Summary
Overview
Work History
Education
Skills
Timeline
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STEPHANIE KLEIN

Farmington

Summary

Resourceful and relationship-driven Senior Customer Success Manager with over a decade of cross-industry experience. Proven track record of fostering client relationships, driving client success, leading strategic initiatives, and improving retention and satisfaction through effective onboarding, training, and account management. Highly organized, people-oriented, and adaptable with a growth mindset and passion for collaboration.

Overview

12
12
years of professional experience

Work History

Senior Customer Success Manager

Voxpopme
01.2020 - 06.2025
  • - Managed a portfolio of 30-50 enterprise accounts, serving as the primary contact for all post-sales engagement.
  • - Led contract renewals and customer satisfaction initiatives, resulting in consistently high retention percentages between 90-120%.
  • - Collaborated cross-functionally with Sales and Business Development to drive product expansion and revenue growth.
  • - Scoped and guided qualitative research projects, optimizing feasibility within platform capabilities.
  • - Conducted platform training and best practice sessions to increase user adoption and engagement.
  • - Supported client onboarding, usage, and optimization of the Voxpopme platform for market insights.
  • - Fostered long-term relationships by delivering value-focused consultation and strategic insights.
  • - Promoted to Senior CSM in February 2023.

Social Media Coordinator (Part-Time)

Southern Hills Golf Course
03.2019 - 04.2021
  • - Designed and executed content strategy across platforms, increasing engagement and visibility.
  • - Promoted community events and seasonal tournaments through targeted digital campaigns.

Customer Success Manager

Vision Critical (now Alida)
09.2016 - 12.2019
  • - Retained a book of business of 20-30 enterprise accounts, serving as the primary contact for all post-sales engagement.
  • - Provided training and best practices for utilizing the Sparq platform.
  • - Managed customer intelligence communities through the platform.
  • - Oversaw project lifecycles, ensuring on-time delivery, budget adherence, and quality assurance.
  • - Contributed to internal process improvements that enhanced client satisfaction and efficiency.

Senior Regulatory Associate

Biothera Pharmaceuticals, BIOTHERA, INC.
02.2016 - 09.2016
  • - Handled regulatory documentation and submissions in compliance with SOPs.
  • - Coordinated cross-team quality checks and tracked regulatory filings and amendments.

Quality Specialist

Biothera Health (Acquired by Kerry), BIOTHERA, INC.
02.2013 - 02.2016
  • - Oversaw Document Control Program and GMP compliance for raw and finished products.
  • - Led internal audits and vendor compliance assessments.

Education

Bachelor of Business Administration - Marketing, Human Resource Management & Psychology

University of Minnesota
Duluth, MN
05.2007

Skills

  • Data-driven decision making
  • Customer advocacy
  • Relationship management
  • Upselling strategies
  • Salesforce proficiency
  • Account growth
  • Client onboarding
  • Customer relationship building
  • Customer retention
  • Inter-department collaboration
  • Customer account management
  • Teamwork and collaboration
  • Interpersonal relations

Timeline

Senior Customer Success Manager

Voxpopme
01.2020 - 06.2025

Social Media Coordinator (Part-Time)

Southern Hills Golf Course
03.2019 - 04.2021

Customer Success Manager

Vision Critical (now Alida)
09.2016 - 12.2019

Senior Regulatory Associate

Biothera Pharmaceuticals, BIOTHERA, INC.
02.2016 - 09.2016

Quality Specialist

Biothera Health (Acquired by Kerry), BIOTHERA, INC.
02.2013 - 02.2016

Bachelor of Business Administration - Marketing, Human Resource Management & Psychology

University of Minnesota

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STEPHANIE KLEIN