Grace Mensah
Customer Success Manager
Summary
Customer success manager with 6 years in B2B SaaS. Owns a $4.8M book with 118% net revenue retention and builds onboarding programs that customers actually finish, backed by a strong background leading support teams. Trusted by executive sponsors to turn product feedback into roadmap changes.
Experience
Senior Customer Success ManagerJun 2021 – Present
Harbourline AnalyticsToronto, ON
- Managed 45 mid-market accounts worth $4.8M ARR with 118% net revenue retention.
- Cut time-to-value from 60 to 28 days with a redesigned onboarding playbook used by the whole team.
- Identified $900K in expansion revenue through quarterly business reviews with executive sponsors.
- Reduced churn in the at-risk segment by 40% with an early-warning health score built in Gainsight.
- Coordinated 20 executive business reviews a year, renewing 96% of accounts up for renewal.
- Built a customer advisory board of 12 champions that shaped 5 roadmap features and 3 public case studies.
- Partnered with marketing on 3 customer webinars that attracted 900 registrations and $200K in pipeline.
Customer Support Team LeadMar 2018 – May 2021
Northwind PaymentsToronto, ON
- Led a team of 8 handling 4,000 tickets a month at a 95% satisfaction score.
- Built a help centre of 150 articles that deflected 30% of incoming tickets.
- Introduced weekly ticket reviews with product, resolving 12 recurring bugs in one quarter.
- Trained 5 new CSMs on the onboarding playbook, cutting their ramp time from 4 to 2 months.
- Created macros and triage rules in Zendesk that cut first-response time from 6 hours to 90 minutes.
Customer Support SpecialistJan 2017 – Feb 2018
Northwind PaymentsToronto, ON
- Resolved 60+ tickets a day in English and French with a 97% satisfaction score.
- Earned Support Specialist of the Year in 2017 for quality and speed.
Volunteering
MentorJan 2022
Women in SaaS Toronto
- Mentored 4 early-career women moving into customer success each year.