Brian Thacker Email and Phone Number
As a seasoned professional in customer success and partner/account management, I bring 15+ years of experience spanning sales and marketing, customer relationship management, and product/solutions delivery within connected operations and consumer applications.Throughout my career, I've earned a reputation for building and scaling high-performing customer success and account management organizations from the ground up. By leading process design, technology integration, and talent acquisition and training, I've consistently met and exceeded customer success KPIs including renewals, upsells, and customer satisfaction. My expertise lies in integrating critical insights from market research and voice of the customer analysis to drive digital transformation and optimize customer lifecycle management. I'm passionate about driving continuous improvement in customer experience across all touch points, delivering outcomes and ensuring maximum satisfaction and retention. My goal is always to foster an environment where the customer experience is at the forefront of every decision.I love being a girl dad, learning new cooking techniques, and reading on all topics from history to mindfulness to Latin American literature. I’ve lived and traveled all over the world but Chicago will always be home.Career Highlights: • Grew Moovit’s (acquired by Intel) ARR in North America by 253% and increased the number of enterprise customers from 7 to 16 while maintaining 100% retention of core customers.• Built the Customer Success team hub in Monday.com (CRM), standardizing processes for cross-functional collaboration, offering visibility into customer health for C-level stakeholders, and creating a content repository to empower the CSM team at Moovit.• Led relationship management with Ridecell’s 2 largest enterprise clients in the US and Europe, resulting in an expansion into 3 new global markets, a 60% increase in fleet size, and a 74% boost in revenue per vehicle.• Won GE Accelerated Leadership Program’s (XLP) annual “The Creator” Award for accelerating CSM team time-to-value and standardizing best practices by developing and implementing automated playbooks using Gainsight and Salesforce.com• Converted manufacturing execution system (MES) pilot into $8M SaaS opportunity for GE Digital during XLP rotation
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Director Of Customer SuccessCaddi Jun 2024 - PresentChicago, Illinois, UsCADDi is AI-powered manufacturing insights software that turns drawing and supply chain data into sourcing and design intelligence. Enable keyword and similarity searches on your drawings on Day 1.
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Director Of Strategic Customer Success ManagementMoovit Dec 2022 - Apr 2024Ness Ziona, Israel, Il● Managed 253% net growth in annual recurring revenue (ARR) as player-coach in North America and 129% net growth in number of enterprise customers, including 100% retention of core customers● Built Customer Success team hub in Monday.com to establish operating processes for cross-functional collaboration, provide customer health visibility to C-level stakeholders, and establish a content repository to enable CSM team to drive successful customer engagements● Led digital transformation programs for Jacksonville Transportation Authority, New Orleans Regional Transit Authority, and Capital District Transportation Authority (Albany, NY) that achieved all-time highs in monthly active users (MAU), mobile fare revenue, and Net Promoter Score (NPS)● Recruited, oversaw, and guided Customer Success Managers (CSMs) while co-leading the employee onboarding and training program● Led first-ever integration of Cash App for mobile ticketing payments among transit agencies in the United States, enabling JTA to enhance accessibility of its transit services among unbanked and underbanked riders via its MyJTA app -
Global Strategic Account ManagerMoovit Jan 2021 - Dec 2022Ness Ziona, Israel, Il● Managed and prioritized execution of joint product roadmap with Umo Mobility, a strategic channel partner, enabling rapid growth in number of paid transit agencies served by Umo App from 30 to 75 globally● Developed and sold model for expansion of paid journey planning services and integrations among enterprise customers, contributing to significant ARR growth
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Enterprise Customer Success ManagerRidecell Nov 2018 - Jan 2021San Francisco, California, Us● Drove relationship management with Ridecell’s 2 largest enterprise customers in the US (GIG Car Share) and Europe (ZITY Car Share), resulting in an expansion into 3 new regional markets, a 60% increase in fleet size, and a 74% boost in revenue per vehicle● Earned the CEO's annual "Mission Obsessed" Award for exceptional customer collaboration efforts in the US and Europe, resulting in customers achieving significant targets related to expansion, compliance, cost reduction, and incremental revenue for Ridecell -
Product Manager | Customer Success Manager - Accelerated Leadership Program (Xlp)Ge Digital Jul 2015 - Nov 2018San Ramon, California, Us● Nominated by the Chief Commercial Officer of GE Digital, sponsored by the Vice President, enhancing commercial expertise via three, year-long assignments in Marketing, Customer Success, and Product Management.● Won XLP's "The Creator" award for contributions to the Customer Success team in standardizing an engagement strategy and complementary tool set powered by Gainsight to enable our Customer Success Managers to increase efficiency and effectiveness of customer technology adoption, outcomes attainment, and account health services. ● Converted manufacturing execution system (MES) pilot into $8M SaaS opportunity ● Led the implementation of 6 new Product Lifecycle Management capabilities within GE Digital's Application Extensibility portfolio, empowering industrial partners to tailor the Asset Performance Management application to address industry-specific use cases. ● Co-created a reusable "campaign in a box" framework with major channel partners in the Water/Wastewater sector and executed the campaigns to generate top-of-the-funnel leads for the channel (9.8% CTR, 18% Open Rate, $276K in marketing qualified leads). ● Developed a revenue pipeline dashboard for channel partners and GE senior leadership in DOMO to improve real-time visibility and facilitate efficient marketing resource allocation throughout the partner network. ● Co-led the 2015 ECLP Midwest MBA Case Competition, involving 7 first-year MBA teams from 5 different schools while co-directing the Global Give Back group, achieving the group's most successful year in 2015 with over $80K donated and 5K hours contributed -
Vp Business DevelopmentAirzz Jan 2015 - Jun 2015During the second year of my MBA I led business development efforts Airzz, a startup that made energy-efficient and cost-effective cooling system for dormitories -
Full-Time Graduate StudentIndiana University - Kelley School Of Business Aug 2013 - May 2015Bloomington, In, Us -
Eclp Summer Associate (Mba Internship)Ge Water & Process Technologies Jun 2014 - Aug 2014Trevose, Pa, Us●. Crafted integrated value propositions and a subscription-based go-to-market strategy for GE’s InSight remote monitoring platform targeting the oil & gas sector, designed to generate $50K - $150K revenues per customer in year 1 as part of “land and expand” model●. Directed a cross-vertical SWAT team within the Water & Process Technologies business to devise a strategy for increasing pre-engineered filtration revenues by $300K through integration into an e-commerce platform. -
Digital Account LeaderUnivision Interactive Media Nov 2010 - Jun 2013Miami, Florida, Us● Developed integrated digital advertising solutions within key proprietary sports and entertainment content to grow McDonald’s account by 115% in two years● Designed optimization strategies for under-performing campaigns by forecasting growth opportunities and adjusting targeting tactics in order to mitigate risk by $215k - $360k annually● Managed creation and launch of Univision’s first-ever “Click-to-Call” mobile rich media ad unit for State Farm Insurance, increasing customer mobile spend by 37% in one year● Customized holiday-themed creative assets for Kraft to help secure $140K in revenue in 2012● Led cross-training program which bridged knowledge gaps between Network and Interactive sales groups and strengthened team members’ ability to address evolving client marketing needs -
Project ManagerTransunion Mar 2010 - Nov 2010Chicago, Illinois, Us●. Introduced a financial tracking system to monitor spending against a $7M budget for the SVP of Healthcare IT as part of MedData company acquisition program, identifying/rectifying key supply chain inefficiencies, attaining $110k in cost savings.● Edited a weekly newsletter to improve M&A program transparency (during TransUnion’s acquisition of MedData) and disseminate important cross-program accomplishments to all 24 project stakeholders, including the executive steering committee. -
Educational EntrepreneurSecond City English 2008 - 2009• Established freelance service to provide English language training to 25 non-native speakers, increasing upward mobility potential for employees of multinational software and engineering firms• Formed content partnerships and client referral programs with local language institutions to create information pipeline which propelled mutually beneficial growth in customer bases
Brian Thacker Education Details
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Indiana University - Kelley School Of BusinessMarketing And Entrepreneurship -
University Of Illinois Urbana-ChampaignInternational Studies/Economics
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University Of Illinois Urbana-ChampaignEconomics
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University Of Illinois Urbana-ChampaignInternational Economics
Frequently Asked Questions about Brian Thacker
What company does Brian Thacker work for?
Brian Thacker works for Caddi
What is Brian Thacker's role at the current company?
Brian Thacker's current role is Director of Customer Success @ CADDi | Ex-GE & Intel | Girl Dad.
What schools did Brian Thacker attend?
Brian Thacker attended Indiana University - Kelley School Of Business, University Of Illinois Urbana-Champaign, University Of Illinois Urbana-Champaign, University Of Illinois Urbana-Champaign.
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