Veronica Adekile

Strategic Customer Success and healthcare technology leader with 10+ years of experience managing complex enterprise relationships, leading transformation programs and converting high-risk accounts into retained, expanding and referenceable partnerships. Combines Customer Success, program management, consulting and continuous improvement expertise to influence executives, mobilize cross-functional teams and deliver measurable revenue, adoption and client-experience outcomes.

• Ability to adapt
• Able to convey vision while also collabarating
• Able to manage multiple projects
• Account Management
• Activity coordination
• Souci du détail
• Capable of working independently
• Change Management
• Client Onboarding
• Client Relationship Management
• Collaboration
• Comfortable in fast-paced environments
• Communication
• Consultative Selling
• Continuous Improvement
• CRM
• Microsoft 365
• Power BI
• Process Optimization
• Retention
• Salesforce

1. Principal Customer Success Manager / Strategic CS Lead

   UNITEDHEALTH GROUP / OPTUM

   janv. 2022 to Aujourd’hui

   Enterprise Imaging Leadership scope: Senior CS leader and operational partner to leadership, owning priority strategic accounts and transformation initiatives across a $45M+ U.S. enterprise portfolio. • Provide strategic oversight for priority enterprise healthcare accounts and serve as Voice of the Customer through complex $20M-$40M+ projects, connecting customer executives with Optum COO/SLT stakeholders to drive governance, accountability, adoption and business outcomes. • Provide ongoing leadership and operational continuity across the CS team, facilitating team meetings, guiding escalations and representing CS in cross-functional leadership discussions. Previously served as the Associate Director's delegate and now provide expanded leadership coverage for team priorities and execution. • Spearhead cross-functional project delivery improvements across Services, Support, Product, Customer Success and Sales by partnering with functional leaders to resolve resource gaps, clarify ownership and strengthen escalation pathways to improve delivery consistency and the enterprise client experience. • Established stronger project governance across the business unit by liaising with Service Leadership to standardize project-management practices, Smartsheet workflows, escalation protocols and stakeholder communications, reducing execution barriers to implementations, product adoption and client partnership. • Revamped enterprise customer-experience programs while de-escalating high-risk relationships representing $30M+ in enterprise value, rebuilding executive trust and advancing accounts toward advocacy and referenceability. • Led a cross-functional enterprise recovery initiative that restored customer confidence, resumed implementation activity and enabled $2M in additional Enterprise Imaging contracts. • Built executive trust with two at-risk enterprise accounts, securing Customer Success Program enrollment and a formal customer advocacy agreement; recognized with the Enterprise Imaging Spotlight Award. • Led the Community Expansion operational initiative and introduced a CS best practice that accelerated engagement, enabling the program to reach its annual 30% growth target by Q3. • Serve as Subject Matter Expert for Imaging Share, liaising across Product, Sales, leadership and customers to shape adoption, expansion and product strategy. • Selected for transformation teams formed during the enterprise cyber event, helping restore business-unit operations and customer-facing workflows to a fully functional state.

2. Senior Program Manager (Customer Success)

   UNITEDHEALTH GROUP / OPTUM

   janv. 2021 to janv. 2022

   Organizational impact: Drove the buildout and operational maturity of a growing Customer Success organization through program design, process optimization, enablement, technology implementation, talent development and scalable customer-engagement strategies. • Designed and operationalized scalable Customer Success frameworks, including account playbooks, success plans, engagement models, expansion workflows and role-alignment processes for the team. • Led CS committees and continuous-improvement initiatives spanning expansion strategy, communication practices, customer success planning and operational efficiency. • Helped build and roll out Gainsight for the department and became the Journey Orchestrator SME, partnering with Marketing and Experience teams on campaigns, events and targeted customer journeys. • Supported CS organization growth by interviewing candidates, co-developing onboarding and mentoring new hires through training and role transition.

3. Senior Customer Success Manager

   CORITY

   janv. 2019 to janv. 2021

   Healthcare SaaS (EHS Software) Promoted following sustained top performance; owned a high-value enterprise healthcare portfolio with expanded commercial, adoption, escalation and leadership responsibilities. • Managed 25-30 strategic enterprise healthcare accounts with executive ownership across renewals, adoption, commercial negotiations, escalations and 20+ monthly strategic engagements. • Generated $272K+ in additional ARR through enterprise repricing, representing 10.6% growth from existing services, while exceeding renewal goals and closing renewals on time. • De-escalated multiple high-risk enterprise accounts through success planning, adoption gap analysis and executive alignment, converting several relationships into advocates and referral sources. • Spearheaded enterprise adoption initiatives through gap analyses, targeted workshops and coordinated consulting resources, strengthening utilization and long-term platform value. • Protected retention and expansion during organizational change by rebuilding stakeholder alignment, developing new champions and reversing cancellation risk. • Selected for Cority's LEADS people-leadership development program, completing two leadership-development cohorts while expanding readiness for formal people management.

4. Customer Success Manager

   CORITY

   janv. 2018 to janv. 2019

   Healthcare SaaS (EHS Software) • Delivered $200K+ in additional ARR through upsell conversion and renewal repricing while meeting renewal KPIs and departmental growth targets. • Led executive-level service recovery for major U.S. health-system accounts, directing cross-functional action plans that preserved relationships and expansion potential. • Spearheaded scalable education and adoption initiatives, translating customer needs into cross-functional Product, Marketing, Sales and Finance improvements. • Recognized as a top-performing CSM and consistently rated above expectations across customer focus, innovation, results, perseverance and problem solving.

5. Strategic Advisor / Customer Success Manager

   NRC HEALTH

   janv. 2016 to janv. 2018

   Healthcare Experience Management • Managed strategic healthcare partnerships, guiding hospital and health-system leaders on performance priorities, customer goals and improvement opportunities to strengthen outcomes and long-term client relationships. • Drove continuous improvement initiatives using patient-experience analytics, benchmarking and stakeholder insights, providing strategic recommendations that helped healthcare leaders identify performance gaps and improve organizational and patient-experience outcomes.

1. University of Manitoba

   Honours BSc, Neurobiology & Genetics

2. University of Toronto

   Advanced Business Process Management / Continuous Improvement

• CCSM1

• CCSM2