Natalie Okonkwo

Profile

Customer Success Manager with 8 years driving retention and expansion revenue for B2B SaaS platforms serving mid-market and enterprise accounts. Specializes in onboarding redesign, health-score frameworks, and cross-functional escalation management. Grew net revenue retention from 94% to 118% across a 200-account portfolio and reduced average time-to-value by 37%.

Work Experience

Senior Customer Success ManagerMar 2021 - Present

Veltara Software, Austin, TX

Owned a $6.2M ARR portfolio of 85 enterprise accounts, achieving 118% net revenue retention by identifying upsell triggers through Gainsight health scores and coordinating with AEs on expansion plays.
Redesigned the 30-60-90 day onboarding program for new accounts, cutting average time-to-value from 74 days to 47 days and increasing 90-day feature adoption by 41%.
Led a cross-functional tiger team to resolve a critical integration failure affecting 12 accounts, restoring full service within 48 hours and recovering $840K in at-risk ARR.

Customer Success ManagerJun 2018 - Feb 2021

Brightpath Analytics, Denver, CO

Managed 120 mid-market SaaS accounts with a combined ARR of $3.8M, maintaining a 96% gross retention rate through proactive quarterly business reviews and tailored success plans.
Built and launched an internal churn-risk playbook adopted by 6 CSMs, reducing reactive escalations by 28% within two quarters of rollout.
Increased NPS from 32 to 61 over 18 months by partnering with the product team to surface and prioritize 14 high-impact feature requests sourced directly from customer interviews.

Customer Success AssociateAug 2016 - May 2018

Loopline Technologies, Chicago, IL

Supported onboarding and day-to-day success for 200+ SMB accounts, resolving 95% of support tickets within SLA and maintaining a 4.8/5 CSAT score across 1,100+ interactions.
Created a library of 22 self-serve help articles and 6 video walkthroughs that deflected an estimated 340 support tickets per quarter.
Co-piloted a customer community forum that reached 800 active members within 9 months, reducing one-to-one check-in volume by 19%.

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