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Jim's 2024 Portfolio
Jim’s Customer Success Portfolio

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Online Resume

Jim Gonzales

📇 Contact

👂🏽 Summary

Accomplished Customer Success Manager with 6+ years of experience in building strong client relationships, consistently exceeding sales quotas, and leading teams to success. Passionate about leveraging deep expertise in customer engagement to drive innovation within the AI and startup sectors. Seeking to join a forward-thinking team where I can contribute to sustainable growth and cutting-edge initiatives

💻 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. Negotiated two multi-year deals, resulting in two of the top four ARR accounts
Spearheaded the launch of an innovative AI feature, resulting in an 83% increase in booked demos through strategic marketing and client education.
Implemented multithreading techniques to enhance customer engagement, resulting in a 28% increase in interaction rates
Recognized by 2024 Sales Award

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 a customer retention rate of 98% and revenue growth of 14%
Fostered strong customer advocacy, leading the field in G2 reviews and securing over 23 glowing testimonials through exceptional service and support.
Directed a series of high-impact quarterly business reviews (QBRs), generating significant growth opportunities and setting a team record for Q2/Q3 2021

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 customer retention rate of 93% and revenue growth of 47%
Developed and deployed a comprehensive Customer Success Playbook, standardizing the customer journey and cutting time to value by over 7 days, enhancing client satisfaction.
Accelerated account growth by 200% in under three months through strategic upselling and robust client engagement tactics.

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, introducing 15+ employees into channel processes
Reduced erroneous partner leads by over 80% through cross-functional collaboration to overhaul the website
Led the BDR team to outstanding performance, consistently achieving 175% of sales quotas through innovative sales tactics and team collaboration.
Recognized by 2018 Sales Award

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.
Talked with over 100+ businesses to resolve customer issues and complaints
Achieved an 80% win rate through writing

🌏 Education

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

🛠 Skills

Strategic Account Management Customer
Retention & Growth

🧗🏽 Hobbies

Data-Driven Decision
Making AI & Technology Integration

Leadership & Team Building
Advanced CRM Management
Writing: Always improving communication and creativity
Rock Climbing: Strategic thinking and resilience
Learning Mandarin: Commitment to continuous learning
Running: Discipline and endurance in achieving long-term goals
Reading: Desire to learn and discover how to be a better human
Cats & Dogs: Love taking care of my mental health

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