Betsy Sanchez
Lynn
Summary
Dynamic Customer Success Manager with Acquia, adept at driving customer engagement and retention through strategic project management and cross-functional collaboration. Expert in Salesforce and Gainsight, I enhance product adoption and deliver exceptional client experiences, consistently achieving high satisfaction rates and fostering long-term relationships.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Acquia
Boston
05.2022 - Current
- Managed portfolio of enterprise customers, leading onboarding, implementation, and adoption initiatives as a trusted strategic advisor to key stakeholders, enhancing customer engagement.
- Monitor customer health, product adoption, and key performance indicators (KPIs), providing executive-level updates and driving strategies that improve retention and customer satisfaction.
- Led end-to-end customer success projects by developing project plans, managing timelines, mitigating risks, and coordinating cross-functional teams to ensure timely delivery and customer satisfaction.
- Partnered with Sales, Product, Professional Services, Support, and Engineering to streamline onboarding processes and resolve complex customer challenges, improving overall customer experience.
Customer Account Manager
Acquia
Boston
01.2021 - 05.2022
- Drove account growth by identifying expansion opportunities, developing strategic success plans, and partnering with customers to maximize product adoption and business value.
- Built strong relationships with customer stakeholders, proactively identified risks, resolved issues, and coordinated cross-functional teams to maintain project momentum.
- Managed portfolio of customer accounts, overseeing implementation activities, project timelines, and key deliverables to ensure successful execution and enhance customer satisfaction.
- Maintained accurate customer records, forecasts, and pipeline data in Salesforce, utilizing reporting and analytics to assess account health and inform strategic decision-making.
Meeting & Events Manager
Aloft Hotels
Boston
10.2019 - 12.2020
- Managed the full lifecycle of corporate meetings, conferences, weddings, and social events, overseeing project planning, budgeting, vendor coordination, execution, and post-event evaluations to ensure exceptional client experiences.
- Led cross-functional collaboration with sales, catering, operations, housekeeping, food & beverage, and external vendors to coordinate event logistics, manage timelines, and deliver flawless event execution.
- Negotiated contracts and managed event budgets while monitoring expenses and identifying opportunities to maximize revenue and control costs.
- Served as primary point of contact for clients during planning process, fostering relationships, managing expectations, and proactively resolving challenges.
Sales Manager
Marriott International
Medford
04.2018 - 10.2019
- Generated more than $1.5 million in annual revenue by identifying new business opportunities, cultivating strategic partnerships, and expanding existing client relationships.
- Managed portfolio of corporate, group, and event clients, leading sales process from prospecting to proposal development, contract negotiation, event execution, and post-event follow-up to optimize client satisfaction.
- Built and maintained long-term relationships with clients and key stakeholders by delivering exceptional customer service and providing tailored hospitality solutions that increased repeat business and customer loyalty.
- Coordinated cross-functional teams—including operations, catering, and event services—to ensure seamless execution of client projects, consistently meeting timelines and budgets while exceeding service expectations.
Education
Bachelor of Science - Communications
Suffolk University
Boston, MASkills
- Customer onboarding process
- Project management
- Cross-functional collaboration
- Salesforce
- Gainsight
- Jira
- Confluence
- Google suite
- Microsoft Office
- Cvent
- Concur
- Social Tables
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Customer Success Manager
Acquia
05.2022 - Current
Customer Account Manager
Acquia
01.2021 - 05.2022
Meeting & Events Manager
Aloft Hotels
10.2019 - 12.2020
Sales Manager
Marriott International
04.2018 - 10.2019
Bachelor of Science - Communications
Suffolk University