Tanya West
Boston
Summary
Experienced Customer Experience professional with 15+ years in leading customer success initiatives and SaaS onboarding programs. Successfully improved key customer metrics, including NRR and TTV, while developing and scaling effective cross-functional teams. Strong background in AEC technology and construction workflows, particularly with Revit and Autodesk. Proven track record of delivering impactful client results and fostering executive-level partnerships.
Overview
24
24
years of professional experience
Work History
Sales Manager
Cyvl.ai
Boston
01.2024 - 01.2025
- Aligned AI-driven construction solutions with client business outcomes, enhancing customer adoption and expansion opportunities.
- Built retention-focused strategies to strengthen user and company health.
- Partnered cross-functionally to drive client feedback into product improvements.
Engineering Sales Manager
SrinSoft
U.S. Operations
01.2023 - 01.2024
- Led enterprise-level customer engagements, driving consultative success and increasing adoption rates.
- Managed technical onboarding strategies and risk mitigation frameworks to ensure project success.
Senior Business Development Manager
Autodesk, Inc.
01.2016 - 01.2023
- Company Overview: Global
- Directed strategic customer success programs for major enterprise clients, consistently improving NRR through structured onboarding and success planning.
- Created scalable adoption frameworks to accelerate time-to-value and foster executive alignment on ROI metrics.
- Drove technical consultation efforts, collaborating with Sales and Product to deliver feedback loops.
- Global
Customer Success & Technology Specialist
Autodesk, Inc.
01.2013 - 01.2016
- Company Overview: Global
- Delivered adoption frameworks and product engagement strategies, leading to record retention levels.
- Orchestrated EBRs and success reviews, linking customer KPIs with product value delivery.
- Built and managed relationships with ENR Top 100 clients, securing long-term loyalty.
- Global
Technical Sales Specialist
Autodesk, Inc.
01.2010 - 01.2013
- Company Overview: Global
- Delivered customer-focused pre and post-sales strategies to increase usage and renewals.
- Drove product adoption through customized enablement programs and solution mapping.
- Translated technical solutions into business value to ensure stakeholder buy-in and success.
- Global
Product Design Engineer & Product Support Specialist
Autodesk Inc.
01.2006 - 01.2010
Project Engineer & Manager
CDM Smith
01.2001 - 01.2006
Education
Master of Business Administration (MBA) - Technology Management
Worcester Polytechnic Institute
Worcester, MABachelor of Science - Civil/Environmental Engineering
University of New Hampshire
Durham, NHSkills
- Customer journey design and leadership
- SaaS implementation and enablement
- Onboarding strategies
- Adoption initiatives
- Time-to-value optimization
- Customer health metrics
- Executive business reviews
- Strategic account planning
- SaaS support infrastructure development
Accomplishments
- Spearheaded customer success programs for a SaaS platform that became the company’s fastest-growing business unit—resulting in significant NRR growth.
- Owned success for 200+ enterprise clients, crafting adoption and engagement strategies that led to consistent upsell and renewal achievements.
- Designed and executed risk mitigation frameworks that reduced churn and increased customer satisfaction scores.
- Led Executive Business Reviews (EBRs) with C-level stakeholders to align strategic priorities and drive business outcomes.
- Collaborated with product and sales leadership to streamline onboarding and optimize time-to-value (TTV).
- Oversaw technical implementations of Autodesk solutions, ensuring operational success and measurable ROI.
Technology And Tools
- Salesforce
- Gainsight
- Revit
- Asana
- HubSpot
- Zoom
- Jira
- LMS Systems
- Tableau
Timeline
Sales Manager
Cyvl.ai
01.2024 - 01.2025
Engineering Sales Manager
SrinSoft
01.2023 - 01.2024
Senior Business Development Manager
Autodesk, Inc.
01.2016 - 01.2023
Customer Success & Technology Specialist
Autodesk, Inc.
01.2013 - 01.2016
Technical Sales Specialist
Autodesk, Inc.
01.2010 - 01.2013
Product Design Engineer & Product Support Specialist
Autodesk Inc.
01.2006 - 01.2010
Project Engineer & Manager
CDM Smith
01.2001 - 01.2006
Master of Business Administration (MBA) - Technology Management
Worcester Polytechnic Institute
Bachelor of Science - Civil/Environmental Engineering
University of New Hampshire
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