Ma B.
Senior Client Success Manager
Open to offersNew to PlatformAbout
MA. BABY CHARLYN O. is a seasoned professional in Client Success and Renewals with over 11 years of experience in managing high-volume B2B SaaS and service-based accounts. She has a proven track record in owning end-to-end renewals, mitigating churn, and driving customer retention through advisory-led engagement. Currently, she serves as the Client Success Manager for Safety Services Company, where she manages a portfolio of over 250 accounts, achieving a 91% renewal rate with zero escalations. She effectively collaborates cross-functionally with Sales, Finance, and Legal to grow Annual Recurring Revenue in fast-paced environments. Her prior roles include Account Manager at Practice360 and Sales Support Specialist at Zonda Media, where she enhanced client engagement using tools like Salesforce and HubSpot. With her foundational experience at the London Stock Exchange Group overseeing 300+ APAC B2B accounts, she excels in contract renewals and upsell initiatives. MA. Baby Charlyn O. holds a Bachelor's degree in Broadcasting from Bicol University.
Experience
CLIENT SUCCESS MANAGER – COMPLIANCE & SAFETY
Safety Services Company · 2025 — PresentManage a portfolio of over 250 accounts, serving as the primary contact for onboarding, engagement, renewals, and retention. Oversee renewal processes, encompassing outreach, risk identification, and objection handling to minimize churn. Develop renewal strategies in alignment with customer needs and internal guidelines. Identify upsell opportunities based on account usage and compliance needs. Collaborate with Sales, Finance, Legal, and Operations to address contract queries and renewal challenges. Maintain accurate records in Salesforce CRM, including renewal stages and account documentation.SOCIAL MEDIA - ACCOUNT MANAGER
Practice360 · 2024 — 2025Oversee a portfolio of more than 25 client accounts, functioning as the main point of contact from onboarding through delivery. Facilitate onboarding processes, kickoff meetings, and performance reviews while addressing client feedback and requests. Manage account retention by ensuring accurate delivery and aligning client expectations. Collaborate with internal teams to produce monthly assets that meet client goals. Conduct quality checks on client feedback and approvals to enhance satisfaction. Utilize Sendible, Notion, HubSpot, and Monday.com for workflow management.SALES SUPPORT SPECIALIST
Zonda Media · 2024 — 2025Assist with pre-sale and post-sale activities for B2B customers, ensuring a seamless transition between Sales, Account Management, and Fulfillment. Prepare for renewals by verifying account data and pricing recommendations before contract negotiations. Address customer inquiries regarding orders and modifications to support retention. Qualify leads in Salesforce and ensure data accuracy for forecasting and continuity. Aid Sales teams in identifying service needs and opportunities for account expansion. Prepare and revise pricing reports for accuracy and timely processing.SALES & ACCOUNT MANAGER
London Stock Exchange Group · 2018 — 2024Manage over 300 B2B client accounts across the APAC region, acting as the primary relationship manager. Conduct C-level meetings, deliver product demonstrations, and maintain ongoing communication with clients. Handle contract renewals and retention strategies for the B2B portfolio. Collaborate with Sales, Legal, and Product teams to resolve contract terms and pricing adjustments. Review account health indicators and renewal forecasts to aid in revenue planning.
Skills & Expertise
Education
- Bachelor of Arts in BroadcastingBicol University – College of Arts & Letters · 2011 — 2016
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