Casey Hackett Email & Phone Number

Los Angeles, Ca, Us

Pleasanton, California, Us

- Leads 2 teams, made up of 4 CSMs and 2 CSAs, respectively, who are responsible for all North American clients with a total contract value up to $500k ARR- Oversees a portfolio made up of 130+ logos accounting for 40+% of all clients and 25+% of total ARR- Coaches team members on how to show the value of Degreed platform to our clients, leading to net revenue retention of 95% retention rate quarter over quarter- Coaches and trains team members on best practices with Gainsight, how to run client calls, Executive Business Reviews, and more- Works cross functionally with sales, technical success, support and product teams to ensure solutions to client escalations are delivered in a timely manner- Responsible for setting up major release post-mortem feedback sessions with Product team leadership to share feedback and improve outcomes of future releases.- Conducts quarterly career growth and wellness conversations with each member of my team to ensure high employee retention and engagement- Restructured and rolled out enablement for a new CSM bonus structure effective January 2022, focusing on activities that revolved around data integrity and led to an increase in usage of Gainsight by 50%- Led Project *ASYNC workstream focused on streamlining internal company communications for our global workforce (Outcomes included the launch of a company intranet, Degreed Homebase, and the improvement of how we use Slack as an organization)- Delivered training to larger Customer Experience team on best practices for time and meeting management

New York, New York, Us

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

San Francisco, California, Us

On Deck Customer Success (ODCS) is a selected community and brain trust of world-class CS experts in SaaS. ODCS Fellows build customer-centric cultures and maximize their leadership potential through professional development and a trusted peer network. The curriculum focuses on CS business management topics and practical knowledge sharing with industry experts and peers.

Glendale, Ca, Us

- Built up a team of Customer Success Managers from 2 to 8 across multiple locations (Glendale and Atlanta offices)- Oversaw a team responsible for 300+ accounts worth a combined $15 Million in Annual Recurring Revenue account for 10% of total accounts and 20% of total company revenue- Drafted and created strategies to increase adoption of our software while reducing and mitigating churn amongst customers- Developed and delivered developmental team trainings on topics ranging from Radical Candor, Telling a Compelling Story, Support vs. Success, and Empathy in a Customer Facing Role-Partnered with other departments to ensure clear communication and efficiencies between teams- Maintained a churn rate of less than 3% MRR YoY with less than 5 logos churning during tenure- Developed and promoted numerous members of team to other roles in the department and larger company

Glendale, Ca, Us

-Managed a team of 8 Customer Success Managers responsible for over 500 accounts worth over $1MM in Monthly Recurring Revenue (MRR)-Drafted and created strategies to increase adoption of our software while reducing and mitigating churn amongst customers-Held weekly 1:1 meetings with my staff to review current workload, strategies for problem accounts, and provide guidance and feedback on performance-Led bi-weekly team meetings informing the team of current initiatives and goals-Worked with leadership in Q4 to plan and execute on a major departmental restructure-Provided weekly updates on where our team is in regards to company goals-Assigned CSMs to new accounts on a regular basis

Glendale, Ca, Us

As a Customer Success Manager, my role is to handle ServiceTitan's top accounts to ensure they are successful in their implementation and usage of our software.Key Duties:-Place outbound calls to my customers, with the expectation to reach them at least once every 30 days-Analyze how customers are using ServiceTitan, share best practices, and suggest new features they may not be utilizing to get more out of our product.-Assist customers with the transition from their old software to our platform-Train new Customer Success team members-Create training material-Works closely with other departments to help improve ServiceTitan and the ServiceTitan experience

Stockholm, Se

Richmond, Virginia, Us

• Sold and gained distribution for new products in an assigned territory for one of the largestconsumer packaged goods companies in the world• Negotiated and implemented contracts across multiple brands in the Altria Portfolio to increasevolume and share of market (Grew volume by 5% and share 0.4 annually)• Merchandised products and placed point of sale signage according to agreed upon plan-o-grams• Managed over 130 individual accounts• Chain account manager for three local chains of convenience stores, totaling over $12 million in sales annually• Managed merchandising and promotional payments for contracted accounts• Created and presented business solutions to chain accounts, and managed a team ofrepresentatives to coordinate the successful execution of each plan• Analyzed data to determine financial impact of growth, and to influence trial of new products• As part of “Sales EDGE” project, helped to develop and refine major new sales-related softwareand hardware from January-April 2011

Richfield, Minnesota, Us

• Sell home theater components (televisions, speakers, receivers, etc.)• Educate customers about home theater products and recommend products fitting their needs• Perform installations and conduct follow up calls. I would handle any customer issues

Street level marketing for Citadel radio stations at sponsored events. This was accomplished by informing attendees about the stations, signing them up for mailing lists, handing out free promotions (CDs, Stickers, shirts, etc.).

Boston, Massachusetts, Us

• Create and manage client databases and media lists• Proof website design and prepare presentations for clients• Draft and distribute press releases

Richfield, Minnesota, Us

Worked as part of the Home Theater team, selling a complete experience to consumers looking to build their dream home theater set up.

Boston, Ma, Us

Draft and release press releases, establish contacts with media outlets, cold call media outlets, assemble press books to calculate exposure of events for clients.