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Krista LaFever, MBA

Tempe (Phoenix area), Arizona 85282

krista.lafever@gmail.com⁠

(480) 570-2185

Senior Customer Success Manager

Senior Customer Success Manager with a proven track record of managing renewable SaaS portfolios across enterprise and SMB accounts. Consistently driving retention, expansion, and long-term growth strategy. Saved at-risk ARR through structured risk mitigation, proactive stakeholder engagement, and cross-functional collaboration. Demonstrated ability to stabilize at-risk accounts. Close complex renewals, and serve as a trusted advisor to executive stakeholders in global environments. Known for a consultative, data-informed approach that blends strong interpersonal skills with accountability, partnering with sales, product, and services teams to improve platform adoption, reduce churn, and elevate the end-to-end client-facing customer experience. Excels in presentation skills, written communication, cross selling, and account management.

Areas of Expertise

Accomplishments

· Won “Top Net Retention Attainment” (129%) and “Most Number of Multiyear Renewals” in 2025.

· Held a record average net retention of 118% over 14 consecutive quarters (2022 to 2026).

· Ranked #1 rank out of 22 CSMs for highest cross-sell, retention, and expansions (2022-2024).

· Received "Community Is Core" Award for ClickDimensions in 2024, (held title 123+ days).

Experience

Litmos, Remote

Senior Customer Success Manager Oct 2025 to Present

Managed and expanded a portfolio of 30–40 strategic and enterprise SaaS accounts representing $3M in ARR, with direct ownership of retention, expansion, post sale account management, and executive engagement strategies.

Saved $650K (22%) in at-risk ARR during tenure through structured risk mitigation plans, disciplined executive communication, and proactive issue resolution that protected revenue and reinforced customer confidence.

Maintained 100% on-time renewals while contributing to 14 consecutive quarters of exceeding net retention targets across SaaS portfolios, averaging 118% NRR — tracked through consistent metrics and KPI reporting.

Recovered a $100K ARR account formally flagged as high risk by rebuilding stakeholder trust, repositioning platform value, and securing a $21K expansion alongside a three-year renewal agreement.

Served as a trusted advisor to customer leadership teams, aligning evolving business objectives with new features and platform capabilities to strengthen loyalty and long-term retention.

Enterprise Customer Success Manager Jan 2025-Oct 2025

· Secured an early two-year enterprise renewal valued at $500K TCV by demonstrating long-term ROI through presentation skills and metrics-driven narratives, earning recognition for Top Net Retention Attainment (129%) and the highest number of multiyear renewals in 2025.

Generated $120K in professional services revenue during Q2 2025 by re-engaging four at-risk customers and reframing services as strategic enablement — leveraging post sale partnership to shift perception and expand scope.

Led structured executive business reviews for enterprise clients, translating usage data and outcomes into clear renewal narratives that strengthened decision-maker alignment and supported long-term growth strategy.

Partnered closely with sales, services, and product teams to remove adoption barriers, introduce new features, reinforce value delivery, and improve overall enterprise renewal outcomes.

Actively monitored customer feedback, usage patterns, and risk indicators using metrics to reduce churn exposure, exceeding company average NRR by 25% in Q3 2025.

ClickDimensions, Remote

Strategic Account Manager Oct 2024 – January 2025

Managed and expanded a portfolio of 35 strategic and enterprise SaaS accounts representing $3M in ARR, with direct ownership of retention, expansion, post sale account management, and executive engagement strategies.

Created and led a Customer Success Action Committee with ClickDimensions C-Suite and Directors to implement process improvements for renewal, presentation enhancements, and AI adoption among CSMs — driving organization-wide growth strategy.

Led complex account escalations and recovery initiatives for global clients including Toyota, Peace Corps, and IKEA, restoring confidence and stabilizing long-term client-facing partnerships.

Delivered detailed product demonstrations of new features, analytics-driven insights, and strategic guidance that increased customer adoption and consistently improved CSAT results.

Identified cross selling, upsell, and expansion opportunities while proactively mitigating renewal risk through structured account planning, written communication, and executive-level interpersonal engagement.

Customer Success Manager (CSM) Jan 2022 – Sept 2024

Ranked #1 or #2 among 22 Customer Success Managers from 2022 to 2024 by achieving 172% of net retention attainment through disciplined execution, metrics tracking, and customer advocacy.

Expanded 122 SMB SaaS accounts from $2.1M ARR to $3M ARR across U.S. and LATAM markets by aligning growth strategy and cross selling solutions to customer business objectives.

Conducted the highest volume of client-facing virtual meetings per week on the team, directly contributing to top-performing ARR cross selling results across the CSM organization.

Leveraged Spanish fluency to support LATAM customers; earned the ClickDimensions Community Is Core Award in 2024 for interpersonal skills, organization, and cross-functional collaboration.

ooLango E-Learning, Remote June 2019 – Dec 2021

Entrepreneur, Founder & CEO

Founded and scaled a profitable language e-learning company delivering instruction in English, Spanish, and Chinese to a growing international customer base.

Achieved company profitability within three months of launch through disciplined growth strategy, optimized pricing models, and operational organization.

Developed, managed, and motivated a high-performing, globally distributed team of 20 professionals across sales, social marketing, and teaching functions.

Increased overall business size by 50% within 18 months through structured planning, targeted marketing initiatives, and strategic post sale service expansion.

SoftwareOne, Remote Apr 2018 – May 2019

Business Development Manager

Built and managed client-facing relationships with C-level decision-makers to drive SaaS revenue growth and retention, consistently executing against a $237K gross profit quota.

Developed consultative partnership strategies that aligned SaaS new features and product capabilities to client business objectives, deepening engagement and expanding revenue within existing accounts.

Sharp Business Systems, Tempe, AZ May 2017 – Apr 2018

Account Executive

Generated $340K in additional annual revenue by delivering persuasive presentation skills and business pitches, securing new client opportunities through strategic prospecting and consultative cross selling.

Managed post sale client relationships to drive retention and account growth using proactive outreach and structured account management, consistently meeting and exceeding sales targets.

Education and Certifications

Master of Business Administration (MBA)| Marymount University, Arlington, VA

Bachelors | Spanish | Virginia Tech, Blacksburg, VA

Leadership Certificate| Harvard Business School Online - Graduation Year (2023)

Technical Skills

CRM & CS Platforms: Salesforce, HubSpot, Microsoft Dynamics 365, Gainsight, ChurnZero, Zendesk

Productivity & Collaboration: Microsoft Office, Google Docs, Slack, Microsoft Teams, Zoom, Loom, PowerBI

AI-Enabled Tools: Claude, ChatGPT, Grok, Perplexity, Gemini, Otter.ai, tldv, MagicWrite, NotebookLM

Languages: English (Native) | Spanish (Fluent)

Volunteering & Community Involvement

Board of Directors, Valued Voices Toastmasters Club, Toastmasters International

Head Chair, Reunion Planning Committee, Princess Anne High School

Global Ambassador, Duolingo

Board of Directors, Tempe Preparatory Academy

Hobbies

· My Dogs, Travel, and Toastmasters

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