Gong

Lead Customer Success Manager

Senior Customer Success Manager

• Achieved 88% logo retention in FY 2024, including 100% retention in Q2 & Q4
• Achieved 100% logo retention & 100% GDR retention in H1 FY 2023
• Achieved NDR of 131% in Q4 FY 2024 
• Led the CBU CS segment in driving adoption of advanced capabilities (47% increase across portfolio) in FY 2024
• Own a portfolio totaling approximately $4M
• Continuously produce raving fans among my customers through my highly consultative relationships, strategic mindset, and ability to produce desired customer outcomes 
• Skillfully partner with senior executives in thoughtful and deep discovery to identify business pain and strategically map Gong’s ability to solve against the identified pain
• Drive engagement & adoption and foster enthusiastic, passionate customers
• Continuously enhance the value of Gong products by consistently increasing the customer's comprehension of Gong's capabilities in relation to their business challenges and desired outcomes
• Foster strong partnership with my sales counterpart(s) for mutual success and a world-class customer experience
• Produce happy and successful customers who are excited to renew and expand their partnership with Gong

Customer Success Manager

Freshworks

• Achieved 135% of goal for Q3 2021
• Owned a portfolio of customers totaling approximately $3.2 million in ARR
• Identified and help strategize to successful close expansion opportunities within existing client base
• Established credibility and influence C-level stakeholders through a deep understanding of their use case, business objectives/KPIs, and industry trends
• Provided customer coaching and training to improve adoption of products and services
• Identified, clearly communicated and managed risk throughout the year through proactive touchpoints and took the lead in developing resolution strategies
• Identify and converted successful customers into advocates, measured by participation in reference calls, case studies, webinars and blogs
• Collaborated with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintained strong reference ability across my book of customers

Higher Logic

•  Sourced $250,000 in upsell opportunities in Q1 2020
•  Maintained a 96% gross retention rate in Q2 2020
•  Responsible for full cycle account management taking clients from adoption to renewal and expansion
•  Guide clients to realize full value from their contracted services, ensuring client success and maximizing retention
•  Identify upsell and cross sell opportunities by establishing consultative and trusted advisor relationship with clients
•  Ensure clients are aware of new and relevant products, services and benefits that will contribute to their success and align to mission objectives
•  Actively contribute to the growth and development of the Customer Success team by refining programs, processes, and best practices
•  Customer Success representative on Product Decision Team helping to influence and guide overall direction and priority of the product road map
•  Act as product super user and guru helping to educate clients and guide product development
•  Pull and report on department metrics to executive leadership
•  Co-lead project to build out CSM processes including client lifecycle and journey mapping
•  Provide training, leadership, and mentoring for new associates on team
•  Foster and maintain close relationships with technical support, implementation and product development to help improve product functionality and foster customer loyalty
•  Manage account activities and outreach through Gainsight and Salesforce

Enterprise Customer Success Manager

•  Founding member of Customer Success team
•  Managed a portfolio totaling nearly $7M in annual revenue, more than 3x the portfolio size of other CSMs on the team.
•  Maintained a personal gross retention rate of 97%
•  Served as the primary point of contact for clients and developed consultative relationships that ensure client success and satisfaction throughout their journey
•  Managed a portfolio of client accounts to ensure client retention and expansion goals were achieved
•  Recommended and implemented engagement best practices to help clients position their use of the Higher Logic platform for success
•  Supported clients in their strategic goals and priorities, and developed plans for attainment of these goals
•  Assisted clients in understanding functionality, leveraging available features, fixing bugs and troubleshooting
•  Identified client educational needs that best facilitated healthy adoption of the Higher Logic platform
•  Partnered with members of Higher Logic’s Community Management, Implementation, and Support teams as necessary to ensure well rounded service for my clients
•  Closely collaborated with Business Development Managers on join account planning activities to identify, propose, and help close upsell and cross sell opportunities
•  Established expert on Higher Logic’s product and consistently brainstormed how it can be used to further the mission of our clients
•  Member of Gainsight implementation team
•  Promoted in less than a year in recognition of my team contributions and proven track record with meeting and exceeding client retention and growth goals

•	Serve as an organization’s internal or external online community manager
•	Recommend and implement engagement tactics, including incorporating community into organization programming, communications strategy, annual conferences and events
•	Map goals and priorities for upcoming year, and develop tactical plan to support attainment of these goals
•	Create and maintain KPI dashboard to track client site performance
•	Train and assist clients in understanding functionality, leveraging available features, fixing bugs and troubleshooting
•	Conduct annual performance evaluation, and establish goals to support continuing community growth and any new organizational initiatives
•	Manage client support cases and communications with technical team
•	Coordinate status updates to report on outstanding and recently resolved issues
•	Proactively update client sites to the latest features and best practices

Community Manager

Strategic Communications Group

Fulfill tactical role as a team member in support of client engagements. Responsibilities include social media content development, social media promotion, public relations writing (press releases, case studies etc.), media relations, research, administrative support and client management. Responsible for marketing and social media efforts on behalf of Strategic Communications Group. Clients include Polycom Federal, Iron Bow Technologies, Pitney Bowes Software and Microsoft.

Account Associate

Women In Military Service For America Foundation, Inc

Assist in the planning, promoting, and execution of special events, many of which involve VIP guests, local and national celebrities, corporate executives, and high-ranking military officials. Contribute to the writing, layout, and editing of the monthly e-newsletter and other email marketing campaigns. Update and maintain the organization’s website. Launched and maintained organization’s social media properties and campaigns. Field donor inquiries, including naming opportunities. Assist in development and fundraising efforts. Handle media inquiries. Maintain member and media databases. Write and distribute press releases, bios and backgrounders. Update and maintain press kit. Design and prepare handouts and programs for special events. Create advertisements and promotional materials for various publications. Write articles, letters, etc. on behalf of president. Assist in preparing travel arrangements and scheduling for president. Act as initial point of contact for those contacting the organization via phone or email. Share some administrative duties including answering phones, greeting and directing guests, faxing, and filing.

Public Relations Assistant

USO of Metropolitan Washington

Proactive and hands-on intern who functioned as an intricate part of the staff. Trusted to oversee and carryout projects from conception to execution. Responsible for coordinating and supervising a silent auction, raising over $22,000. Worked in both the Administrative offices as well as the Communication department. Communication duties included creating, editing and distributing various collateral pieces including newsletters, press releases, donation acknowledgements, brochures, catalogs, programs, etc. Administrative duties included answering phones, directing calls, greeting and directing visitors, fielding inquiries via phone, email, or in person. Interacted with senior level military personnel on a daily basis.

Communications and Special Events Intern

Customer Success Manager | Gong

As a consistently high-achieving customer-centric professional, I attribute much of my success to my unique ability to identify and prescribe the strategic activities and workflows that will drive high-impact change and achieve the customer's desired outcomes. I am also deeply skilled in being able to guide my customers through effective change management to get the necessary adoption and workflows in place in order to see their desired outcomes become reality.

Taplio

Calista Rollogas Semko's Linkedin Analytics

Calista Rollogas Semko

🚀 Unlock the Analytics Magic!

Ready to grow your LinkedIn presence?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Calista Rollogas Semko's Linkedin Analytics

Calista Rollogas Semko

🚀 Unlock the Analytics Magic!

Ready to grow your LinkedIn presence?

Calista Rollogas Semko's Linkedin Analytics