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Leo Panda
PROFESSIONAL SKILLS
EDUCATION
Concentration in Marketing and Business Analytics.
Senior Customer Success Manager with 9+ years of experience leading enterprise SaaS accounts, improving retention, and driving measurable customer outcomes. Skilled in renewal strategy, stakeholder management, adoption planning, and cross-functional alignment across Sales, Product, Support, and Professional Services. Known for building trusted executive relationships and turning customer health insights into revenue protection and expansion.
Built a scalable onboarding framework adopted by 18 CSMs, improving time-to-first-value consistency across enterprise and mid-market customer segments.
Selected to represent Customer Success in annual product planning, translating customer feedback into roadmap themes for integrations, reporting, and adoption workflows.
Mentored six Customer Success Managers on strategic account planning, stakeholder mapping, and executive communication, strengthening team readiness for enterprise renewals.
- Managed a portfolio of 42 enterprise accounts representing $18.6M ARR, maintaining 96% gross revenue retention through proactive health planning.
- Increased product adoption by 34% across strategic accounts by launching success plans tied to customer milestones and executive business goals.
- Partnered with Sales to identify expansion opportunities, influencing $3.2M in upsell pipeline and closing $1.4M in expansion revenue.
- Reduced escalated support cases by 27% by coordinating account reviews with Product, Support, and Professional Services teams.
- Delivered quarterly executive business reviews for C-level stakeholders, translating usage data into renewal priorities, risk mitigation actions, and value stories.
- Owned 65 mid-market and enterprise customers totaling $9.8M ARR, consistently exceeding renewal targets across healthcare, fintech, and logistics accounts.
- Improved net revenue retention from 104% to 116% by segmenting accounts, prioritizing expansion signals, and standardizing renewal playbooks.
- Led onboarding for complex implementations, achieving 91% on-time launch completion and reducing average implementation handoff delays by 22%.
- Created customer health dashboards in Gainsight and Salesforce, enabling earlier risk detection and improving forecast accuracy for renewal conversations.
- Collaborated with Product to prioritize top customer pain points, contributing to feature enhancements that increased monthly active users by 19%.
Leo Panda
PROFESSIONAL SKILLS
EDUCATION
Concentration in Marketing and Business Analytics.
Senior Customer Success Manager with 9+ years of experience leading enterprise SaaS accounts, improving retention, and driving measurable customer outcomes. Skilled in renewal strategy, stakeholder management, adoption planning, and cross-functional alignment across Sales, Product, Support, and Professional Services. Known for building trusted executive relationships and turning customer health insights into revenue protection and expansion.
Built a scalable onboarding framework adopted by 18 CSMs, improving time-to-first-value consistency across enterprise and mid-market customer segments.
Selected to represent Customer Success in annual product planning, translating customer feedback into roadmap themes for integrations, reporting, and adoption workflows.
Mentored six Customer Success Managers on strategic account planning, stakeholder mapping, and executive communication, strengthening team readiness for enterprise renewals.
- Managed a portfolio of 42 enterprise accounts representing $18.6M ARR, maintaining 96% gross revenue retention through proactive health planning.
- Increased product adoption by 34% across strategic accounts by launching success plans tied to customer milestones and executive business goals.
- Partnered with Sales to identify expansion opportunities, influencing $3.2M in upsell pipeline and closing $1.4M in expansion revenue.
- Reduced escalated support cases by 27% by coordinating account reviews with Product, Support, and Professional Services teams.
- Delivered quarterly executive business reviews for C-level stakeholders, translating usage data into renewal priorities, risk mitigation actions, and value stories.
- Owned 65 mid-market and enterprise customers totaling $9.8M ARR, consistently exceeding renewal targets across healthcare, fintech, and logistics accounts.
- Improved net revenue retention from 104% to 116% by segmenting accounts, prioritizing expansion signals, and standardizing renewal playbooks.
- Led onboarding for complex implementations, achieving 91% on-time launch completion and reducing average implementation handoff delays by 22%.
- Created customer health dashboards in Gainsight and Salesforce, enabling earlier risk detection and improving forecast accuracy for renewal conversations.
- Collaborated with Product to prioritize top customer pain points, contributing to feature enhancements that increased monthly active users by 19%.
