Tiffany Wisniowski
Tewksbury
Summary
Results-driven customer lifecycle and retention strategist with experience owning end-to-end renewal strategy for a high-volume portfolio of HubSpot Corporate accounts. Proven ability to reduce churn and drive expansion through data-driven decision-making, segmentation, and cross-functional collaboration. Skilled in translating customer behavior and risk signals into targeted strategies that improve retention and revenue outcomes. Passionate about scaling personalized customer experiences through lifecycle strategy and automation.
Overview
2027
2027
years of professional experience
Work History
Lead Contract Manager
HubSpot
Cambridge, MA
2018 - Current
- Own end-to-end renewal strategy and contract lifecycle for a portfolio of Corporate-segment accounts, driving on-time renewals and reducing churn
- Lead complex contract negotiations, including term length, pricing, discounting, product mix, and payment structure, to establish sustainable long-term agreements
- Manage a high-volume book of business, prioritizing accounts by renewal date, risk, and growth opportunity to consistently meet or exceed retention targets
- Partner cross-functionally with Customer Success, Sales, Billing, and Legal to structure deals, resolve contract issues, and streamline the renewal process
- Identify and execute expansion opportunities (upsell, cross-sell, tier/term changes, and portal consolidation) aligned to customer goals and product usage
- Analyze account health, product usage, and historical performance to inform renewal strategy and recommend optimized contract structures
- Maintain accurate renewal and expansion forecasts in HubSpot systems, providing clear visibility into pipeline health, risks, and upside
- Serve as a tenured subject matter resource for Corporate contract processes and policies, answering questions and sharing knowledge, tips, and best-practice processes to support other Contract Managers with process questions and day-to-day deal execution
- Contribute to process improvements specific to the Corporate segment, helping to streamline workflows, reduce friction for customers, and improve internal consistency
- Deliver a high-quality customer experience throughout the renewal journey by setting clear expectations, communicating timelines and next steps, and ensuring contract terms are easy to understand and execute
Project Leader
Electric Insurance Company
Beverly, MA
01.2017 - 2018
- Led the global roll out of the iManage document management system for General Electric’s Global Law & Policy group of over 3,000 legal professionals
- Managed a high-performing team responsible for system administration, support, and monitoring the iManage system
- Designed and implemented processes, metrics, usage reports, user job aids, and best practices
- Oversaw the governance of data, access, security, connectivity, and procedures related to the use of the iManage system
- Directed global user support operations, ensuring timely resolution of service requests and continuous improvement of support processes
- Delivered training webinars and enablement sessions to increase system proficiency across a global audience
- Analyzed usage data and reporting (documents, subscriptions, engagement) to inform strategic improvements and drive adoption
- Led onboarding and training of new team members, strengthening team capability and scalability
- Provided ongoing coaching and performance feedback to team members, fostering growth and accountability
Legal Support Specialist and Integrations Leader
Electric Insurance Company
Beverly, MA
01.2015 - 01.2017
- Developed, implemented, and documented standard operating procedures (SOPs) for General Electric’s e-billing system, TyMetrix 360
- Led the transition of billing operations from multiple GE business units to a centralized e-billing helpdesk team
- Delivered weekly status reports to management on system integration progress and performance
- Managed legal matters, invoices, budgets, and billing rates within TyMetrix 360
- Provided specialized support and troubleshooting for TyMetrix 360 users across the organization
- Monitored outstanding and aged invoices, partnering with legal teams to ensure timely payment and resolution
- Facilitated vendor onboarding in both the A/P system and TyMetrix 360
- Created and processed purchase order requisitions
- Collaborated with outside law firms to support accurate and timely submission of legal invoices
- Utilized Salesforce to track, manage, and document user requests and support inquiries
- Conducted system training sessions to improve user adoption and efficiency
- Traveled to Cincinnati, OH to onboard and train a team of 9 new employees
Subrogation Claims Adjuster
Electric Insurance Company
Beverly, MA
01.2013 - 01.2015
- Identified and pursued recovery opportunities by coordinating documentation and initiating claims processes
- Prepared and submitted subrogation demand packages to third parties, ensuring accuracy and compliance
- Negotiated settlements with insurance carriers and legal representatives to maximize recovery outcomes
- Managed and followed up on outstanding recovery items to ensure timely resolution
- Ensured adherence to state regulatory requirements and compliance standards
- Processed commercial recovery payments, allocating funds to claims and internal cash accounts
- Delivered quarterly reporting to leadership on General Electric Relocation claim volume, trends, and performance metrics
Property Claims Adjuster
Electric Insurance Company
Beverly, MA
01.2010 - 01.2013
- Managed and resolved a diverse caseload including first-party homeowner property, third-party commercial liability (General Electric), adverse subrogation, employee relocation (GE), delivery damage liability (Home Depot), and auto damage claims
- Investigated claims, evaluated liability, and negotiated settlements with a strong focus on same-day resolution
- Prepared detailed repair estimates using Xactimate to support accurate claim settlements
- Handled high-volume inbound calls, processing first notice of loss (FNOL) reports and responding to ongoing claim inquiries
- Ensured full compliance with state regulations and company guidelines throughout the claims lifecycle
- Collaborated on individual and team-based projects to improve claims processes and efficiency
Insurance Account Agent
Electric Insurance Company
Beverly, MA
01.2009 - 01.2010
- Managed high-volume inbound calls from existing policyholders, providing support for home, auto, boat, and excess liability policies
- Reviewed policy renewals and coverage details, identifying gaps and recommending appropriate adjustments to meet client needs
- Generated and presented policy change quotes, ensuring accuracy and alignment with customer requirements
- Processed policy updates and endorsements efficiently while maintaining compliance with state regulations
- Increased product awareness and revenue opportunities through effective cross-selling of insurance products
- Responded promptly to customer email inquiries and online policy change requests, delivering high-quality service across channels
- Ensured strict adherence to state regulatory and compliance standards in all transactions
- Collaborated on team initiatives and special projects, including MA Auto policies, multi-vehicle (5th car) policies, and Divorce Process improvements
Paralegal
Gillespie & Associates
Lynnfield, MA
01.2006 - 01.2008
- Supported trial preparation for civil litigation cases, including personal injury matters
- Drafted and filed legal documents such as pleadings, subpoenas, and correspondence
- Managed attorney calendars by scheduling court appearances, depositions, client meetings, and appointments
- Coordinated with witnesses and external parties to arrange depositions and case-related activities
- Conducted legal research to support case strategy and document preparation
- Maintained and organized case files to ensure accuracy and accessibility
- Tracked and recorded billable hours in compliance with firm requirements
- Provided front-office support by answering phones and professionally assisting clients
Education
Associate’s Degree - Business Administration, Paralegal Concentration
Marian Court College
Swampscott, MA01-2006
Skills
- Customer Lifecycle Strategy (Renewals & Churn Mitigation)
- Customer Retention & Expansion (Upsell, Cross-sell)
- Data Analysis & Performance Insights
- Segmentation & Risk-Based Account Prioritization
- Pipeline Management
- Cross-Functional Collaboration (CS, Sales, Legal, Billing)
- Contract Strategy & Negotiation
- Forecasting & Revenue Planning
Timeline
Project Leader
Electric Insurance Company
01.2017 - 2018
Legal Support Specialist and Integrations Leader
Electric Insurance Company
01.2015 - 01.2017
Subrogation Claims Adjuster
Electric Insurance Company
01.2013 - 01.2015
Property Claims Adjuster
Electric Insurance Company
01.2010 - 01.2013
Insurance Account Agent
Electric Insurance Company
01.2009 - 01.2010
Paralegal
Gillespie & Associates
01.2006 - 01.2008
Lead Contract Manager
HubSpot
2018 - Current
Associate’s Degree - Business Administration, Paralegal Concentration
Marian Court College