Sarah Eman
Chicago
Summary
Customer Success Manager with extensive experience increasing product adoption and enhancing customer health scores. Managed significant ARR portfolios, ensuring high retention through strategic renewal conversations and tailored success plans. Effectively communicated insights to executives, aligning solutions with evolving business priorities.
Overview
8
8
years of professional experience
Work History
Enterprise Customer Success Manager
LinkedIn
Chicago
08.2024 - Current
- Managed $8M ARR book of business spanning enterprise and mid-market clients, owning the full customer lifecycle from onboarding through renewal and expansion.
- Drove 85% increase in product adoption and 20% improvement in customer health scores through tailored onboarding programs, proactive engagement campaigns, and data-driven success plans aligned to customer business priorities.
- Led renewal conversations by proactively identifying and addressing churn risk, reinforcing ROI, and aligning platform value to evolving stakeholder priorities - consistently achieving high retention outcomes.
- Facilitated executive QBRs using dashboards to communicate KPIs, usage trends, and strategic recommendations to C-level and VP-level stakeholders.
- Drove adoption of AI-enabled features and automated reporting tools, enhancing customer access to real-time insights and facilitating timely interventions through AI-driven sentiment monitoring.
- Trained enterprise customers on AI-powered LinkedIn Recruiter Search tools, translating technical capabilities into actionable business outcomes and improving sourcing effectiveness.
- Identified expansion opportunities from platform usage trends, firm growth signals, and evolving business needs, resulting in successful upsell outcomes within existing accounts.
Mid-Market Customer Success Manager
LinkedIn
Chicago
01.2022 - 08.2024
- Owned strategic success plans for 75 clients, managing $11M ARR and driving customer satisfaction, retention, and upsell outcomes.
- Guided clients through product onboarding and technical implementation, coordinating with product and engineering teams to resolve usage and API challenges.
- Led QBRs with executive stakeholders by presenting key KPIs via Tableau dashboards.
- Coordinated cross-functional initiatives with Sales, Product, and Implementation to streamline client onboarding, reducing process time by 30% and improving the overall customer experience.
- Served as ERG lead, organizing in-office events and culture-building experiences that fostered community, inclusion, and employee engagement.
- Developed and refined training processes for enterprise clients, boosting tool adoption and ensuring consistent process execution.
Client Advocate
Aon
Chicago
04.2021 - 09.2021
- Coordinated report management and data accuracy for global enterprise clients, reinsurers, and stakeholders, improving report accuracy by 15%.
- Served as primary liaison for global clients, ensuring data accuracy and seamless renewals via GRiDS platform across complex, multi-stakeholder workflows.
Business Service Specialist
Aon
Chicago
10.2018 - 04.2021
- Supported 57 enterprise accounts by analyzing and reporting global account data across 40+ countries, developing cross-functional insight into complex multi-geography data management workflows.
- Streamlined premium processing by creating global data entry standards, reducing processing errors by 25% which is the foundational experience in data quality and governance principles.
Education
M.S. - Integrated Marketing Communication
Roosevelt University
01-2018
B.S. - Business Administration
Southern Illinois University Edwardsville
01-2015
Skills
- Microsoft Office Suite
- Google Analytics
- Looker
- Tableau
- Salesforce
- Gainsight
- Dynamics
- Copilot
- Claude
- AI Workflows
- Sales Navigator
- AI Analytics
- Reporting
- Renewal Management
- Executive QBRs
- Stakeholder Management
- Relationship Building
- Churn Mitigation
- ROI
- Health Score Analysis
- Customer Success Strategy
- Cross-Functional Collaboration
- Product Adoption
- Data Storytelling
- Leadership
- Communication
- Problem-Solving
Timeline
Enterprise Customer Success Manager
LinkedIn
08.2024 - Current
Mid-Market Customer Success Manager
LinkedIn
01.2022 - 08.2024
Client Advocate
Aon
04.2021 - 09.2021
Business Service Specialist
Aon
10.2018 - 04.2021
M.S. - Integrated Marketing Communication
Roosevelt University
B.S. - Business Administration
Southern Illinois University Edwardsville