KENDRA M LEDGER
Union City
Summary
Results-driven Customer Success Manager with 10+ years of experience in enterprise customer success, account management, SaaS solutions, renewals, retention, and revenue expansion. Proven expertise in customer lifecycle management, onboarding, adoption, QBRs, EBRs, churn prevention, and executive stakeholder engagement. Strong cross-functional collaborator with Sales, Product, Support, and Marketing teams to drive ARR growth, NRR, renewals, upsell, and cross-sell. Seeking a Customer Success role focused on customer value realization and long-term growth.
Overview
18
18
years of professional experience
Work History
Enterprise Customer Success Manager
Veeam Software
12.2022 - Current
- Manage a portfolio of enterprise SaaS and on-prem customers, driving product adoption, renewal management, and retention (95%+).
- Conduct Quarterly Business Reviews (QBRs) and strategic account planning aligned to business outcomes, KPIs, and customer success metrics.
- Partner cross-functionally with Sales, Renewals, Support, Product, and Marketing to drive renewals, upsell, cross-sell, and expansion revenue.
- Monitor customer health scores, usage data, risk indicators, and lifecycle stages using Gainsight, Salesforce, and internal analytics.
- Actively mitigate churn risk, manage escalations, and improve customer satisfaction (CSAT).
Customer Success Manager
Veeam Software
04.2017 - 12.2022
- Owned strategic enterprise accounts across multi-state territories, maintaining 95%+ retention and strong net revenue retention.
- Led customer onboarding, adoption, enablement, and success planning to ensure value realization.
- Drove upsell and cross-sell motions, contributing to 109% quota attainment.
- Served as escalation owner for complex technical and account issues, reducing churn and protecting recurring revenue.
- Created enablement, training, and playbooks to improve CSM performance and onboarding efficiency.
Global Events Marketing Specialist
Veeam Software
Alpharetta
03.2020 - 12.2020
- Facilitated the first Veeam onsite training for customers to enhance their technical background in preparation for Veeam certification, fostering stronger client relationships.
- Proven experience in building and/or managing a results-orientated global marketing function.
- Responsible for invitation distribution, program logistics, and event budgets.
- Worked with multiple departments and teams to draft and complete event details.
- Created timelines for employees to follow throughout the event.
- Identified prospects, researched, and analyzed development options in order to predict business opportunities.
Enterprise Account Specialists
Veeam Software
Alpharetta
03.2016 - 01.2017
- Managed renewals pipeline, contract management, forecasting, and renewal negotiations for enterprise customers.
- Identified at-risk accounts, executed retention strategies, and collaborated with internal teams to preserve revenue.
- Supported renewal forecasting, pipeline hygiene, and revenue reporting.
Senior Renewals Specialists
Veeam Software
Alpharetta
04.2012 - 03.2016
- Managed the renewals lifecycle for strategic and enterprise accounts, ensuring timely contract renewals and minimizing churn.
- Collaborated with team leaders and leadership to provide guidance, mentorship, and best practices for the renewals team.
- Assisted in managing high-value renewals initiatives, supporting key strategic objectives and reinforcing team direction.
- Proactively monitored expiring agreements pipeline, executing timely actions to ensure uninterrupted maintenance coverage and maximize recurring revenue.
- Partnered cross-functionally to identify at-risk accounts, escalating issues and implementing solutions to preserve customer relationships and retention.
Sales Specialist
Bank of America
Alpharetta
01.2008 - 04.2012
- Achieved or exceeded monthly sales KPIs while maintaining high quality assurance and customer satisfaction scores.
- Converted inbound service inquiries into sales opportunities using consultative selling techniques.
- Built long-term client relationships through needs analysis, objection handling, and solution selling.
- Tracked and analyzed sales performance metrics and reports.
Education
Bachelor of Arts -
Morris Brown College
Atlanta, GA01.2003
Skills
- Leadership Skills
- Issue Resolution
- Training and Engagement
- Customer Success Management
- Customer Service
- Customer Health Scoring
- Salesforce
- QBRs & EBRs
- Upselling & Cross-Selling
- Enterprise Account Management
- Microsoft Office (PowerPoint, Excel, Word)
- Administrative Experience
- Customer Retention
Awards
- 2023 Veeam Excellence Award, Recognized for exceptional performance in customer success and enterprise account management.
- 2023 Trailblazer Award, Honored for innovative solutions and proactive customer engagement strategies.
- Q3 Ambassador Award, Awarded for leadership and contributions to cross-functional collaboration and team development.
Timeline
Enterprise Customer Success Manager
Veeam Software
12.2022 - Current
Global Events Marketing Specialist
Veeam Software
03.2020 - 12.2020
Customer Success Manager
Veeam Software
04.2017 - 12.2022
Enterprise Account Specialists
Veeam Software
03.2016 - 01.2017
Senior Renewals Specialists
Veeam Software
04.2012 - 03.2016
Sales Specialist
Bank of America
01.2008 - 04.2012
Bachelor of Arts -
Morris Brown College