Quentin Forberg
Chicago
Summary
Dynamic Enterprise Customer Success Manager at BigMarker with a proven track record in driving $2.5M in ARR through strategic account management and proactive renewals. Expert in SaaS implementations and executive stakeholder engagement, achieving a 90% renewal rate while fostering cross-functional collaboration and delivering exceptional customer value.
Overview
6
6
years of professional experience
Work History
Enterprise Customer Success Manager
BigMarker
Chicago
04.2023 - Current
- Managed portfolio of enterprise and strategic SaaS customers as primary commercial and strategic partner throughout onboarding, adoption, renewal, and expansion phases.
- Lead renewal strategy and contract execution in close partnership with Sales, Legal, Product, and Executive Leadership, ensuring alignment between customer value and commercial outcomes.
- Achieved a 90% renewal rate through proactive risk management, executive alignment, and consistent value delivery.
- Generated 17% expansion growth across the portfolio by identifying upsell opportunities and aligning platform capabilities to evolving customer needs.
- Reduced portfolio churn by 5% after assuming ownership through targeted engagement, adoption optimization, and improved stakeholder alignment.
- Facilitated executive-level engagement through structured QBRs, success planning, and ongoing articulation of value aligned with customer business objectives.
- Collaborated with technical teams to support complex implementations and integrations with CRM and marketing automation platforms, enhancing scalable customer workflows.
- Serve as the escalation point for high-impact issues, balancing immediate resolution with long-term relationship and revenue protection.
- Own 45 enterprise accounts totaling $2.5M in ARR, with full responsibility for retention and growth.
Customer Success Associate
BigMarker
Chicago
04.2020 - 11.2023
- Engaged customers proactively to increase adoption, reduce churn risk, and facilitate successful renewals.
- Managed high-volume portfolio of SMB customers, overseeing onboarding and adoption to ensure ongoing success.
- Served as primary contact for platform guidance and troubleshooting, providing tailored best-practice recommendations.
Education
Business Management - Marketing
Illinois Institute of Technology
Chicago, ILSkills
- Commercial and growth ownership
- Enterprise account management
- Annual recurring revenue ownership
- Renewals and retention strategies
- Expansion and upsell planning
- Forecasting support
- Quarterly business reviews
- SaaS implementations
- Salesforce expertise
- Marketing automation tools
- Customer relationship management systems
- API and data integration
- Webinar and virtual event platforms
- Executive stakeholder management
- Escalation and risk mitigation
- Cross-functional collaboration
- Team mentorship and development
- Process improvement initiatives
Core Skills
Enterprise & Strategic Account Management, ARR Ownership, Renewals & Retention, Expansion & Upsell Strategy, Forecasting Support, QBRs & Executive Alignment, SaaS Implementations, Salesforce, Marketo, Eloqua, HubSpot, Dynamics 365, API & Data Integrations, Webinar & Virtual Event Platforms, Executive Stakeholder Management, Escalations & Risk Mitigation, Cross-Functional Partnership (Sales, Product, Legal, Engineering), Team Mentorship, Process Improvement
Languages
French
Professional
Timeline
Enterprise Customer Success Manager
BigMarker
04.2023 - Current
Customer Success Associate
BigMarker
04.2020 - 11.2023
Business Management - Marketing
Illinois Institute of Technology