Jim's 2024 Portfolio

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Jim’s Customer Success Portfolio

Online Resume

Jim Gonzales

📇 Contact

jim.mart.gonz@gmail.com

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https://www.linkedin.com/in/jmgkib/⁠

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👂🏽 Summary

Customer Success Manager with 6+ years of experience driving startup innovation and growth. Proven track record of building strong client relationships, exceeding sales quotas, and leading teams. Seeking to join a forward-thinking team where I can contribute to sustainable growth and cutting-edge initiatives.

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💻 Work experience

LawVu | Sr. Customer Success Manager

San Francisco (Remote) (October 2022 - April 2024)

LawVu is full Contract Lifecycle Management platform offering a streamline workflow to help Legal move their business forward. What Salesforce does for Sales is what LawVu does for the Legal team. The first truly connected legal workspace for matter, contract, and spend management for in-house legal teams.

Elevated customer retention to 97% and spurred revenue growth of 23% by implementing targeted engagement strategies and personalized client solutions.

Secured two multi-year deals, contributing $500k+ in ARR and ranking among the top four accounts.

Spearheaded the launch of an innovative AI feature in close collaboration with the product team, resulting in an 83% increase in booked demos through strategic marketing and client education initiatives.

Implemented multithreading techniques, resulting in a 28% increase in customer interaction rates.

Recognized by the 2024 Sales Award for securing the most transitions to 9 bundle plans and 6 multi-year deals.

Evisort | Customer Success Manager

San Mateo (Remote) (February 2021 - February 2022)

Evisort is the leading provider of contract management and AI technology for legal, procurement, sales, finance, and IT teams. It is a 200+ person Series C company backed by General Atlantic, Vertex Ventures, M12 (Microsoft’s venture fund), Amity Ventures, Village Global, and Serra Ventures.

Achieved an exceptional 98% customer retention rate and 14% revenue growth by delivering personalized solutions and fostering strong client relationships.

Fostered customer advocacy, securing 23+ glowing G2 reviews and testimonials through exceptional service.

Orchestrated 7 high-impact QBRs per quarter, generating $420,000+ in the pipeline and setting a Q2/Q3 2021 team record by identifying growth areas and presenting tailored client solutions.

SoftBank Robotics | Customer Success Manager

San Francisco (Remote) (March 2020 - December 2020)

SoftBank Robotics is driving technology forward by becoming a worldwide leader in robotics solutions. Over 35,000 SoftBank Robotics robots are currently used in more than 70 countries worldwide, and they offer innovative applications relevant to retail, tourism, healthcare, finance, education, facilities management, and cleaning.

Achieved a 93% customer retention rate and 47% revenue growth through proactive customer engagement.

Developed and deployed a comprehensive Customer Success Playbook adopted by the entire team, standardizing the customer journey, reducing time to value by 7+ days, and enhancing client satisfaction.

Accelerated account growth by 200%+ in under 3 months through strategic upselling and client engagement.

Cloudflare | Business Development & Partnerships

San Francisco (April 2018 - March 2020)

Cloudflare is a global network designed to make everything on the Internet secure, private, fast, and reliable. Cloudflare's network moves around 15% of all internet traffic using data centers in 275+ cities and over 100 countries globally to deliver web performance and security.

Spearheaded the first Partnership Playbook and trained 15+ employees on channel processes.

Reduced erroneous partner leads by 80% through cross-functional collaboration to overhaul the website.

Led the BDR team to consistently achieve 175% of sales quotas through innovative tactics and collaboration.

Recognized by 2018 Sales Award for highest quota attainment, generating 43+ quarterly opportunities.

I Help Consumers | Founder

San Diego (June 2016 - June 2018)

A side hustle to empower everyday consumers. We write pleas and appeals to get customers’ money back.

Resolved customer issues and complaints for over 100 businesses, demonstrating solid problem-solving skills.

Achieved an 80% win rate through persuasive writing and communication when resolving customer issues.

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🌏 Education

University of California, San Diego, B.A. International Studies | Minor Entrepreneurship and Innovation

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🛠 Skills

Strategic Account Management

Data-Driven Decision Making

AI & Analytics

Leadership

Team Player

Advanced CRM Management

Project Management

Challenger Sale

Contract Negotiation

Active Listening

Empathy

🧗🏽 Hobbies

Creative Writing, Career Consulting, Rock Climbing, Learning Mandarin, Long Distance Running, Reading, Mentoring, Community Volunteering, Content Creation, Financial Planning, Mindfulness Practice

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