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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 35 enterprise accounts and 150+ SMB while at Litmos and ClickDimensions. Founder/CEO of ooLango E-Learning. And eager to leverage my MBA, Fluency in Spanish and leadership certificate from Harvard to enhance Renewal Rates/Net Revenue Retention (NRR).
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
There are no rows in this table
Accomplishments
· Exceeded net retention targets for 14 consecutive quarters (2022-2025).
· Won “Top Net Retention Attainment” (129%) and “Most Number of Multiyear Renewals” in 2025.
· Ranked #1 rank out of 22 CSMs for highest cross-sell, retention, and expansions (2022-2024).
· Held a record average net retention of 118% over 11 consecutive quarters (2022 to 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
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.
· Leveraged AI-powered tools (Grok, ChatGPT, Gainsight) to generate insights that reduced customer churn, saving $650K of at risk revenue in a SaaS environment.
ClickDimensions, Remote
Strategic Account Manager Oct 2024 – January 2025
Provided product demos, analytics, and support to increase adoption and CSAT scores. Handled upsell opportunities and risk mitigation. Served as VP of Public Relations on Toastmasters Board.
· Managed 35 strategic/enterprise SaaS accounts ($3M+ ARR), driving growth through proactive outreach and remote/in-person visits.
· Handled major escalations and implemented retention strategies for clients including Toyota, Peace Corps, & IKEA
Customer Success Manager (CSM) Jan 2022 – Sept 2024
Achieved company record net retention. Created tailored account plans and collaborated with cross-functional teams to meet client goals. Used Spanish language skills.
· Ranked #1 of 22 CSMs with 172% for net attainment goal in 2024.
· Grew 122 SMB SaaS accounts from $2.1 million to $3 million ARR across USA and LATAM.
· Improved retention through custom plans and risk management saving $250K in at risk revenue.
· Led team in virtual meetings, leading to #1 ARR cross-sell wins.
ooLango E-Learning, Remote June 2019 – Dec 2021
Entrepreneur, Founder & CEO
Started and grew profitable online language school (English, Spanish, Chinese). Managed international team of 20 across sales, marketing, and teaching, while achieving revenue targets.
· Launched consulting business (LaFever Consulting) in 2019, saving customers $100K+ over one year.
· Founded ooLango in 2020; reached profitability in just 3 months.
· Grew revenue by 50% in just 18 months.
SoftwareOne, Remote Apr 2018 – May 2019
Business Development Manager
Built C-level relationships to drive growth and hit $237K profit quota. Solved key issues to create renewal and upsell opportunities.
Sharp Business Systems, Tempe, AZ May 2017 – Apr 2018
Account Executive
Managed client Managed client relationships, exceeded sales targets, and generated $340K in new 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 • Microsoft Teams • Zoom • ChurnZero • HubSpot • Salesforce • Microsoft Dynamics 365 • ZenDesk • Social Media• Gainsight • JIRA •SharePoint • AI
Languages: English (Native) | Spanish (Fluent)
Hobbies
· My Dogs, Travel, and Toastmasters
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