Director Of Customer Success
Revup Software
San Francisco Bay Area
Fosters a company-wide culture of Customer Success in alignment with executive team goals and key business objectives. Influences stakeholders to adopt a customer-focused approach to decision-making; leverages trends, analytics, and customer insight to build and implement the Customer Success program from scratch. Analyzes key metrics and KPIs to define internal tools, resources, dashboards, and procedures. Scales operations and grew the team to 10+ nationwide staff; serves as trainer, coach, and mentor to enhance performance. Drives business growth by supporting customer satisfaction and retention; consistently meets goals and deadlines. ▪ Managed 300+ national accounts and tracked finances (~$200K in monthly revenue) as client-facing company representative.▪ Modernized and automated key business systems by implementing Zendesk which centralized and streamlined projects. ▪ Established internal SLA’s and procedures which ensured 100% of issue tickets were resolved within 24 hours.▪ Delivered customer-facing presentations and product demonstrations to Senators, Congress people, and political leaders.