San Francisco, CA
Khyber McHugh
Customer Success & Renewals Operations
Eight years building customer relationships and renewal operations at SaaS companies. A track record of reducing churn, building pipeline, and keeping large portfolios moving — without losing the human side of the work.
Experience
PromptQL
Renewals Manager · San Francisco, CA (Hybrid)
- Managed $10M ARR across 140 SaaS accounts ($8K–$240K), maintaining an 84% renewal rate
- Rebuilt renewal process post-restructuring; launched automated workflows to reduce churn and manual effort
- Created $150K in expansion pipeline by identifying upsell opportunities with account teams
* Role impacted by reduction in workforce
CircleCI
Commercial Renewals Manager · San Francisco, CA (Hybrid)
- Consistently exceeded renewal targets managing 143 accounts across $3.49M ARR
- Drove growth through upsell, cross-sell, and streamlined negotiation — using health data to mitigate risk
- Partnered with AWS and Customer Success to protect and expand key accounts
Brandfolder / Smartsheet
Customer Success Manager · Denver, CO (Remote)
- Managed 87 accounts totaling $12M ARR — renewals, escalations, expansion, onboarding
- Provided DAM consultative support, translating technical concepts for non-technical stakeholders
- Built customer champions that reduced escalation frequency and improved retention
CircleCI
Customer Success Advocate · Denver, CO (Hybrid)
- Managed risk and retention for 1,200 accounts / $8M ARR; earned Presidents Club nomination
- Served as trusted technical and business advisor across escalations and renewals
Oracle – NetSuite
Business Development Specialist · Remote
- Drove $236K+ in ARR sourcing and qualifying leads for Account Executives at C-suite level
SuiteHop
Customer Success Manager · Denver, CO
- Exceeded quota week one; improved customer response time 13% through process redesign
Education
Suffolk University
B.S. Marketing & Advertising · Boston, MA
Skills
Renewal management & negotiation
Portfolio & ARR management
Customer onboarding & retention
Cross-functional collaboration
Process improvement
Escalation management
Data reporting & dashboarding
Strategic account planning
Microsoft Excel & Office
CRM platforms (Salesforce etc.)
Upsell & expansion pipeline
Executive communication