Principal Customer Success Manager, Strategic Accounts
April 2019 - Present
  • Consult remotely and in person with HubSpot’s highest value customers on their sales, marketing, and service models. Help them develop and iterate on their marketing and sales operations, data structure, and G2M motions and build reporting to measure execution and results.
  • Work with segment leadership to improve the operating model for scale, including conducting and presenting segment analysis on revenue retention and downgrade risk. Wrote a proposal for a new Growth Product Team focused on driving strategic usage in-app.
  • Interview and mentor new hires. Helped rewrite the interview kit with a focus on diversity & inclusion.
  • Built and deliver trainings on Creative Problem Solving and Customer Risk Identification & Mitigation for all CSM and Pro Services team members. Helped develop the global Business Acumen training for all Customer Success employees.
  • Attended the Emerging Leader Program.

Premier Inbound Consultant, Strategic Accounts
February 2018 - March 2019
  • Consulted with HubSpot’s highest value customers on their sales, marketing, and service strategies; operations; and HubSpot usage. Delivered quarterly audits on their execution and results for the previous quarter along with recommendations for the next.
  • Helped develop the Strategic Accounts program as the third global hire for the developing segment. Rebuilt the global internal wiki for Professional Services.
  • Global Customer Success top performer for H1 FY2018. Five time Monthly Global CS Top Performer.

Senior Customer Success Manager, Corporate
May 2017 - Present
  • Manage the relationship with 120 Corporate and Enterprise customers through bi-monthly strategy, marketing and sales best practices, and business operations consulting calls
  • Assist customers with their sales and marketing operations reporting, workflows, and integrations
  • Coordinate with Services and Product Management on customer feedback and product roadblocks
  • Maintain a high customer dollar retention through proactive consultation and remediation efforts

​Senior Customer Success Manager, Mid-Market
July 2016 - April 2017
  • Managed the relationship with 185 Mid-Market to Enterprise customers through regular strategy and project + campaign execution consultations, contract negotiations, and internal advocacy
  • Consistently exceeded monthly revenue retention goals in 15 of 19 months by an average of +14%
  • Worked directly with Sales and Renewal Management teams to drive additional revenue through new feature adoption and multi-subscription sales
  • Was responsible for training new CSMs and other Services hires on developing consulting skills, strategic data and report analysis, lead conversion rate optimization, and content marketing
  • Helped to plan, write, and film HubSpot’s new Content Marketing Certification
  • Wrote and delivered trainings on common B2B sales processes and how to drive operational efficiency
  • Mentored new hires on the Customer Success Team and helped management review organizational initiatives as a senior member of the team

Customer Success Manager, Mid-Market
May 2015 - June 2016
  • Maintained relationships with executives and sales and marketing teams at 185 SMB and Enterprise companies with HubSpot subscriptions
  • Exceeded monthly retention goals with a +110% retention average in 2015
  • Worked with a direct sales team to help them close new business and ensure messaging consistency
  • Identified the need for and co-wrote a sales coordination playbook between the Direct and Partner teams
  • Completed month long Services New Hire Training focusing on developing consulting plans, Inbound Marketing and Sales strategy, report analysis, negotiation, and relationship management
  • Received the Services New Hire Training MVP award [peer voted]
Associate Applications Sales Representative
July 2014 - May 2015
  • Provided companies with effective applications that help simplify sales operations; automate marketing, commerce, and social media operations; increase productivity; and prove ROI
  • Fiscal Year 2015, Quarter 3 Budget closed at 112%
  • Completed a 6 week advanced sales training program focused on customer account management, social engagement, business development, product specialization, and branding – received Top Scholar Award
  • Certified to deliver Oracle Sales Cloud Demos

Boston College

Boston College Casey Linehan
International Student Orientation Coordinator
Summer 2013
While working as the International Student Orientation Coordinator, Casey fulfilled the following responsibilities:
  • Prepared the International Assistant Program (see Leadership Page) for the following academic year
  • Created a database of personal information of 375 International Students and Assistants
  • Coordinated the communication between 75 International Assistants and 300 International Students
  • Organized and led the training for International Assistants
  • Assisted with the planning and preparation for the International Student Orientation

Point Reyes

Point Reyes Summer Camp Casey Linehan
Counselor/Intern-Naturalist at the Point Reyes National Seashore Association Summer Camp
Summer (2009, 2010, 2011)
While working as a Counselor, Casey held the following responsibilities:
  • Educate, promote safety of, and model leadership for campers while guiding backpacking and other outdoors trips
  • Provide essential assistance to naturalist with environmental education