Ben Terrill work email
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Ben Terrill personal email
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For the past decade+ I’ve been building, educating, growing and managing customer-facing teams for local, global and distributed companies. With a strong focus on strategy and implementation, I’m inspired to work with fast-paced, mission-driven enterprises with a need to define, build and operationalize the customer journey - maximizing value and customer retention. Presently, I’m building customer success at Brex.
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Head Of Customer SuccessSeso Inc.Kihei, Hi, Us -
Senior Director, Customer SuccessBrex Jul 2022 - PresentSan Francisco, California, UsMetrics Owned: NRR, Unit Churn, Sales Pipeline, Product AdoptionImproved NRR by 15% for all customers and achieved 130% NRR for enterprise customers in one yearFounded Scaled Customer Success function allowing a tech-touch approach for all long tail customers (~80% of Brex’s customer base)Segmented Customer Success operations into four ICPs allowing a customized delivery model for each segmentLaunched variable compensation program, of which team has obtained over 100% every monthLed the procurement and roll-out of a new Customer Success Platform, VitallyLet the established of predictive customer health scorecard and realtime churn mitigation methodologyGrew Customer Success team headcount to 51 -
Director, Customer Success & Priority SupportBrex Apr 2022 - Jul 2022San Francisco, California, UsMetrics Owned: NRR, Sales Pipeline, Product AdoptionEstablished the Customer Success function at BrexDetermined systems strategy and CSM automationDeveloped and implemented team KPIs and CSM scorecardsGrew Customer Success team headcount to 10
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Director, Customer ExperienceBrex Mar 2019 - Apr 2022San Francisco, California, UsMetrics Owned: NRR, Professional Services Margin, Professional Services RevenueGrew annual client services revenue to $3 million in 2013Transitioned client services practice to formal customer success teamExpanded offering to include help desk support and customer trainingBuilt and led a formal client services practice to facilitate onboarding and retentionCreated 24-7 customer support programGrew team headcount to 23
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Vice President, Customer SuccessFinn Ai Mar 2017 - Mar 2019Vancouver, British Columbia, CaMetrics Owned: Unit Churn, Product AdoptionGrew team headcount from zero to 15Established customer onboarding methodology for the Finn AI platformEstablished customer success functionDefined service level agreements and customer engagement model Owned upsell and cross sell activities across all of Finn AI’s customersNegotiated enterprise contracts for all of Finn AI’s customersOwned full P&L for the department and reported directly to the CEOAssisted in obtaining SOC 2 Type 1 and 2 certifications -
Global Vice President, Customer SuccessMobify, A Salesforce Company Feb 2016 - Mar 2017Vancouver, Bc, CaMetrics Owned: NRREstablished international customer success office in Reading, EnglandOwned full P&L for the department and reported directly to the CEOGrew team headcount to 54 -
Vice President, Customer SuccessMobify, A Salesforce Company Apr 2013 - Feb 2016Vancouver, Bc, CaMetrics Owned: NRR, Professional Services Margin, Professional Services RevenueGrew annual client services revenue to $6 millionAchieved Customer Net Retention Rate of 110%Built Customer Success Management team of eight to lead customer retention globallyAs the result of an acquisition, led onboarding of 200 customer accounts and one staff member in Chicago, Illinois Led the creation of partner and customer enablement program Established Customer Net Promoter Score program and in-house conversion rate optimization programLeveraged various staff augmentation options to increase team capacity and improve gross marginGrew team headcount to 45
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Director, Customer SuccessMobify, A Salesforce Company Jun 2011 - Apr 2013Vancouver, Bc, CaMetrics Owned: NRR, Professional Services Margin, Professional Services RevenueGrew annual client services revenue to $3 million in 2013Transitioned client services practice to formal customer success teamExpanded offering to include help desk support and customer trainingBuilt and led a formal client services practice to facilitate onboarding and retentionCreated 24-7 customer support programGrew team headcount to 23
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Product ManagerKiwi Collection Jun 2010 - Jun 2011Vancouver, British Columbia, Ca• Business owner of product roadmap and backlog for eCommerce channel• Grew online conversion rate by 60% over one year period -
Technical Experience DirectorBlast Radius Apr 2010 - Jun 2010Vancouver, Bc, UsOne of a team of five senior front-end technical advisors for a team of 26 at Vancouver office. -
Senior Interface DeveloperBlast Radius Aug 2006 - Mar 2010Vancouver, Bc, UsSenior front-end technical resource for a number of Global Brands including Starbucks, Procter & Gamble, Palm and Electronic Arts.
Ben Terrill Skills
Ben Terrill Education Details
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Cornell UniversityExecutive Mba - Americas -
Queen'S UniversityExecutive Mba - Americas
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Royal Roads UniversityEntrepreneurial Management
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Camosun CollegeApplied Communication
Frequently Asked Questions about Ben Terrill
What company does Ben Terrill work for?
Ben Terrill works for Seso Inc.
What is Ben Terrill's role at the current company?
Ben Terrill's current role is Head of Customer Success.
What is Ben Terrill's email address?
Ben Terrill's email address is be****@****ify.com
What is Ben Terrill's direct phone number?
Ben Terrill's direct phone number is (866) 502*****
What schools did Ben Terrill attend?
Ben Terrill attended Cornell University, Queen's University, Royal Roads University, Camosun College.
What skills is Ben Terrill known for?
Ben Terrill has skills like User Experience, Seo, Experience Design, Information Architecture, Interaction Design, User Interface Design, Customer Service, Mobile Applications, Web Development, Team Building, Team Leadership, Cross Functional Team Leadership.
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