Spencer Hartley

Experience

• 

  SheerID

  Jun 2018 - Nov 2021

  Managed an assigned account base of $3.1mm ARR. Maintained a gross retention of 92% to 95%. Grew my current book of business by 53% ARR. Achieved these objectives by working with my customers to understand current program performance, presenting best practices and recommending additional programs and segments to help them improve their performance and ultimately see great success. Worked with clients to find resolutions to technical and service issues. Provided suggestions and guidance for program inquiries and problems. Aided customers in making minor technical changes and enhancements on the backend. Maintained a 98% to 100% customer satisfaction rating. Worked with our client's customers/consumers over email to resolve their questions, concerns and complications regarding the verification process. Flagged technical concerns to Product teams. Maintained a 98% to 100% customer satisfaction rating.

  • Customer Success Manager

    Oct 2019 - Nov 2021

  • Client Technical Support Specialist

    Jul 2019 - Oct 2019

  • Verification/Consumer Support Specialist

    Jun 2018 - Jul 2019
• 

  RippleMatch

  Nov 2021 - Nov 2022

  Customer Success Manager

  Managed an assigned account base of 2mm ARR. Managed customer relationships from onboarding to steady state with Talent Acquisition teams, acting as a trusted advisor for 25 accounts ranging from SMB to Enterprise. Qualified upsell opportunities and partnered closely with Account Managers to close timely renewals. Advocated on behalf of clients regarding product feature requests and desired improvements. Coordinated customer kickoffs and trained customers on how to utilize our Communities functionality and supported other CSMs with Communities customer adoption Show less

• 

  Brightflag

  Feb 2023 - now

  Customer Success Manager

  Empowering Legal Operations professionals to streamline e-billing processes and achieve maximum cost savings for their Legal departments. A trusted guide dedicated to enabling and training clients in optimizing operational efficiencies.