Whether you're scaling your CS function, reducing churn, or looking to unlock expansion revenue, I bring the strategic frameworks and operational expertise to drive measurable results.
Let's Talk About Customer Success That Actually Moves the Needle.
Email
christineemahon@gmail.com
Linkedin
linkedin.com/in/christinemahon/
Phone
480-249-1141
Expertise
Customer Success Strategy
Leadership & coaching, client health scoring, time-to-value frameworks
Developed and launched a new customer success framework for a rapidly scaling startup, improving team efficiency by 30%.
Proven Impact Across Key Metrics
Real results from real programs—here's how strategic Customer Success leadership translates into measurable business outcomes across growth, retention, and operational efficiency.
Revenue Influence & Expansion
Influenced over $2M in net ARR annually through strategic account management, identifying upsell opportunities, and executing targeted expansion campaigns that aligned product capabilities with evolving customer needs.
Developed expansion playbooks that increased cross-sell rates by 25%
Created executive sponsor programs that accelerated deal velocity
Built business value frameworks that quantified ROI for customers
Retention & Churn Reduction
Achieved 30%+ improvement in retention rates by implementing structured CS playbooks, health scoring models, and proactive intervention strategies that addressed risk before it impacted renewals.
Reduced churn in key segments through early warning systems
Designed customer health dashboards used across leadership
Created renewal playbooks that standardized at-risk account recovery
Operational Excellence
Streamlined CS operations to scale efficiently while maintaining high-touch experiences, building systems and processes that enabled teams to manage 40% more accounts without compromising quality.
Implemented automation for routine touchpoints and reporting
Built segmentation models that optimized resource allocation
Created training programs that reduced onboarding time by 35%
Case Studies & Selected Work
Adoption & Health Score Framework
Defined key adoption metrics (TTV, module usage, integration depth). Enabled proactive outreach and accurate renewal forecasting. Equipped leaders with clear portfolio health visibility.
At-Risk Save Program
Segmented risk drivers: support, complexity, misaligned value. Created playbooks and workshops to rescue at-risk accounts. Improved save rates and strengthened brand trust.
Media & Client Strategy Background
Managed multimillion-dollar budgets & campaigns. Blended performance data with client storytelling. Built long-term, high-trust client relationships.