Lucy Factor

Customer Success leader managing a $3.2M ARR portfolio of 31 enterprise SaaS accounts, with a strong focus on stabilizing high-risk relationships and turning them into expansion opportunities. Delivered $441K+ in expansion revenue in 2025 (13.8% net expansion), contributing to NRR above 110% while maintaining GRR above industry benchmarks through proactive risk management, structured QBRs, and early renewal intervention. Led the development and rollout of a standardized RFP response process to improve win rates and reduce turnaround time on strategic deals. Partnered in implementing ChurnZero, designing health scoring, automated playbooks, and engagement tracking to enhance forecast accuracy and account visibility. Consistently achieved 98% CSAT through executive alignment, SLA accountability, and cross-functional issue resolution. Act as a key liaison across Service Delivery, PMO, Finance, Product, and Engineering to address delivery gaps, elevate the Voice of the Customer, and drive continuous improvements that strengthen retention and long-term customer value.

Customer Success Manager responsible for a $900K ARR portfolio spanning 250+ customer engagements, with a focus on driving retention, successful renewals, and expansion through targeted upsell and cross-sell strategies. Played a key role in navigating a high-churn period by leading crisis management and account stabilization efforts, protecting strategic revenue during a critical growth phase. Owned and executed the QBR program, continuously adapting account strategies to align with evolving customer goals and business priorities. Leveraged platform usage data, adoption trends, and value realization insights to build compelling renewal narratives, defend pricing, and uncover expansion opportunities. Strengthened customer alignment and engagement through a monthly partner newsletter highlighting product updates, roadmap visibility, and performance insights, while collaborating cross-functionally with Sales and internal teams to deliver a cohesive customer experience.

Managed ~80 account renewals per quarter valued at $2.4M ARR and consistently secured new opportunities to enhance client experience and expand existing renewal pipeline. Identified and executed client retention strategies in coordination with customer success representatives, resulting in reducing churn rate and securing new opportunities for delivering increased value to clients not fully utilizing product functionality. Collaborated with customer success leadership to establish a standard suite of negotiation tactics as part of customer retention initiatives, ensuring consistent and effective approaches to maintain client engagement and minimize churn. Developed and implemented targeted educational initiatives in coordination with customer success and sales teams for clients underutilizing the product suite, effectively minimizing the knowledge gap and maximizing product value for clients. Leveraged creative billing and packaging strategy to successfully influence clients’ renewal decisions, leading to improved client satisfaction and reduced churn risk.

Promoted from Level 1 to Level 6 Account Manager within four years, advancing through every tier of the sales segmentation model and ultimately carrying the highest quota in the organization at the senior level. Consistently exceeded a $7,200 net MRR quota while managing a portfolio of 30 SaaS vendor partnerships, driving revenue growth through strategic upsell and cross-sell initiatives that expanded platform adoption within partner accounts. Recognized as a President’s Club top performer for outstanding revenue achievement. Selected as one of 10 founding members of the company’s sales segmentation team, contributing to the design of a structure that remains in place today. Maintained accurate pipeline management, partner records, and opportunity tracking within Salesforce to support forecasting and account strategy.

Lucy’s career spans 8 years in several branches of commercial and residential real estate, from property management to retail leasing. She values efficiency and communication in her interactions with clients, and has developed a talent for adaptability due to the variety of roles she has assumed over the years. Her education and diverse work experience have given her an intuitive sense about people and situations; a characteristic which benefits her clients’ in the inevitable moments of uncertainty that arise in any given real estate transaction. Lucy also understands that the homes we live in and the communities we cultivate shape our reality, so she strives to truly understand her clients’ lifestyle preferences. She finds that she and her clients are most successful when they operate as a team, so she goes out of her way to make sure they feel informed and confident with their choices. Lucy operates with a commitment to integrity, equality, and respect for clients and colleagues alike.

Managed day-to day operations for 26 single family homes and condos in Longmont, CO Coordinated leasing and renewal efforts including tenant correspondence and contract administration Cultivated digital marketing strategies for leasing of vacant properties Conducted showings and potential tenant background screening Facilitated maintenance and turnover projects with contractors Assisted with collections and basic tenant accounting issues

Coordinate with a group of sales professionals to aid in the sale and lease of retail real estate Produce marketing materials and maintain websites for sales professional's listings including property flyers, brochures, Campaign Logic eblast, postcards, placemats, maps, floor plans, BOV's, Offering Memorandums, Tour Books and Professional Profiles Create standard listing and commission agreements; coordinates non-standard listing creation, facilitates requests and approvals with sales/client facing professionals and legal department; in coordination with other department teams, maintain and tracks listings and commission agreements

Collaborate with a team of brokers to successfully execute a large volume of retail real estate transactions Compile accurate market comparable information utilizing Loopnet and CoStar and creating informative aerials using Photoshop to demonstrate market research Responsible for preparing complete and accurate documentation for all steps within each transaction as well as tracking the stages of progress and communicating effectively with all parties involved Prepare all commission agreements and invoices in addition to tracking payments and interfacing with accounting department to ensure all deadlines for payments in installments are me

Key part of the USPS Transaction Management Team which negotiates, and executes leases for over 26,000 Post Office locations across the county Determine market rents, negotiate terms of lease renewals, prepare letters of intent, draft leases and assemble complete lease packages for both landlord and client execution in a timely manner Utilize verbal and written communication skills to be an effective and amiable intermediary between landlords, out of state brokerage firms and client Work with Transaction Managers to develop and maintain efficient systems in order to successfully execute an extraordinarily large volume of leases

Sociology