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Resume
Krista LaFever, MBA
Senior Enterprise Customer Success Manager
Seasoned Customer Success Manager with 6+ years in SaaS, driving 118-175% net retention, $3M+ ARR growth, and top rankings in renewals/expansions across 150+ SMB and enterprise accounts at Litmos and ClickDimensions.
Proactive Senior Customer Success Manager, excelling in managing high-profile escalations and implementing retention strategies for clients like Toyota and IKEA, earning #1 performance among 22 CSMs, the "Community Is Core" award. Elevate customer retention through tailored account plans and risk mitigation. As Founder/CEO of ooLango E-Learning, led a 20-person international team to 50% growth in 18 months via superb management, strategic planning, and operational oversight. Eager to leverage my communication skills and leadership certificate from Harvard to enhance Renewal Rates/NRR, and foster superior outcomes.
Skills
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Customer Success Management
Client Satisfaction & Retention
Problems & Issues Resolution
Exceeding Retention Targets
Contracts Negotiation & Oversight
Customer Advocacy
Cross-selling & Upselling
Strategic Planning & Execution
Cust. Relationship Management
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Accomplishments
· In 2025 achieved 14 consecutive quarters of exceeding net retention targets.
· Awarded “Top Net Retention Attainment” (129%) and “Most Number of Multiyear Renewals” in 2025.
· Achieved the#1 rank out of 22 CSMs for highest cross-sell, retention, and expansions for 2022-2024.
· Held a record average net retention of 118% over 11 consecutive quarters from 2022 to 2024.
· Secured the #1 position among 22 CSMs for net attainment, reaching 172% of goal in 2024.
Experience
Litmos, Remote
Senior Customer Success Manager Oct 2025 to Present
Build and nurtured strong working relationships with key accounts, resulting in high customer loyalty. Ensure seamless platform adoption, engagement, and long-term success.
· Created $100K ARR at risk account into highly satisfied customer by securing $21K in growth and a 3-year renewal.
· Consistently meeting 100% on time renewals, 100% of targeted customer meetings, and overachieving quota.
· Mitigated churn in yet another $64K ARR account turning them into a profitable renewal success with a 2-year contract.
Enterprise Customer Success Manager Jan 2025-Oct 2025
· Conducted early 2-year renewal for major account bringing in close to ½ a million dollars of TCV.
· Played an instrumental role in adding $120,000 Professional Services to 4 at risk customers in Q2 2025.
· Proactively monitoring feedback to improve retention & reduce churn; thus, 101% Attainment for Q3 2025.
ClickDimensions, Remote
Strategic Account Manager Oct 2024 – January 2025
Delivered product knowledge, software demos, and analytical support, boosting adoption and resulting in top CSAT scores. Identified upsell opportunities and mitigated risks. Served on the Toastmasters Board as VP of Public Relations.
· Managed and grew 35 Strategic and Enterprise SaaS accounts with $3 million ARR.
· Recognized with the "Community Is Core" Award for ClickDimensions in 2024, holding the title for over 123 days.
Customer Success Manager (CSM) Jan 2022 – Sept 2024
Achieved record net retention and drove revenue growth and ensuring customer satisfaction. Developed tailored account plans and collaborated with cross-functional teams delivering solutions that aligned with client goals. Utilized Spanish Speaking Skills.
· Achieved the #1 performance for Renewals, Cross-Sell, and Retention from Q1 2023 to Q3 2024.
· Ranked #1 of all CSMs company-wide in Q3 2024 with a net retention rate of 175%.
· Consistent net retention of over 118% from Q1 2022 to Q1 2024 across 122 SaaS accounts with $2.1 million ARR in the USA and LATAM Small to Medium Business (SMB) markets.
· Conducted highest number of virtual meetings per week, leading to #1 ARR cross-sell wins.
ooLango E-Learning, Remote June 2019 – Dec 2021
Entrepreneur, Founder & CEO
Developed and implemented strategic plans to drive business growth, enhance operational efficiency, and achieve key performance metrics consulting for small businesses and own business. Grew to oversee a team of 20 international professionals across Sales, Social Marketing, and Teaching, achieving Annual Recurring Revenue (ARR) and profit targets.
· Fully launched role of entrepreneur in 2019, starting with consulting small businesses DBA LaFever Consulting.
· Established profitable language e-learning company, ooLango, in 2020 & 2021, teaching English, Spanish and Chinese.
· Created and executed a strategic growth plan that led to company profitability just 3 months after founding ooLango
· Grew business by 50% in just 18 months by developing and implementing strategic plans to drive business growth.
SoftwareOne, Remote Apr 2018 – May 2019
Business Development Manager
Built relationships with C-Level decision-makers to drive SaaS growth and retention, targeting a $237K gross profit quota. Addressed high-profile customer service issues, creating opportunities for new sales, renewals, cross-sells, and upsells.
Sharp Business Systems, Tempe, AZ May 2017 – Apr 2018
Account Executive
Managed client relationships to drive retention and growth, employing proactive strategies to meet and exceed sales targets. Delivered compelling business pitches to secure new opportunities and generated $340K in additional annual revenue.
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 Proficiencies
Microsoft Office (Office 365, Word, Excel, PowerPoint, Outlook) • Google Docs • Slack • AI • Microsoft Teams • Zoom • ChurnZero • HubSpot • Salesforce • Microsoft Dynamics 365 • ZenDesk • Social Media• Gainsight
Languages: English (Native) | Spanish (Fluent)
Hobbies
· My Dogs, Travel, and Toastmasters
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