Shannon Frattaroli

• Founding CSM hired to build the Customer Success function from the ground up; managed a $2.8M book of business with a 95% retention rate across accounts.
• Closed $1.5M in renewals and expansions in 2025, growing accounts in a historically project-based model.
• Built the entire CS foundation: onboarding programs, playbooks, QBR framework, success plans, and customer resources.
• Now, Developing new CS motion to support government and annual contracts, defining metrics and success milestones.
• Strengthen customer relationships through on-site visits, trade shows, and strategic business reviews.

Helped build out a customer success team and support enterprise customers:

• Managed $1.5M ARR of license and enterprise customers with 97% retention
• Contributed to 357% increase in contract and
• Developed and documented all CSM team resources and processes, including onboarding, training, account management, QBR resources
• Partnered with manager to implement SalesForce and Gainsight customer management and trained team on best practices utilizing new tools resulting in 100% adoption
• Met 100% of service deliverables - Onboarding and training complete within 60 days, adoption of service, quarterly QBRs, identify upsell opportunities, retain and delight customers

• Lead a team of 9: 5 CSMs and 4 Data Operations Specialists
• Managed all operations for 80 customers (62,000 units), $2M ARR
• Implemented a queue support structure that increased service delivery time by 25%, avoided customer service gaps, and increased the # units a CSM could support by 50%
• Created a new hire training program that reduced ramp-up time from 6 months to 2 months
• Resolved customer escalations, keeping churn >5%
• Reported monthly on KPIs to leadership and partner together to guide product decision making and team forecasting
• Participated in decision and executed decommission of the service

All responsibilities as a Customer Success Manager, as well as:

• Supported 50% more customers than CSMs (18 customers), including AppFolio’s plus and largest customers, $550k ARR
• Collaborated cross-functionally with customer’s strategic team to unlock upsell opportunities and exceed monthly minimum (300 units/month)
• Hired, trained and mentored 5 new team members

Helped build out a customer success team and support customers on a new service:

• Developed the product’s Standard Level Agreement (SLA) and customer training resources
• Onboarded new CSMs and created internal resources and training schedule
• Onboarded and trained the first customers to the service while maintaining >90% on customer satisfaction survey
• Met 100% of service deliverables - creating payables in AppFolio database, creating and QAing resident’s monthly utility charges, providing utility analytics reporting
• Worked cross functionally with leadership, product and engineering, UX, and sales to support customers and understand goals and needs on the service

• Onboarded, developed and maintained relationships with 95 customers by providing training to achieve needs and goals, communicating and sharing all deliverables on time and being a trusted partner
• Analyzed current CS strategy and implemented new internal processes to increase book of business by 50%
• Submitted utility data and met 100% of city, state and green loan compliance deadlines
• Consistently achieved 88% monthly renewal rate

• Responded to customer inquiries via phone & chat for several of VEIC’s energy efficiency utilities, including Efficiency Vermont, DC Sustainable Energy Utility, and Efficiency Smart
• Provided consultation on how best to reduce energy use and carbon emissions
• Utilized energy savings analysis tools and made recommendations around energy saving opportunities through available technology and financing options
• Tracked all customer interactions in internal SRM