Chance Curtis
Phoenix
Summary
Results-driven Customer Success professional with expertise in managing large-scale portfolios and enhancing product adoption across North America. Skilled in designing engagement initiatives, analyzing usage data to reduce churn, and fostering cross-functional collaboration to elevate customer outcomes. Experienced in developing educational programs, resolving escalations, and converting customer feedback into actionable product insights.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Activated Insights
Rexburg
05.2024 - Current
- Managed a portfolio of around 1,800 customers across the US and Canada, driving adoption, satisfaction, and retention through proactive engagement and personalized support.
- Monitored customer growth metrics to identify upsell opportunities, mitigate churn risks, and improve customer health scores.
- Led weekly product training webinars, educating customers on features to increase product utilization and drive engagement.
- Navigated complex customer contracts, advising on terms, renewals, and usage rights to align business objectives and foster long-term partnerships.
HR Talent Recruiter
Becklar
Ogden
06.2023 - 01.2024
- Managed full recruitment process for 3 PERS alarm monitoring centers across Canada, screening applications, scheduling and conducting interviews, organizing station manager interviews, and onboarding new hires to ensure staffing needs were met.
- Collaborated with colleagues and station managers to standardize recruitment process, enhancing onboarding efficiency and improving candidate experience.
- Communicated daily with candidates and colleagues in English and French, facilitating clear and effective communication throughout recruitment process.
PERS Alarm Operator
AvantGuard – A Becklar Company
Rexburg
04.2022 - 06.2023
- Operated in fast-paced, high-stress environment, responding to life-threatening emergencies for thousands of subscribers, ensuring their safety.
- Coordinated communication with colleagues and emergency response services, facilitating quick response times and effective actions.
Student Instructor
BYU – Idaho College Success Program
Rexburg
04.2019 - 04.2022
- Planned and led weekly pedagogy lessons and team-building activities, fostering collaboration among cohorts of 15+ student instructors.
- Mentored fellow student instructors, enhancing lesson planning and pedagogy effectiveness.
- Facilitated engaging learning experiences and discussions for students in classroom and virtual settings.
Education
Bachelor of Arts - Political Science
Brigham Young University – Idaho
Rexburg, ID04-2024
Skills
- Customer Relationship Management
- Product Adoption & Customer Engagement
- Churn Mitigation & Retention Strategy
- Customer Education & Webinar Facilitation
- Data Analysis
- Bilingual: English and French
Fellowships And Additional Experience
- Stand Together Fellowships | Koch Internship Program, 01/2024 - 03/2024
- Independence Institute | Research Intern, 01/2024 - 04/2024
Timeline
Customer Success Manager
Activated Insights
05.2024 - Current
HR Talent Recruiter
Becklar
06.2023 - 01.2024
PERS Alarm Operator
AvantGuard – A Becklar Company
04.2022 - 06.2023
Student Instructor
BYU – Idaho College Success Program
04.2019 - 04.2022
Bachelor of Arts - Political Science
Brigham Young University – Idaho