Customer Success Manager - Enterprise at Textio
In case you were wondering, Cherrie is pronounced like the fruit, but I'm named after the blossom! I use she/her pronouns. Saying "yes!" to a variety of opportunities has given me a range of experiences that are challenging to condense into a bio. I've been a bartender, a janitor, a documentary assistant, a Japanese-English horror novella translator, a freelance photographer, and a writing tutor. I worked in language education, hospitality, travel, and the nonprofit sector before pivoting to SaaS. Ultimately, I enjoy engaging directly with people, listening to their stories and needs, understanding their learning styles, and making meaningful connections along the way. In my spare time, I enjoy photography, hiking, cold plunging in the Puget Sound, ultimate frisbee, and spending quality time with my two Australian Shepherds, Shadow and Mochi.
Ask me about
Feb 2021 - Present
Customer Success Manager - Enterprise
Textio is the world's leading augmented writing platform. Textio combines AI and natural-language processing techniques powered by a dataset of more than a billion documents (and growing monthly) to understand which linguistic patterns affect job descriptions, recruitment outreach, and employer brand content. Writing in Textio helps eliminate bias from your communications and avoid undermining your commitments to inclusion. Clients are sector-agnostic and range from start-ups to blue-chip organizations, including NASA, Apple, P&G, J&J, Twitter, McDonalds, and the National Basketball Association (NBA) + ~30% of the Fortune 500. I partner with clients to empower them to write more inclusively and intentionally.
Sep 2019 - Feb 2021
Enterprise & Strategic Customer Success Manager
SeekOut is a series B recruiting tech startup that empowers enterprises to go beyond LinkedIn to recruit hard-to-find technical and diverse talent. SeekOut’s comprehensive database of whole-person profiles, intuitive AI search, and personalized messaging gives companies the ability to find and engage in-demand professionals. My day-to-day responsibilities included: - Onboarding, training, proactive outreach, and account management for up to 85 enterprise and strategic clients - Developing and iterating on best practice account management and sales handover strategies for enterprise and strategic clients - Negotiating and closing renewal agreements for up to 50 accounts each quarter including numerous "win-backs" - Providing best practice guidance to clients on search strategies and candidate outreach content Highlights: - Researched, built, and deployed Lead Generation Bot that resulted in over $132k net new sales in first 4 months - Managed UI redesign customer communication and training project from start to finish - Served as interim customer-facing Product Update Blog manager - Wrote new or updated 100+ support resources and technical guides - Trained and mentored new hires in Customer and Sales teams
Nov 2018 - Sep 2019
Senior Customer Success Manager
As a Senior team member, the scope of my work broadened to all previous responsibilities plus: - Managing relationships from Implementation to post-launch with clients with total ARR of $1.6m+ - Refining Account Ownership processes - Onboarding, training, and development of Customer and Sales team members - Managing 20+ concurrent software implementation projects with external project teams - Communicating periodic project status updates, dependencies, and escalations to internal and external teams and stakeholders - Negotiating renewal and upgrade agreements
Dec 2017 - Nov 2018
Customer Success Manager
As a Customer Success Manager, my role was to manage the full client lifecycle from implementation to post-live support relationship, engaging customers, assisting on large projects, building and managing a book of business, and ensuring the continued growth of the Customer Success program. What Trakstar does: Our vision is to up-level employee performance from hire to retire. We offer a suite of products that allow us to partner with small and medium-sized businesses Human Resource and Employee Engagement departments. Trakstar specializes in ongoing feedback, engagement surveys, and succession planning. A day in the life: - Know our software inside and out in order to show customers how to successfully use the software to meet client goals and needs. - Proactively reach out to assigned accounts to ensure the software is meeting their objective - Create success plans with clients to be able to help them achieve their long-term goals - Learn, define, and share best practices with customers. - Be the voice of our customers, advocate for their needs and collaborate with product and engineering to inform the product roadmap. - Collaborate with Product, Engineering, Sales, and Marketing to build a community of customer advocates. - Proactively reach out to customers to ensure their needs are being met.
Nov 2013 - Dec 2017
PAX - Program of Academic Exchange
PAX Laurasian Exchange, a 501c(3) international not-for-profit educational organization, is the parent organization of Laurasian Institution and PAX. Laurasian Institution is a not-for-profit educational organization specializing in meaningful, high-quality, exchange and education programs driven by their curricular design. Annually, Laurasian supports approximately 2,000 participants of varying ages on short-term and group programs. The institution was founded in 1990 and has been honored to operate programs sponsored by both the U.S. Department of State and the Japanese Ministry of Foreign Affairs. The organization operates offices in Tokyo, Seattle, and New York. PAX places and supervises around 1,000 secondary school students from 70+ countries in homestays across the U.S. PAX has had the honor of being selected by the U.S. Department of State to serve as a sponsor of students on the Future Leaders Exchange (FLEX) and Kennedy-Lugar Youth Exchange and Study (YES) programs. My responsibilities included: - All operations and logistics, participant recruitment, scholarship allocation, tour itineraries, budget consolidation and marketing overhaul for $1m outbound short-term program, New Perspectives: Japan - Launching marketing strategies (doubled program participation numbers in first recruitment cycle) - Participant recruitment, visa guidance, and marketing overhaul of PAX Abroad, long-term outbound exchange globally - All operations of annual 10-day orientation programs in Seattle for 100+ inbound high school students - Maintaining program financial records in compliance with U.S. Department of State and Japanese Ministry of Foreign Affairs regulations - Communicate periodic project status updates, dependencies, and escalations to other internal teams, student participants, parents, teachers, governmental entities, and network of coordinators across 48 states - Developing and building databases for all outbound programs
May 2007 - Dec 2017
Freelance Translator (Japanese to English)
I primarily translate press releases and ad copy from Japanese to English with occasional English to Japanese work. I have also translated legal documents and fiction. Previous works include short stories published in a horror/science fiction anthology titled "Dark Sun Rising".
Apr 2013 - Oct 2013
Cross World Oomori Intercultural Housing Cooperative
Bilingual Community Manager & Cultural Consultant
Located in the heart of Tokyo, Cross World Oomori is a language and cultural exchange "sharehouse" (housing cooperative) for roughly 30 international residents and Japanese businesspeople who wish to enhance their English conversational skills and cross-cultural awareness. During its formation, I provided marketing strategies for the international population in Japan, created English language ad copy, and translated all legal documents from Japanese to English. Daily responsibilities as a live-in community manager included: - Spearheaded the setup and launch of marketing strategies for international community in Japan - All operations and logistics of day-to-day, community events, and troubleshooting - Developed operating guidelines to increase efficiencies and reduce operational risks of launching subsequent similarly-scoped intercultural cooperative rollouts
Feb 2012 - Oct 2013
Since 1966, Berlitz Japan has been dedicated to offering customized language instruction of the highest quality. In the Yokohama area, I provided customized English language lessons and specific feedback to a wide range of students including young learners (ages four and above), business executives, and retirees. I also occasionally provided translation services for students and staff.
Jan 2012 - Feb 2012
Bilingual Production Assistant
With an ever increasing movement of people between places in this transnational age, there is a mounting number of mixed-race people in Japan, some visible others not. “Hafu” is the unfolding journey of discovery into the intricacies of mixed-race Japanese and their multicultural experience in modern day Japan. The film follows the lives of five “hafus”–the Japanese term for people who are half-Japanese–as they explore what it means to be multiracial and multicultural in a nation that once proudly proclaimed itself as the mono-ethnic nation. For some of these hafus Japan is the only home they know, for some living in Japan is an entirely new experience, and others are caught somewhere between two different worlds. As a post-production assistant, I transcribed updates to and matched subtitles for the running script, translated surveys, and edited email listservs.
2008 - 2011
Bachelor of Arts, Major in Anthropology, Minor in Writing
2011 - 2011
School for International Training
Samoa: Pacific Communities and Social Change
1993 - 2008
Seisen International School