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I'm a client success leader with 10+ years of experience managing and growing enterprise SaaS portfolios. I own renewal strategy, drive retention, and increase product adoption through data-driven executive business reviews and consultative partnerships. I translate complex analytics into actionable insights for senior stakeholders and align product value with organizational goals. I thrive on leveraging technology to deliver measurable impact and lasting partner success.\n\nI enjoy building scalable enablement programs, content, and training that empower teams to excel, and I collaborate cross-functionally to align objectives with strategic business outcomes.…I'm a client success leader with 10+ years of experience managing and growing enterprise SaaS portfolios. I own renewal strategy, drive retention, and increase product adoption through data-driven executive business reviews and consultative partnerships. I translate complex analytics into actionable insights for senior stakeholders and align product value with organizational goals. I thrive on leveraging technology to deliver measurable impact and lasting partner success.\n\nI enjoy building scalable enablement programs, content, and training that empower teams to excel, and I collaborate cross-functionally to align objectives with strategic business outcomes.

Jessica Mendoza Tan

Project Manager, Content Producer, Instructional Designer, +2

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I'm a client success leader with 10+ years of experience managing and growing enterprise SaaS portfolios. I own renewal strategy, drive retention, and increase product adoption through data-driven executive business reviews and consultative partnerships. I translate complex analytics into actionable insights for senior stakeholders and align product value with organizational goals. I thrive on leveraging technology to deliver measurable impact and lasting partner success.\n\nI enjoy building scalable enablement programs, content, and training that empower teams to excel, and I collaborate cross-functionally to align objectives with strategic business outcomes.…I'm a client success leader with 10+ years of experience managing and growing enterprise SaaS portfolios. I own renewal strategy, drive retention, and increase product adoption through data-driven executive business reviews and consultative partnerships. I translate complex analytics into actionable insights for senior stakeholders and align product value with organizational goals. I thrive on leveraging technology to deliver measurable impact and lasting partner success.\n\nI enjoy building scalable enablement programs, content, and training that empower teams to excel, and I collaborate cross-functionally to align objectives with strategic business outcomes.

Available to hire

I’m a client success leader with 10+ years of experience managing and growing enterprise SaaS portfolios. I own renewal strategy, drive retention, and increase product adoption through data-driven executive business reviews and consultative partnerships. I translate complex analytics into actionable insights for senior stakeholders and align product value with organizational goals. I thrive on leveraging technology to deliver measurable impact and lasting partner success.\n\nI enjoy building scalable enablement programs, content, and training that empower teams to excel, and I collaborate cross-functionally to align objectives with strategic business outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Work Experience

Senior Client Success Enablement Partner at Lytx

June 1, 2014 - January 1, 2026

Led enablement program for Client Intelligence portfolio including executive business reviews, executive reporting suite, and custom analytic solutions. Drove measurable ROI for enterprise clients via adoption programs, executive reviews, and consultative guidance. Standardized executive business review slideware, reducing development time by 30%. Implemented methodology for strategic business reviews to deliver consistent insights, actionable calls to action, and measurable client outcomes. Visualized client ROI metrics—fleet risk reductions, safety score improvements, driver behavior risk trends, and product adoption rates. Expanded enablement content by developing 6 insights toolkits with 30+ assets, engaging 70+ users with an average of 5.5 views per user. Accelerated new-hire ramp and self-service learning through reusable assets, reducing reliance on live training and boosting early productivity. Managed content portfolio for accuracy and accessibility. Collaborated with CS Lea

Senior Client Success Advisor at HME

April 1, 2023 - June 1, 2024

Managed $10M ARR enterprise portfolio with direct ownership of account health, renewal strategy, and executive stakeholder relationships; drove retention and renewal outcomes through proactive value articulation, risk mitigation, and strategic account planning. Developed adoption content and facilitated training for new product features; drove feature adoption and reduced support escalations. Served as Voice of the Customer to R&D, translating client feedback into prioritized product requirements and roadmap items. Improved internal processes and content governance to enhance employee efficiency and client experience. Mentored Client Success teams to enhance customer industry and product knowledge.

Senior Client Success Manager at Breakthrough

November 1, 2021 - April 1, 2023

Owned post-sale lifecycle for 40+ accounts worth $1.7M ARR, driving adoption, identifying expansion opportunities, and supporting renewal execution through consultative engagement. Conducted discovery to align product strategy with client business goals, organizational structure, and success metrics. Facilitated consultative trainings to highlight client goals and enhance product adoption. Synthesized VOC insights to influence product roadmap and reduce friction points across onboarding and support. Led recurring calls and quarterly business reviews, assessing program metrics to support operations and orchestrate ROI. Streamlined processes to close operational gaps and improve delivery efficiency.

Team Lead Client Success Manager at Lytx

May 1, 2018 - November 1, 2021

Managed 21 mid-market accounts ($2.2M ARR) with a 90% renewal rate, proactively identifying churn risk, executing recovery strategies, and leading renewal negotiations. Served as product and process SME, leading continuous process improvement efforts to upskill team performance and enhance client experience. Monitored team KPIs and SLAs to ensure operational compliance and execution of projects. Architected 15 SOPs to improve team efficiency. Established proactive outreach programs that increased client engagement by 200% from Q1 2021 to Q2 2021 and reduced churn by 3%. Advised clients on industry best practices and trends to help achieve faster product ROIs. Improved new-hire onboarding by launching a 12-week program. Orchestrated weekly office hours to provide expanded mentorship to CSMs. Partnered with Product Management, Order Management, Finance, Support, and Sales to align on processes, communications, internal training, and client experience.

Senior Client Success Manager at Lytx

December 1, 2015 - May 1, 2018

Managed 130+ accounts ($5.7M ARR); delivered QBRs and program implementation best practices to drive retention and expansion. Cultivated executive-level relationships to strengthen retention and uncover expansion opportunities. Provided support, training, and program implementation best practices for clients. Coordinated internal stakeholders to ensure clients' needs were met and escalations were addressed timely. Led renewal conversations, mitigated churn risk, and partnered cross-functionally to secure continued partnership and account growth. Acted as product SME for fleet tracking, training clients and internal teams to accelerate adoption and reduce support load.

Account Manager Inside Sales at Verizon Telematic – Networkfleet

July 1, 2011 - December 1, 2015

Supported 800+ customer accounts with onboarding, training, and program implementation; converted reseller accounts to direct relationships. Answered inquiries on the Inside Sales line and Live Chat, selling product and service to Small and Mid-Market prospects with opportunities of more than 20 vehicles. Mitigated churn by working with at-risk accounts and resolving escalated issues. Managed reseller-to-direct project: data collection, contacting customers, needs analysis, negotiation, conversion to Direct accounts, and reporting management. Developed Account Manager training program for resellers to improve product knowledge and sales conversion.