Caroline Lee Email and Phone Number
Customer Success Leader 15+ years leading Revenue Growth NDR & Retention GDR, Transforming & Innovating the Customer Experience including Technical Support, Onboarding, Ongoing CSAT & NPS, Driving Enterprise Business Strategy, Operations, Implementation, ROI, and Growth Outcomes at Scale by Optimizing Customer Engagement across Strategic, Enterprise, Commercial, & SMB Segments for the Ultimate Customer Journey.Professional Services Implementation & Project Management Certifications, "begin with the end in mind": Agile BMBOK, Project/Program PMP, 6Sigma Black Belt, CRM, API, MA, Web, Mobile & Secure Cloud Technologies.Servant Leadership Practitioner: A philosophy and set of practices that enrich the lives of individuals and teams, building better organizational readiness, enabling greater business performance results & outcomes; ultimately increasing employee engagement & trust with authentic caring relationships for high-performing individuals contributing to revenue retention & growth. Leaders serve their teams in a transparent and inclusive environment to lead and grow from their people's feedback; be brave.Leadership is about recognizing that there's a greatness in everyone and my job is to create an environment where that greatness can emerge. "Essence of life?" To serve others and to do good.Emotional Intelligence, Strategic Vision, Data Driven, Change Transformation, Builder, Scaling Operational Processes, Resourcing Efficiency & Execution, Cultural SavvyENTJ - Empowering customers & teams for more-productive business with a better bottom line!Gallup Clifton Strengths Coach:1. Individualization - Relationship Building2. Strategic - Strategic Thinking3. Self-Assurance - Influence4. Arranger - Execution5. Significance - InfluenceSpirit Animal: She-WolfA guide, a partner, a visionary leader whose purpose is to help realize your big dreams. Faithful, nurturing, intelligent, & trustworthy for navigating to jump over obstacles, move around barriers, and clearly see the path forward. A naturally social creature & energy that loves teamwork. A loyal leader to assess & determine every step along the way -- learning, growth, & customer success.
Fireblocks
View- Website:
- fireblocks.com
- Employees:
- 51
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Global Vice President, Customer SuccessFireblocks Oct 2023 - PresentNew York City Metropolitan AreaFireblocks is the Leading Global Digital Asset Platform. Fireblocks Platform enables the creation of blockchain-based products and managing day-to-day digital asset operations. Deloitte #7 on Fast 500 2023. https://www.fireblocks.comLeading our Global Customer Success Organization which are strategically located in-market to serve our growing international client base including New York, Boston, Sao Paolo Americas, London & Tel-Aviv EMEA, Singapore & Japan APAC.
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Head Of Customer Success, Yelp RestaurantsYelp May 2022 - Oct 2023San Francisco Bay AreaLed & owned the entire Customer Success organization for Yelp (YELP) Restaurants across the Customer Journey of 8 functions and 100+ team including: Onboarding implementation, Engagement, Customer Segments for Local SMB - MidMarket - Enterprise Account Management, Product Adoption, Support, Training, Advocacy, Retention, & Upsell Expansion. +98%GRR, +120%NRR, +95%CSATYelp connects people with great local businesses. Our users have contributed approximately 155 million cumulative reviews of almost every type of local business, from restaurants, boutiques and salons to dentists, mechanics, plumbers and more. These reviews are written by people using Yelp to share their everyday local business experiences, giving voice to consumers and bringing “word of mouth” online. -
Head Of Customer Success, Blackbaud Corporate SolutionsBlackbaud May 2021 - May 2022Charleston, South Carolina, United StatesLed & owned the entire Customer Success organization and Customer Journey for Blackbaud (BLBK) Corporations across 8 functions of 100+ team serving Enterprise to Mid-Market and SMB Businesses from Onboarding implementation, Training, Product Adoption, Support, Advocacy, Upsell, & Renewals. We serve the entire social good community, which includes businesses, partnering with nonprofits, foundations, education, healthcare, and change agents who support them. +95% GRR, +120%NRR, +95% CSATBlackbaud (BLKB) is the world’s leading cloud software company powering social good. Leading uniquely at the intersection point of technology and social good, we provide cloud software, services, expertise, and data intelligence that empower and connect people to drive impact for social good.Recruited by Yelp to lead & own the entire Journey for all SaaS acquisitions under Yelp vertical -
Senior Director, Customer SuccessBraze Nov 2017 - Apr 2021San Francisco Bay AreaBraze IPO (BRZE) Scaled from Fastest-Growing Private Companies, and Forbes included Braze in their Next Billion-Dollar Startups!Braze is a Marketing Customer Lifecycle Engagement Platform that delivers messaging experiences across push, email, web, apps, and more. Braze is built specifically for today’s mobile-first world and tomorrow’s ambient computing future. Braze is set apart as the platform that allows for real-time and continuous data streaming, replacing decades-old databases that aren’t built for today’s on-demand, always-connected customer. With data, technology, and teams working together in unison, the Braze platform makes marketing more authentic, brands more human, and customers more satisfied with every experience. Braze is a venture-backed company with hundreds of employees and offices in NYC, SF, CHI, UK, and Singapore. Led & owned the award-winning Customer Success team across all Customer Journeys. Accolades below:+ 95% Retention, 137% Net Retention, 33 NPS + Gartner Magic Quadrant Leader: Mobile Marketing Platform 2018+ Forbes Cloud100 Rising Star 2018+ Forrester Wave: Mobile Engagement Automation Leader, #1 rank Q3 2017 + Top 100 Company for Millennial WOMEN 2017+ Digiday Signal Award Finalist for Best Marketing Automation Platform 2017+ VentureBeat Omnichannel MMA “Best Bet" 2017+ Forbes Cloud100 Rising Star 2017+ Deloitte Technology Fast 500 "Rank 21 - growth of 8542%" 2017Recruited by Blackbaud to lead & own the entire post-sales customer journey for Corporations. -
Director, Customer SuccessShowpad Jan 2017 - Oct 2017San Francisco, UsShowpad (SaaS) is a B2B & B2B2C Marketing Content Platform providing GTM Enablement for Marketers & Sales using a dynamic & immersive technology; integrating w/ Microsoft Office/CRM, Salesforce CRM, Box, API, Mobile for IOS & Surface.Led & owned all Hi-Touch Land/Expand Engagement Model across the Customer Journey:Executive relations, Voice of the Customer, Hiring, reporting, forecasting, coaching, training, documentation, cross-functional collaboration with sales/support/services, product council, customer advisory board, implementing analytical process change enhancements; onboarding through journey, improving enterprise customer success metrics/KPIs and revenue retention & growth.*Fortunate to lead high-performing success results & build positive team culture. Referral led to my dream job at Braze working high touch Lifecycle Marketing Automation -
Gtm, Professional Services & Customer SuccessSalesforce Jan 2015 - Dec 2016Hq San Francisco, West UsSalesforce (CRM) Marketing Cloud Platform (SaaS) for B2B & B2B2C encompassing CRM, Marketing Automation, Sales, Service, Social, Mobile, PI/AI, IoT, & Einstein for omni channel engagement across the customer journey and experience touchpoints; using predictive & artificial intelligence and creating 1:1 relationships for the ultimate customer success platform.Led & Owned all West Americas Land/Expand & Engagement Models across the Customer Journey for Marketing ExactTarget & Mobile acquisitions:Sales & Services Engagement quotas, Scoping SOWs for owning and leading Implementation, Strategy, Operations, Reporting & Forecasting, Onboarding, API & Technical data implementation, Training & Adoption for Sales/Service/Marketing/IT across High-Tech, Fin Srvs, Health, Retail, & Partners.*High Performer - I left my dream job due to an invested need to reduce travel, leading a team @ Showpad, and to enrich my business leadership @USF Executive MBA for greater contributions. -
Director, Customer Engagement | Customer SuccessInsideview, A Demandbase Company Oct 2011 - Dec 2014Hq: San Francisco, UsInsideView (acquired by Demandbase) (SaaS) B2B & B2B2C is a Marketing Data Intelligence Platform (AI & ML) enabling Sales & Marketing with enriched data via CRM, Marketing Automation, Mobile, & API Integrations. Led & owned all global Land/Expand & Engagements across the Customer Journey & Segments Model:GTM Sales & Services Implementation - Prof Srvs Engagement & Enterprise Customer Success for Revenue Growth & Retention including all Hiring, Training, Strategy, Operations, Process Scalability , Pre & Post Sales, Implementation & Onboarding, CRM, Marketing Automation, & API Expertise. Product/Platform Partnership, CS Content Creation, Engagement Methodology (Agile), Reporting & Forecasting, Best Practices, Campaign Programs, Customer Advisory Board, Product Council, ROI, & Success Stories.*High Performer promoted for Enterprise Land/Expand results enabling opportunity @ Salesforce -
Manager, Customer Success | EnterpriseCorel Corporation Jun 2010 - Oct 2011Hq: San Francisco, UsMindjet (acquired by Corel) (SaaS) B2B & B2B2C is a Project Management Platform for visual mindmapping, brainstorming & innovation, and integrates to business applications such as Microsoft.Enterprise & Strategic Customer Success:Sales Revenue Growth, Retention, Support, Training, Onboarding Implementation, Pilots & Adoption*High Performer while attending USF Business School, enabling opportunity @ InsideView. -
Director, Customer ExperienceWiline Networks Jul 2007 - Jun 2010Hq: San Francisco Bay Area, CaliforniaWiLine (SaaS) B2B & B2B2C provides businesses with secure wireless broadband & VOIP. Led & owned overall Customer Experience organization including Hiring, Professional Services Delivery & Operations, Process Development & Documentation, Support SLAs, Sales Support, Customer On-Boarding & Implementation, Customer Communications Pre-Sales to Services Delivery including Billing, LNP Office, Field Services Contract Management, Vendor Management, Project Management, Cross-functional Management, Coordinating Licensing (RF) & Network Operations Center (NOC), Reporting & Forecasting, Budget Scalability, ROI Analysis, & Customer Advocacy.*High Performer driving Retention & Significant Growth through Global Recession; economic downturn inspired actioning my long-term goals & opportunity @ Mindjet & USF B-School.
Caroline Lee Education Details
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Business Administration And Management, General -
Leadership & Innovation -
The PadMental & Physical Wellness -
Business Economics
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Bioengineering
Frequently Asked Questions about Caroline Lee
What company does Caroline Lee work for?
Caroline Lee works for Fireblocks
What is Caroline Lee's role at the current company?
Caroline Lee's current role is Global VP of Customer Success @ Fireblocks.
What schools did Caroline Lee attend?
Caroline Lee attended The Wharton School, University Of San Francisco School Of Management, The Pad, University Of San Francisco School Of Management, University Of Illinois At Urbana-Champaign.
Who are Caroline Lee's colleagues?
Caroline Lee's colleagues are Lindsey (Cohen) Ross, Omer Gazpan, Guy Hamburger, Javier Sevilla, Mba, Esti Rozhavsky, Amir Habib, Yaniv Shen Moradi.
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Caroline Lee
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