Carly is a Strategic Customer Success Manager at Heap. During her time there, she has achieved 112% Net Retention, Earned 'CSM of the Quarter' Award. Carly has partnered with Strategic customers on the East Coast to drive Heap adoption, translate business objectives to use cases and deliver ongoing business value to secure renewals. She works alongside Account Management to develop long-term account plans, identify opportunities for expansion and gain warm introductions to new business units. Currently, she leads the CS specialization for B2B SaaS, developing both internal and external assets to roll out tailored customer journeys based on user persona.