AYA AL-SENUSI
McLean
Summary
Results-driven Customer Success Manager with 7+ years in customer relationship management and 4+ years in SaaS. Expert in overseeing full-lifecycle portfolios, from onboarding to renewal, while engaging C-level stakeholders to align platform value with business goals. Skilled in simplifying complex platforms into actionable workflows that enhance adoption and foster revenue retention.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Everlaw
Washington
04.2026 - Current
- Own a portfolio of 25 accounts (~$3.2M ARR), managing onboarding, adoption, renewal, and expansion as the primary point of contact for customer stakeholders
- Lead quarterly business reviews and strategic check-ins, using product adoption data to align platform usage to customer business outcomes and surface expansion opportunities
- Partner with Sales, Product, and Engineering to share customer feedback, coordinate escalations, and maintain account health throughout the lifecycle
- Washington, D.C.
Customer Success Associate II
Everlaw
Washington
04.2024 - 04.2026
- Managed a portfolio of 35 accounts (~$2.1M ARR), owning onboarding through renewal and maintaining a 96% gross renewal rate across the book
- Led 140+ quarterly business reviews annually, using product adoption data to identify risk early, handle objections, and guide renewals around customer outcomes
- Surfaced upsell opportunities that contributed to ~$380K in expansion revenue and partnered with Sales to move deals through the pipeline
- Washington, D.C.
Customer Success Associate I
Everlaw
Washington
04.2022 - 04.2024
- Supported onboarding and early-stage adoption for 22 accounts (~$1.4M ARR), coordinating with customers to hit go-live milestones on time
- Delivered 30+ customer trainings using product adoption data to drive proficiency and user activation across the assigned book
- Monitored account health in Gainsight and flagged renewal risks early, contributing to a 93% renewal rate
- Washington, D.C.
Account Executive
IntraFi Network
Arlington
06.2018 - 01.2022
- Managed relationships with 75+ financial institutions, owning the full account lifecycle and maintaining 95% client retention year over year
- Delivered 300+ account reviews and check-ins annually, building trust with senior stakeholders and driving program adoption across the portfolio
- Identified expansion opportunities within existing accounts and partnered with internal teams to develop tailored solutions that addressed client-specific goals
- Arlington, VA
Education
Bachelor of Business Administration - Marketing, Communication
The George Washington University
Washington, D.C.05-2018
Skills
- Full-Lifecycle Account Management
- Customer Onboarding & Implementation
- Product Adoption & User Activation
- Customer Retention & Renewals
- Expansion & Upsell Strategy
- Executive Stakeholder Management
- Quarterly Business Reviews
- Success Planning
- Customer Health Scoring
- Escalation Management
- Gainsight
- Salesforce
- Jira
- Confluence
- Gong
- Chorus
- Zendesk
- Looker
- Aha!
- Podio
Timeline
Customer Success Manager
Everlaw
04.2026 - Current
Customer Success Associate II
Everlaw
04.2024 - 04.2026
Customer Success Associate I
Everlaw
04.2022 - 04.2024
Account Executive
IntraFi Network
06.2018 - 01.2022
Bachelor of Business Administration - Marketing, Communication
The George Washington University