COLBY JAMAR
Nashville
Summary
Results-oriented professional with a strong focus on customer success, specializing in sales and customer service within SaaS environments. Proven track record in CMS, WCM, and Media SaaS, demonstrating exceptional organizational skills and a commitment to enhancing customer retention and satisfaction. Expertise in fostering positive interactions and driving measurable outcomes in customer engagement.
Overview
11
11
years of professional experience
Work History
Sr. Customer Success Manager
Molten Cloud
Cambridge
01.2021 - Current
- Supported company growth from $250K to $2.5M in ARR by driving customer success strategies and aligning closely with Sales, Product, and Onboarding teams
- Achieved 125% YoY Net Revenue Retention by deepening client relationships and identifying upsell and expansion opportunities
- Managed a diverse portfolio of media accounts, ranging from SMBs to Enterprise clients, ensuring high engagement and satisfaction
- Conducted product demos for prospective customers and existing users to drive adoption and sales conversions
- Co-led the onboarding process, ensuring a smooth and value-driven experience for all new customers
- Delivered ongoing customer support, training, and quarterly business reviews (QBRs) to align customer goals with product value
- Led weekly internal account health meetings to identify risks, strategize retention efforts, and surface upsell opportunities
- Acted as a customer advocate in weekly Product meetings, relaying feedback and prioritizing feature development
- Used Jira to manage and track customer support tickets, coordinating with the Development Team to ensure timely resolution
- Partnered with Finance to monitor payment health and proactively address potential subscription risks
- Facilitated upsell and add-on opportunities, managing all expansion-related customer communications and transactions
- Represented MOLTEN at global film markets and media festivals, providing in-person support and strengthening client relationships
Customer Success Manager
FilmTrack Contract and Rights Management
Studio City
01.2018 - 01.2021
- Managed 60 accounts, providing ongoing support, product training, and quarterly business reviews
- Coordinated with the Product and Support Teams to address customer needs and resolve support tickets
- Aligned with Finance to monitor customer payment status and ensure timely renewals
- Drove upselling and expansion, identifying opportunities to deliver additional value to customers
- Developed strong customer relationships and ensured satisfaction through effective communication and tailored solutions
- Acted as a customer advocate in weekly Product meetings, relaying feedback and prioritizing feature development
- Delivered customer quarterly business reviews (QBRs) to align customer goals with product value
Sales/Business Development Lead
FilmTrack Contract and Rights Management
Studio City
12.2016 - 01.2018
- Implemented best-practices to improve the inside sales process and designed the media sales qualification process, becoming the company standard
- Spearheaded the sales funnel process from lead creation to conversion, using Salesforce to track progress
- Generated over $2M in new opportunities, including clients like BBC, Turner Broadcasting, Netflix, Vice Media and Adidas
- Conducted outbound prospecting, securing meetings with C-level executives at major media events (e.g., Cannes Film Festival, NAB)
- Launched a successful cold-calling and outreach program, driving leads and new business
Sales Development Representative
CrownPeak Enterprise CMS
Los Angeles
06.2015 - 12.2016
- Contributed to a $50M private equity acquisition by K1 Investments
- Drove $3.8M in sales pipeline through strategic business development at trade shows
- Managed a pipeline of over $1.15M, prospecting and nurturing relationships for the regional sales team
- Utilized Salesforce, Marketo, and other tools to execute a successful outreach program, sending over 1,000 prospecting emails weekly
Account Executive
Aramark Uniform Services
Paramount
11.2013 - 06.2015
- Surpassed sales goals by 50%, generating new business in verticals such as nursing facilities, restaurants, and manufacturing plants
- Converted competitive accounts and tailored services to meet customer needs
- Excelled in cold calling, in-person prospecting, and contract negotiation, leading to substantial growth in revenue
Education
Bachelor of Science - Criminology
University of La Verne
La Verne, CA05-2008
Skills
- Salesforce and HubSpot
- Jira and Confluence
- Marketo and Outreachio
- LeadSpace and ServiceNow
- Zoom and Slack
- Customer retention strategies
- Success management practices
- Sales enablement techniques
- Business development skills
- Account management expertise
- Upselling and cross-selling
- Cross-functional collaboration
- Strategic planning abilities
- Problem-solving methodologies
- SaaS implementation knowledge
- Support and service delivery
- Event and conference management
Technical Skills
Salesforce, Hubspot, Jira, Marketo, Outreach.io, LeadSpace, Slack, Zoom, Chorus, Jira, Confluence, ServiceNow
References
References available upon request.
Timeline
Sr. Customer Success Manager
Molten Cloud
01.2021 - Current
Customer Success Manager
FilmTrack Contract and Rights Management
01.2018 - 01.2021
Sales/Business Development Lead
FilmTrack Contract and Rights Management
12.2016 - 01.2018
Sales Development Representative
CrownPeak Enterprise CMS
06.2015 - 12.2016
Account Executive
Aramark Uniform Services
11.2013 - 06.2015
Bachelor of Science - Criminology
University of La Verne
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