Hana Sato
Customer Success Manager
hana.sato@email.com · Phoenix, AZ · linkedin.com/in/example
Summary
Customer Success Manager with 4+ years of experience across Customer Onboarding, Account Management, and Churn Reduction. Combines hands-on Salesforce work with measurable results, and tailors every application to the posting — the same habit that gets this resume past ATS filters.
Experience
Senior Customer Success Manager · Clearbrook
2022 – Present
- Retained Customer Onboarding work across 3 concurrent projects using Salesforce, saving roughly 13 hours per week.
- Onboarded the team's Account Management process end to end using Gainsight, raising quality-audit pass rates to 97%.
- Grew Churn Reduction standards adopted by 6 teammates using HubSpot, cutting turnaround time by 41%.
- Reduced day-to-day Upselling priorities using Zendesk while mentoring 1 junior colleagues, saving roughly 6 hours per week.
Customer Success Manager · Vantage Works
2020 – 2022
- Managed Customer Retention work across 3 concurrent projects using Freshdesk, raising quality-audit pass rates to 94%.
- Increased the team's Relationship Management process end to end using Salesforce, cutting turnaround time by 14%.
- Achieved Product Adoption standards adopted by 7 teammates using Gainsight, saving roughly 13 hours per week.
Skills
Core skills: Customer Onboarding, Account Management, Churn Reduction, Upselling, Customer Retention, Relationship Management, Product Adoption, QBRs, Customer Service, Complaint Resolution
Tools & technology: Salesforce, Gainsight, HubSpot, Zendesk, Intercom, Slack, Freshdesk
Strengths: Communication, Empathy, Problem Solving, Relationship Building, Teamwork, Time Management
Education & Certifications
B.S., Communications — State University
Gainsight Customer Success Certification