MEGAN MARVUGLIO
New Orleans
Summary
Senior Customer Success professional with 7+ years managing enterprise SaaS relationships and driving renewals and expansion across global accounts. Expertise in customer retention, executive engagement, product adoption, and revenue growth in complex B2B environments. Led Executive Business Reviews, forecasted renewals, mitigated churn risk, and collaborated cross-functionally to achieve measurable business outcomes.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Heretto
09.2022 - Current
- Lead end-to-end customer lifecycle management, proactively driving renewals and upsell conversations 6+ months in advance in partnership with Sales to increase customer growth and long-term value realization.
- Build trusted advisor relationships with executive stakeholders, leading Executive Business Reviews (EBRs/QBRs) focused on business outcomes, platform adoption, ROI, and roadmap alignment.
- Develop strategic customer success plans aligned to customer business objectives while proactively identifying churn risks, usage declines, and expansion opportunities.
- Managed portfolio of 30 enterprise customers across Western US and APAC regions, driving adoption, retention, renewals, and expansion opportunities for mid-market and enterprise accounts.
- Increased product adoption by 25% through targeted customer enablement and data-driven engagement strategies.
- Contributed to a 15% increase in customer growth and a 10% reduction in churn through proactive retention and expansion strategies.
- Partnered cross-functionally with sales, support, professional services, and product teams to coordinate customer initiatives and enhance overall customer experience.
- Mentored team members through onboarding support, collaborating on process improvements, and facilitating knowledge sharing initiatives.
Customer Success Manager
Gasology
04.2022 - 09.2022
- Developed customized customer success plans aligned to client KPIs, identifying opportunities for retention and expansion.
- Fostered strong client relationships and led onboarding initiatives, enhancing product adoption and increasing retention by 15%.
- Collaborated with sales and marketing teams to execute customer engagement campaigns, driving revenue growth.
- Streamlined internal support processes, improving response times and enhancing customer experience.
Client Service & Operations Representative
Stockpile Investments
04.2021 - 04.2022
- Resolved customer inquiries and technical issues across multiple channels, reducing issue resolution time by 30%.
- Executed customer feedback initiatives that enhanced service delivery and boosted satisfaction scores by 20%.
- Developed knowledge base articles and self-service resources, resulting in 25% reduction in support ticket volume.
- Ensured operational compliance with FINRA regulations while managing multiple projects and departmental objectives.
Customer Success Specialist
Compliance Technology Group
05.2019 - 04.2021
- Managed customer relationships as primary point of contact, reducing response times by 40% and enhancing customer satisfaction.
- Led customer onboarding and product demonstrations, resulting in increased platform adoption and customer engagement.
- Implemented customer feedback processes to improve service offerings and elevate overall customer satisfaction.
- Analyzed customer usage trends to identify opportunities for retention and improved customer experience.
Entry Clerk
Dave Streiffer
New Orleans
10.2017 - 05.2019
Coordinator
IFT Export / Livingston International
New Orleans
10.2016 - 06.2017
Dispatcher / Customer Service Representative
Mobile One Courier & Logistics
Virginia Beach
06.2015 - 09.2016
Lead Ultraslim Technician
Laser Clinic of Chesapeake
Chesapeake
07.2011 - 05.2015
Education
Bachelor of Science - Communication
Purdue Global University
Skills
- Customer Success Planning
- Renewal & Expansion Strategy
- Churn reduction
- Renewal Forecasting
- Enterprise Account Management
- Account planning
- SaaS Adoption & Enablement
- Salesforce CRM
- Data-Driven Customer Success
- Executive Stakeholder Management
- Cross-Functional Leadership
- Business reviews
Military Service
United States Coast Guard, Culinary Specialist Third Class
Timeline
Customer Success Manager
Heretto
09.2022 - Current
Customer Success Manager
Gasology
04.2022 - 09.2022
Client Service & Operations Representative
Stockpile Investments
04.2021 - 04.2022
Customer Success Specialist
Compliance Technology Group
05.2019 - 04.2021
Entry Clerk
Dave Streiffer
10.2017 - 05.2019
Coordinator
IFT Export / Livingston International
10.2016 - 06.2017
Dispatcher / Customer Service Representative
Mobile One Courier & Logistics
06.2015 - 09.2016
Lead Ultraslim Technician
Laser Clinic of Chesapeake
07.2011 - 05.2015
Bachelor of Science - Communication
Purdue Global University