About

Learn more about me

Customer Success Operations Manager

Experienced in customer success operations and management, I am passionate about delivering data-driven insights and solutions that enhance customer satisfaction and retention.

  • Social: linkedin.com/in/phuongnmha/
  • Phone: +1 425 773 6071
  • City: Seattle, WA, USA
  • Degree: Master
  • Email: mipu268@gmail.com
  • Current Employer: Otter

Currently at Otter, I'm leveraging my Salesforce admin and BI skills to design and implement efficient processes and systems that streamline account management and reporting for the customer success teams; boosting MRR and reducing churn significantly.

CSMs Supported

High Impact Projects

% ARR Growth

% Churn Reduction

Skills

Customer Success 95%
Sales 80%
ENT Account Management 90%
Leadership 70%
Business Intelligence 70%
Data Analysis & Visualization75%
Operational Optimizations80%
Salesforce 70%
SQL60%
Python30%
JIRA 65%
Zendesk80%
Automation85%
AI 50%

Interests

Customer Experience Design

Emerging Tech Trends

Data-Driven Decision Making:

Process Automation

Leadership Development

CRM and Sales Enablement Innovations

Customer Success Operations

Customer Success Networking

Business Strategy Podcasts/Blogs

Tech for Social Good

AI for business

Space X

Testimonials

"Phuong Ha is in top of it and always there whenever we need him , a True problem solver..." Trustpilot Reviews

Mike Khabbaz

CEO The Hummus Factory

"...He has been a great help! Very responsive and knowledgeable. And he is not afraid to admit that he is not sure of something but I can count on him to find out the answer and solution for me." Trustpilot Reviews

Huy Nguyen

CEO Oven 360

"...Anytime I ever had a troubleshooting errors or backend issues Phuong Ha and Amber Jimenez were right there helping me out. They've been super helpful with all the growth and they really care about their partners and the restaurants they work with." Trustpilot Reviews

Austin Nellis

COO Pokitomik

Resume

My Resume

Sumamry of Qualifications

Phuong Ha

Strategic and dynamic Customer Success Operations Manager with over five years of proven experience in enhancing customer success operations within the tech sector. Expert in building and maintaining robust client relationships, driving SaaS adoption, and leading operational enhancements to maximize team efficiency and customer retention.

Skilled in leveraging cutting-edge tools such as Salesforce, JIRA, Trino SQL, and Google Data Studio to develop insightful BI reporting and actionable data visualizations. Adept at orchestrating cross-functional projects to refine customer success methodologies and integrate innovative technologies like AI to streamline processes and improve service delivery

Recognized for delivering substantial improvements in customer health metrics and operational efficiency, leading to significant revenue growth and reduced churn.

Education

MBA: IT Management

Expect June 2025

Humphreys University, Stockton, CA

Salesforce Business Analyst

2023

Google Foundation of Business Intelligence

2023

Salesforce Certified Administrator

2023

BAS: IT & Administrative Management

2018 - 2020

Central Washington Univeristy, Lynnwood, WA

Skills

  • CRM System:
    Advanced proficiency in Salesforce, including customizations and integrations.
  • Business Intelligence:
    Developed BI reporting frameworks for proactive churn risk identification and upsell opportunities.
  • Data Analysis:
    Skilled in using Trino SQL and Google Data Studio for creating impactful dashboards and KPI visualizations.
  • Communication Automation:
    Integration of Slack, Zendesk and Salesforce to enhance team productivity and customer interaction.
  • Project Management:
    Experienced in orchestrating cross-functional initiatives to refine customer success tools and processes.
  • Customer Success:
    Built strong and trusted relationships with enterprise executives, experiencing identify upsell opportunities and churn risks as a CSM.
  • Artificial Intelligence:
    Implementation of AI technologies to streamline customer success operations and enhance decision-making.

Professional Experience

Customer Success Operations Manager

2022 - Present

Otter, Seattle, WA

  • Managed key enterprise accounts and achieved 117% increase in ARR by identifying upsell opportunities and optimizing client engagement strategies.
  • Hosted Quarterly Business Reviews with C-level executives, presenting sales performance and operational efficiency, leading to a 18.5% account growth and expansion.
  • Developed a comprehensiveCSM Book of Business Tool providing detailed revenue retention and growth analytics, comparative account dynamics, engagement efficiency evaluation, and a task management interface to enhance strategic account management and revenue optimization.
  • Designed and implemented customer health scoring system, reducing churn by 35% by proactively identifying at-risk accounts.
  • Integrated Slack + Zendesk + SFDC to automate communications and workflow enhancements, boosting NPS and CSAT score from 3.5 to 4.2.
  • Collaborated with Rev Ops to align Salesforce and Stripe data, enhancing billing accuracy collections by 20% within a single quarter.
  • Implemented AI within daily CSM operations and developed the first churnGPT by utilizing AI to identify and reduce churn for CSMs.
  • Led cross-functional initiatives to enhance Salesforce capabilities for improved client interaction tracking and integrated JIRA to streamline feature development.

Enterprise Customer Success Manager Lead

Aug 2020 – Dec 2022

Synology, Seattle, WA

  • Managed a portfolio of major enterprise accounts, including T-Mobile and Kroger, grew annual revenue to over $3M through strategic account oversight and robust relationship management.
  • Launched Synology C2 cloud solutions and ransomware protection plans for Petco, enhancing client data security and contributing to a high-profile partnership.
  • Scaled operations and Salesforce system to support the growth of 5 to 20 TAMs.
  • Initiated and directed the development of comprehensive KPI dashboards, facilitating real-time monitoring and data analysis that drove significant improvements in customer service delivery.
  • Represented Synology and hosted live workshops at Microsoft 365 EDUCON 2022.

Assistant Manager

Jan 2019 – May 2020

T-Mobile, Seattle, WA

  • Estimated budgets and introduced service plans,manage upsell and reduce churn. Awarded for being top 1% employees in the region for Q2, Q3 and Q4 of 2019.
  • Collaborated with National Sales Support team via telephone to troubleshoot and resolve customers’ billing issues; utilized customers database tools for account managements.
  • Implemented Safeforce calls and emails marketing to generate sale leads; implemented customer relationship management strategy to obtain referrals.
  • Led and coached a team of 7 employees to exceed monthly sales quotas.

Expertise

Experienced In

Customer Success Operations

Leveraging a strong foundation in Salesforce and data analytics to enhance customer success processes and drive operational excellence.

Customer Success Manager

Expert in nurturing key client relationships and employing strategic account management to foster retention and satisfaction.

Technical Account Manager

Combines technical proficiency with customer advocacy to manage complex solutions and support customer objectives.

Business Intelligence

Proficient in transforming data insights into actionable business strategies, streamlining processes for efficiency and growth.

Leadership & Team Management

Harnessing effective leadership to build, mentor, and guide high-performing teams towards achieving outstanding business results and operational goals.

Startup

Dynamic in driving startup growth through agile operations management, supporting rapid scale with a focus on innovative solutions and team agility.

Portfolio

My Projects

  • All
  • Salesforce
  • BI
  • AI
  • Others

Subscription Logs with AI

AI

CSM Engagement Metrics

Salesforce

Revenue Recapture Dashboard

BI

CSM Team Management

BI

Account Management Tool

Salesforce/BI

SMB Opportunity Dashboard

Salesforce & BI

Revenue Operations Billing

BI / G-Sheet

Customer Health Score

Executive QBR Template

Contact

Contact Me

Current Location

Seattle, WA, 98125

Social Profiles

Email Me

mipu268@gmail.com

Call Me

(425) 773-6071

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