Jim's Portfolio

Explore

Jim’s Customer Success Portfolio

Online Resume

Jim Gonzales

📇 Contact

jim.mart.gonz@gmail.com

⁠

https://www.linkedin.com/in/jmgkib/⁠

⁠

👂🏽 Summary

Customer Success Manager with over 6 years of experience cultivating solid relationships, surpassing quota expectations, and driving team success. Eager to leverage expertise and passion for customer success to contribute to the dynamic landscape of AI and startups. Aiming to collaborate with a forward-thinking team to drive innovation and sustainable growth.

⁠

💻 Work experience

LawVu | Sr. Customer Success Manager

San Francisco (Remote) (October 2022 - Present)

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.

Achieved a customer retention rate of 97% and revenue growth of 23%

Negotiated two multi-year deals, resulting in two of the top four ARR

Led the successful launch of an AI feature, driving an 83% increase in booked demos

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%

Cultivated raving customer advocates through most G2 reviews, resulting in 23+ testimonials

Conducted the most QBRs in the team for Q2/Q3 2021, generating growth opportunities

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. There are currently over 35,000 SoftBank Robotics robots 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%

Launched the Customer Success Playbook and standardized the customer journey, reducing time to value by 7+ days

Boosted the fastest growth for a single account by 200% in less than 3 months

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

Propelled the Business Development Representative (BDR) team to exceptional performance, achieving 175% of quota on average, securing #1 BDR in the company for two consecutive quarters

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.

Wrote and talked with over 100+ businesses to resolve customer issues and complaints

Achieved an 80% win rate

⁠

🌏 Education

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

⁠

🛠 Skills

Communications (Project Manager)

Sales (Quota Crusher)

🧗🏽 Hobbies

Analytical (Data Driven)

Customer-First Mentality (Advocates)

Beginner's Mindset (Always Curious)

Hardworking (Go-Getter)

Chef (Experimental)

Mandarin Learner (Multilingual)

Tennis (Competitive)

Runner (Perseverance)

Rock Climbing (Problem-solver)

Reader (Better myself)

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.