Rachel Weller
Director of Customer Success @ Canary Technologies | US and EMEA | Passionate about people and team development | Personal & professional development nerd
Updated 9 months ago
17+
Years Experience
13
Roles
23
Skills
5
Education
About
I am an experienced Customer Success leader with over 9 years of proven expertise in building high-performing, efficient teams and driving customer retention, growth, and satisfaction. As the Director of Customer Success at Canary Technologies, I lead a dynamic team of Customer Success Managers supporting our high-touch, multi-product clients across the US and EMEA regions. Additionally, I spearhead our Scaled CS strategy, having built the team from the ground up. My passion lies in deeply understanding both customer and team needs, delivering measurable value, and fostering exceptional customer experiences that drive long-term success. Throughout my career, I have successfully established and led high-efficiency global Customer Success teams in fast-paced, hyper-growth environments across primary and secondary markets (NYC, EMEA, LATAM). I’ve guided teams through complex transitions, including acquisitions and change management, while maintaining a focus on performance excellence. People and relationships are at the core of my leadership philosophy. I strive to lead by example, fostering clear communication and cultivating strong, lasting relationships within my team, cross-functionally, and with our clients. My commitment is to deliver value at every to individuals and organizations alike, ensuring mutual growth and success. I believe in maintaining a growth mindset while striving for excellence and I am a personal and professional development nerd. Let's connect!
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Experience (13 roles)
Director of Customer Success
CurrentCanary Technologies · Full-time
5 roles · Oct 2016 - May 2024
Manager, Customer Success, Multi-Product, EMEA Clients
● Responsible for overseeing Yotpo’s ±500 strategic UK + EMEA brands with total ACV exceeding c $20M ARR ($10K-40K USD contracts); successfully led team to meet aggressive NRR, GRR & logo retention goals 3 out of last 4 quarters ● Responsible for a team of 8 CSMs across multiple time zones ● Develop...
Manager, Scale Touch Customer Success, North America clients
- Fulfilled director-level responsibilities during a 5 months gap in leadership. - Led a team of 8 CSMs across 3 customer cohorts, creating a 3-tiered engagement program: : Reactive, Scaled, and High Touch. - Responsible for capacity planning, setting KPIs and determining comp. structure for CSM tea...
Manager, Customer Success North America
● Led a team of 8 SaaS CSMs managing $17MM in ARR and Senior CSM who directly supervised 3 CSMs. ● Consistently achieved quarterly retention goals, resulting in a net ACV retention rate of 90-108%. ● Developed and implemented a playbook for CSMs using Gong, a revenue intelligence tool, and presented...
Senior Client Success Manager
● Managed a portfolio of 80 high ACV clients, collectively worth $2M in ARR. ● Managed Yotpo’s highest value Enterprise client, collaborating with Product + R&D to impact product roadmap & prioritization on their behalf, resulting in a substantial increase in ACV from $150K to $185K YoY. ● Recognize...
Customer Success Manager
Cultivated strong relationships with C-level and VP executives, resulting in increased revenue through cross-sells and up-sells. Managed overall success and retention of a portfolio of 130 clients worth 1.2M in ARR, emphasizing exceptional service to drive revenue opportunities and ensure client sat...
Analyst
While at Goldman Sachs, I was an Analyst overseeing the operations of the firm’s Collateral Management team. I facilitated transactions of collateral, which included the reconciliation and monitoring of the trading desk’s activities through data analysis and reporting. I also managed relationships w...
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Education (5)
Universidad Autónoma de Madrid
2012 - 2012
Took an intensive Spanish Language/Conversation class here during Spring '12, while studying abroad in Madrid.
Skidmore College
2010 - 2013
Grade: 3.97 Activities and societies: Phi Beta Kappa, Summa Cum Laude, Sigma Delta Pi, Study Abroad in Madrid, Spain
University of Maryland
2009 - 2010
Skills (23)
Languages (2)▼
Volunteer Experience (2)▼
Volunteer for Adoption Drives
Mighty Mutts & Ollie's Place
Jul 2016 - Dec 2019 · 3 yrs 6 mos
Kerem House Committee
Kerem House
Honors & Awards (3)▼
Sigma Delta Pi
Issued by Skidmore College
Associated with Skidmore College National Spanish honor society
Phi Beta Kappa
Associated with Skidmore College
Summa Cum Laude Society
Issued by Skidmore College · Jan 2013
Associated with Skidmore College
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