Spencer V. Lupton
Customer Success Manager, Commercial construction
Boulder, CO · (720) 555 0143 · name@example.com · linkedin.com/in/spencervlupton
Key Qualifications
EXPERIENCE
Nine years in customer success and account management for construction technology
INDUSTRIES
Commercial construction, specialty trades and building materials
SPECIALTIES
Enterprise renewals, expansion, adoption programs and executive relationships
SYSTEMS
Salesforce, Gainsight, Procore, Zendesk, Tableau, Zoom
CREDENTIALS
Certified Customer Success Manager, Success Coaching, and Procore certified administrator
EDUCATION
Bachelor of Science in construction management, Colorado State University
Executive Summary
Customer success manager with nine years in construction software, carrying a portfolio of 34 enterprise builders worth 8.6 million dollars in annual recurring revenue. Runs quarterly business reviews with vice presidents of operations, and spends real time on job sites because the software fails in ways a conference room never shows.
Signature Achievements
- Holds gross revenue retention at 96 percent across a portfolio of 34 enterprise builders for three consecutive years.
- Grew portfolio annual recurring revenue from 6.1 million to 8.6 million dollars through expansion into two new modules.
- Recovered a 900,000 dollar account that had given notice by rebuilding the rollout plan with the customer's own field leaders.
- Cut average time to first productive use from 71 days to 38 days with a revised onboarding sequence.
- Built a peer group of eleven customers that now meets quarterly and produces most product feedback the team receives.
- Trained six new customer success managers, four of whom now carry enterprise portfolios of their own.
Professional Experience
Customer Success Manager
Alpine Grade Construction Software, Boulder, CO 2021 to present
Owns 34 enterprise accounts worth 8.6 million dollars in annual recurring revenue across the Mountain West and Southwest.
- Runs quarterly business reviews with operations executives and ties usage data to project outcomes.
- Owns renewal forecasting and negotiates multiyear agreements alongside the account executive.
- Builds adoption plans by trade and follows them through to field level usage.
- Escalates product defects with reproduction detail and tracks each one to release.
- Visits active job sites twice a quarter to see how crews actually use the product.
Senior Customer Success Specialist
Front Slope Project Systems, Longmont, CO 2018 to 2021
Managed 90 mid market accounts at a project scheduling software company.
- Ran onboarding, training and renewal conversations for a high volume portfolio.
- Built the training curriculum used for all new customer administrators.
- Reduced support ticket volume across the portfolio by publishing a job site quick guide.
Project Coordinator
Cache Creek Builders, Fort Collins, CO 2016 to 2018
Coordinated schedules and submittals for a commercial general contractor with 120 employees.
- Tracked submittals, requests for information and closeout documents on six active projects.
- Administered the project management software the company had just adopted.
- Trained field superintendents on daily reporting from a tablet.
Licensure and Certification
Certified Customer Success Manager, Success Coaching
Procore certified administrator
Occupational Safety and Health Administration ten hour construction card
Education
Bachelor of Science in construction management, Colorado State University, 2016
Core Skills
Enterprise renewals · Revenue retention · Expansion selling · Quarterly business reviews · Adoption planning · Executive relationships · Gainsight · Salesforce · Onboarding design · Customer advocacy