Shaun Michelle Gannon

Senior Customer Success Manager

Reprise

Jan 2025 - Current (1 year 6 months)

Streamlined onboarding for Reprise demo platform, reducing time-to-value by 35% and enabling $150K ARR accounts to launch first interactive demo within 60 days, positively impacting Customer Lifetime Value (CLTV). Translated Reprise's core capabilities-such as Guided Experiences and Live Demo Builder-into clear business outcomes, helping GTM teams increase demo conversion rates by 25% through storytelling and standardized demo workflows. Led customer advocacy programs for enterprise organizations with 100+ end users, gathering G2 reviews, driving deeper Product Adoption of reusable demo assets and increasing account expansion by 20% through success stories, pilot programs, and executive alignment. Leveraged AI-powered tools to analyze demo

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Large Enterprise Customer Success Manager

Sprout Social

Jan 2023 - Jan 2025 (2 years 1 month)

Increased customer proficiency with Sprout's publishing, reporting, and listening tools by developing enablement sessions, contributing to a 20% increase in Net Revenue Retention. Rebuilt the onboarding experience by partnering with product, support, and solutions teams, accelerating activation by 30% through customized social strategy implementations and workflow setup. Delivered strategic EBRs highlighting performance insights from Sprout's analytics suite, uncovering expansion opportunities that drove a 20% YoY increase in account revenue, contributing to Revenue Growth. Implemented churn mitigation strategies leveraging ChurnZero, reducing at risk accounts and driving a 25% increase in retention.

Senior Customer Success Manager

CreatorIQ

Jan 2022 - Jan 2023 (1 year 1 month)

Managed a portfolio of 70 mid-market and enterprise brands, driving platform adoption and value realization. Partnered with Professional Services to scope integrations, custom reporting, and workflow builds, resulting in a 15% increase in expansion readiness. Elevated client satisfaction and deepened strategic engagement through refined partnership strategies and executive-level QBRs, achieving a 97% satisfaction rate and a 30% increase in engagement. Collaborated with product, data, engineering, and support teams to drive improvements in creator activation and campaign efficiency, achieving a 25% reduction in churn. Architected custom reporting solutions based on client needs, translating into technical requirements and overseeing implemen

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Enterprise Customer Success Manager

GRIN

Jan 2020 - Jan 2022 (2 years 1 month)

Increased customer retention by 25% and expanded upsell revenue by leveraging Salesforce data to optimize the customer lifecycle. Partnered with product teams to translate customer insights into actionable product enhancements, increasing overall satisfaction by 20%. Conducted executive business reviews and analyzed account health using Tableau, resulting in a 22% reduction in churn. Mentored 5 new Customer Success team members, standardizing best practices and improving team efficiency by 30%. Improved Net Promoter Score by 12 points by gathering customer feedback and implementing changes to enhance the overall customer experience, identifying and addressing any issues or opportunities for improvement.

Shaun Michelle Gannon

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