Aaron Hilling
Remote / Hybrid Working
Summary
Accomplished professional with over 12 years of experience in account and project management in the SaaS sector, specializing in strategic accounts. Dedicated team leader and former service member, committed to achieving outstanding outcomes.
I am committed to driving results and ensuring customer satisfaction. My expertise spans client success, sales, client advocacy, strategic planning, and technical project/product management. Renowned for my adaptability under pressure and innovative problem-solving, I excel at understanding each client’s unique needs. I am dedicated to crafting and executing scalable strategies that enhance retention and fuel client growth.
Overview
19
19
years of professional experience
Work History
Senior Accounts Manager
Veriff
New York, New York
01.2024 - Current
- Manage a portfolio of global platinum strategic accounts with an average ARR of $1.5M, partnering with some of the world’s largest brands to deliver tailored identity verification solutions.
- Oversee all post-sales activities, including account growth, retention, customer satisfaction, and product expertise, ensuring exceptional client outcomes.
- Navigate complex contract aspects, including negotiations, renewals, and compliance, to align with client needs and business objectives.
- Develop and implement scalable strategies to drive client retention and expansion, fostering long-term partnerships.
- Serve as a product expert, advising clients on optimizing Veriff’s identity verification solutions to meet their unique business requirements.
- Collaborate cross-functionally with sales, product, and support teams to enhance customer satisfaction and achieve strategic account goals.
Principal Strategic Customer Success
UBERALL (SaaS)
Remote
08.2021 - Current
- Principal Customer Success Manager, North America at Uberall
- $20M+ in ARR for the company's largest strategic customers. Leveraged attention to detail, organizational skills, and innovation.
- 98% Retention rate over 2 renewal cycles
- $200K ARR Upsell single feature upsell for a strategic client.
- Project Management and Advancement of strategic partnerships.
- Technical Project Management & Support
- Expert Panels and Conferences for strategic brand accounts.
- New Partnership Initiatives collaborated with Uberall leadership on with Google, Meta, and Apple, increasing exposure and launching strategic products.
- Leadership Reported to the Director of CS & C-Level
Strategic Customer Success
SilverTrust Funding (SaaS)
Remote
08.2020 - 08.2021
- 20+ Team Members: trained, mentored, and responsible for client success and product growth.
- 95% Client NPS /CSAT: Revamped streamlined task system to provide more effective workflows for multi-departments and client experience.
- Board & Executive Leadership: Provided performance data / OP statement, retention and forecast data to drive company roadmap that currently drive $25Mil in revenue.
- 40% Increase in MRR, with implementation of technical processes and systems.
Senior Customer Success, Manager
SOCi (SaaS)
San Diego
03.2017 - 01.2020
- Team of 15 w/ 5 Indirect managed all aspects focused on enterprise customer success activities.
- $10M+ in ARR for the company's enterprise customers. .
- Training & Adoption speared headed the rollout of a virtual based training and platform adoption knowledge base.
- $150K in Upsell
- Onboarding cross lead the onboarding dynamics
- Project Managed/Cross Department Collaborated closely with internal teams to create cross department customer success playbook.
- Leadership reported weekly directly to the Chief Success Officer and VP of CS.
Senior Customer Success Manager
Rosano Partners
Los Angeles
02.2015 - 02.2017
- Customer Success & Revenue Growth
- Lead a Team of 5.
- $5M in ARR
- $500K Upsell during my time with company.
- Real Estate & Property Management
Enterprise Customer Success Manager
AppStack Inc (SaaS)
Temecula
06.2011 - 02.2015
- Enterprise Account Sales 1 year prior to transitioning to CS.
- $250k Sales Club during my first year.
- Implementation focused on driving early stage adoption and onboarding
- Spearhead CS Department initial focus on retention and eventually helping develop out a 15 person CS Department.
- 98% Client Retention over 3 renewal cycles.
- $150K of ARR spread over 50 accounts.
Force Reconnaissance Team Leader
USMC Camp Pendleton
San Diego
05.2006 - 06.2011
- USMC Boot Camp - Company Leader & Company Most Fit Award (Out of 250 Recruits)
- Team Leader - Joint Special Operations Task Force
- Honorable Discharged Multiple Combat Veteran
- US Advisor for multiple classified complex solutions.
- FID Advisor Military & Foreign Dignitaries OCONUS
- Multi Award Recipient
Education
Bachelor of Science - Business Management
University of Concordia
Irvine, CA2010
Skills
- 12 Yrs Customer Success & Passionate Organizational Leader within (SaaS)
- Product / Project Manager - Technical experience with API, Python, UX/UI, GTM Product Launches
- Analytical / Technical Minded with Strong Organization Skills
- Technical End to End Support
- Strategic Planning & Execution
- Strong Cross -Department Collaboration
- Data Driven Client Advocate
- Upsell & Retention
- Emotional Intelligence with a knack for creating efficiency in chaos
- Create and Exceed KPI's / Renewals 100% consistency
- Conference / Speaking Expert
- Guiding Teams to Success
- Conflict Resolution
- Special Operations Combat Veteran
- College Athlete
Timeline
Senior Accounts Manager
Veriff
01.2024 - Current
Principal Strategic Customer Success
UBERALL (SaaS)
08.2021 - Current
Strategic Customer Success
SilverTrust Funding (SaaS)
08.2020 - 08.2021
Senior Customer Success, Manager
SOCi (SaaS)
03.2017 - 01.2020
Senior Customer Success Manager
Rosano Partners
02.2015 - 02.2017
Enterprise Customer Success Manager
AppStack Inc (SaaS)
06.2011 - 02.2015
Force Reconnaissance Team Leader
USMC Camp Pendleton
05.2006 - 06.2011
Bachelor of Science - Business Management
University of Concordia
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