new contracts signed. Reduced churn by 12% through tailored playbooks, segmentation, and expansion-focused motions. Launched a structured onboarding program and customer health
  • Conductor
    Director of Customer Success
    Conductor
    Oct 2022 - Aug 2023 (11 months)
    Led a team of 2 managers and 25+ Customer Success Managers (CSMs), overseeing performance, coaching, and career development while driving retention and expansion strategies. Defined and managed key performance metrics and OKRs to increase net revenue retention (NRR) and reduce churn across a $70M+ ARR portfolio. Developed and implemented customer journey playbooks to standardize engagement, drive product adoption, and enhance satisfaction. Designed strategic plans to improve time-to-value, boosting adoption rates and long-term customer health. Optimized operational efficiency through process improvements, capability development, and cross-functional alignment with Sales, Product, and Engineering. Assigned and balanced client accounts and de
  • Conductor
    Sr. Manager of Customer Success
    Conductor
    Jun 2019 - Oct 2022 (3 years 5 months)
    Built and managed team of 13 Customer Success Managers. Supported renewals and upsells for customer base representing over $15 million in annual recurring revenue. Lead cross-functional collaboration with multiple departments to increase customer satisfaction. Facilitated team development initiatives to maximize customer experience and improve client retention. Created standardized processes and resources for Customer Success Managers. Built and facilitated quarterly business reviews (QBRs) for strategic accounts, engaging executives to align on business goals, showcase ROI, and identify new growth opportunities. Led weekly coaching and feedback sessions for Customer Success Managers, strengthening skills, driving best practices, and improv
  • Conductor
    Senior Customer Success Manger
    Conductor
    Dec 2016 - Jun 2019 (2 years 7 months)
    Managed a portfolio of 35+ enterprise accounts representing $4M+ in revenue, delivering high retention rates and driving $300K in expansion revenue through strategic account management. Facilitated platform training and enablement sessions to maximize adoption, optimize usage, and accelerate time-to-value. Developed tailored strategies and education plans that improved enterprise clients' organic search visibility and overall digital performance. Partnered with Sales to support renewals and identify upsell opportunities, contributing to consistent account growth. Mentored peers through a formal onboarding and training program, enhancing team skills and supporting cross-functional projects. Built and led quarterly business reviews (QBRs) wit