Brittany Hall Email & Phone Number

Boston, Ma, Us

I took a pause on my professional life to enjoy many months of rest, reflection, reprioritization, and really cool adventures. If you are reading this and considering taking the leap to embark on a similar journey, do it. This experience was the most worthwhile investment I could have ever made in myself.

New York, Ny, Us

Atlanta, Ga, Us

• Promoted to lead the Global Commercial Customer Success org, adding the EMEA market to my scope• I joined Salesloft in 2018 (200+ employees) and played an integral part in growing the business over the last 5 years from 15M ARR + 2,000 logos in 2018 to 176M ARR + 4,500+ logos in 2023• As Global Head of Customer Success, my focus was on our mid-sized Commercial customer base. In this role, I was responsible for over 50% of total Salesloft ARR and over 90% of total Salesloft logos. This allowed me the opportunity to own both a more hands-on customer experience with my team of CSMs as well as optimize a more scaled, tech-touch experience for our lower ARR customer base.• My Global Commercial CSM team made up a total of 25 individuals in my organization, 22 CSMs with 3 CSM Leaders in both North America and EMEA. My CSM team consistently maintained high retention rates while directly driving an additional $654K of closed/won expansion revenue from Oct 2022 - Jan 2023 during the height of the economic downturn.• In my 5 year tenure at Salesloft, I earned 3 promotions going from a front line manager of CSMs to a Global Head of Customer Success role. Additionally, I was awarded Customer Success Leader of the Year for 2021. I am equally proud to have helped promote over 15 CSMs during the course of my leadership career at Salesloft.

Atlanta, Ga, Us

• Promoted to lead the Commercial North America Customer Success team during an org restructuring, where we segmented the business based on company size - Commercial and Enterprise• Grew the team to 18 individuals and promoted 2 CSM managers, each leading a team of 7-8 CSMs• Two different CSM motions running, High Touch vs. Scaled:• High Touch CSMs owning higher ARR customers: $75K+ ARR, 30 customers per CSM - assisted in creating a more sophisticated business review model - focused on targeting executive POCs with a narrative around business outcomes over activities• Scaled CSMs owning lower ARR customers: under $75K ARR, 60 customers per CSM - started conducting business reviews at scale and evangelizing scalable programs + SL webinars - doubled down on tech-touch strategies like targeted campaigns + in-app product notifications• Cross-Departmental Partnerships: - Professional Services: roll out of new implementation packages + recurring services model - Sales: defining role clarity between CS + Sales due to new Account Manager role owning renewal - Product: optimizing product release motion for better experience when rolling out new features - Operations: extracting data insights to understand top areas of focus and allocate resources - Enablement: leveling up CSMs on executive presence & conducting deeper discovery with customers - SL Executive team: presented quarterly churn data results to ELT & made key asks of the business

Atlanta, Ga, Us

• Grew the team to 13 total CSMs, who all directly reported to me• Optimized KPI model outlined below to drive CSM accountability on high value activities• Solidified quarterly bonus model tied directly to retention and expansion targets• Expanded the reach of my impact by partnering cross-departmentally to: - Professional Services: Optimize the implementation hand off process - Sales: Foster close partnership with sales counterparts on renewals + upsells motion - Product: Drive a closer feedback loop between CSMs and Product based on top customer needs - SL Executive Team: present/execute business case for a new specialized technical role to assist CSMs

Atlanta, Ga, Us

• Hired as a front line manager to grow the CSM team starting at 5 direct reports, while building out process for a more strategic CSM model. The goal was to move from a reactive model to a more proactive, hands-on approach with a focus on retaining our top ARR customers.• Restructured CSM team's book of business. Instead of being reactive to technical needs from 50-60 customers, the CSMs were able to go deeper in driving adoption with 25-30 high value customers.• Created new KPI model for CSMs to adhere to with a focus on: - Recurring strategic customer engagements to drive alignment and partnership - Customized success plans centered around business goals - Business Reviews with key stakeholders + decision makers - Configuration health checks to ensure proper technical set-up - Role-based training calls to drive healthy adoption per unique user workflow - Proactive engagements to customer executive sponsors to drive top down value realization - Gathering customer ROI stories to showcase back to the customer and evangelize internally

Chicago, Illinois, Us

• Led a team of Customer Success Managers supporting clients with our Sourcing Platform solution• Managed a $14 million TCV/$1 million MRR book of business of 40 clients within the enterprise, healthcare and staffing industries• Redefined the quarterly bonus structure to measure performance in Gainsight on KPIs based only on high impact tasks• Stressed the focus on increasing gross dollar renewal rates by 5% for our 2017 Customer Care departmental goal• Exceeded our departmental goal by increasing my team’s gross dollar renewal rates from 55% to 69% in 8 months (Jan–Aug 2017)

Chicago, Illinois, Us

• Piloted Customer Success for our newest software, the Candidate Sourcing Platform• Managed a $3.5 million TCV/$250K MRR book of business of 6 clients within the enterprise, healthcare and staffing industries• Consulted with the customer to define success metrics and roll out a customized plan for ongoing engagement• Conducted quarterly executive business reviews via zoom and on-site to show ongoing ROI and secure the renewal• Leveraged Visio to outline and deeply understand the data flow of all our systems to ensure I could consult customers on the technical side of the product• Assisted in creating the new Statement of Work process to better document integration set-ups during implementation• Provided recommendations to Product Owners based directly from end-user feedback, almost all items have been successfully implemented

Chicago, Illinois, Us

• Managed a $400,000 TCV book of business of mid-sized customers for their advertising, software and data products• Met with clients via phone and on-site to uncover opportunities in their recruitment workflow and provide relevant solutions• Hit 100% + of my quota every month while retaining all clients in my book of business

Chicago, Illinois, Us

• Chosen to be the first CSM at the company to assist in building out the process for what would be the new Customer Success department• Managed a $10 million TCV book of business with our 10 biggest Healthcare clients to trial a more proactive account management motion• Directed all break/fix issues to the newly formed Support Team which allowed me to engage in proactive health monitoring and strategic initiatives for the customer • Mitigated risk by monitoring integration set-ups and consistently analyzing data to ensure healthy product usage• Conducted quarterly executive business reviews via zoom and on-site to show ongoing ROI and secure the renewal• Rolled out my process & best practices to thirty of my peers once the Customer Success department officially opened in October

Chicago, Illinois, Us

• Led a team of five Client Advocates alongside my day-to-day duties in the CA role• Executed on an initiative to divide my team into two different groups by having a proactive vs. reactive focus• One team proactively monitored product performance while the other team reactively resolved all the break/fix issues• As a result of this pilot, CareerBuilder decided to officially roll-out a Customer Success and Customer Support department

Chicago, Illinois, Us

• Provided both account management services as well as technical support to our customers• Conducted trainings for end users and presented data on usage and performance back to the buyer on a quarterly basis• Worked closely with Sales to strategize on optimized solutions, identify up-sell opportunities, and ensure contract renewals

Atlanta, Georgia, Us

• Searched for qualified IT candidates and conducted phone screens/face-to-face interviews• Submitted candidates directly to hiring manager while owning the full interview scheduling process• Continuously set and ran meetings with clients to bring in new requisitions for immediate recruitment

St. Louis, Mo, Us

Bachelors Of Business Administration, Marketing And Management

Education record