Scott Castleman Email and Phone Number
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Significant experience maturing and scaling post sale teams for PE-backed, rapid-growth, multi-product B2B software companies in the $20M - $750M range. Track record in both organic and acquisition driven growth of data-driven customer service models, maturing leadership teams, and focus on measurable outcomes.• World-class CSAT• YoY Renewal Rate increases by Voice of the Customer (VoC) initiatives • Operational control of Professional Services On-Time and Utilization rates • 5X CSQL$ (CS lead generation) • 0% Cost-of-Service (%) increases while simultaneously growing revenue • 2 IPOs, 2 take privates, and 12+ mergers/acquisitions • Vista, Insight, Serent, and Frontier Alumni
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Business OwnerCaring Transitions Of West Fairfax & South HerndonWashington, Dc, Us
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Chief Customer OfficerQuorum Apr 2023 - Dec 2023Washington, District Of Columbia, UsQuorum is a PE backed (Serent, Frontier) public affairs software used by thousands of public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and several additional countries.• Owned Customer Support, Customer Success, Account Renewal, Professional Services and Customer Education teams. (~100 FTE in US and Brazil, covering ~$70M ARR)• Maintained 96%+ CSAT• Implemented renewal risk identification processes and renewal-centric customer health scoring (improved renewal forecasting accuracy across 90-day, 60-day, and 30-day timeframes). • Expanded and improved “Tech Touch” customer segment (~$20M of ARR) and reduced customer success headcount by ~15% -
Senior Vice President Client ServicesCvent Feb 2022 - Apr 2023Tysons Corner, Va, UsCvent is the largest event and hospitality technology company in the world used by more than 300,000 hoteliers and more than 120,000 event planners to source and manage events. • Co-led global department of 1,550+ (~500 US, ~50 UK, ~1,000 India) Customer Support, Customer Success, Professional Services and Training professionals that supported more than $750M in annual revenue. • Decreased Cost of Service by $9M while growing ARR by 14%• Created teams dedicated to Tech Touch, In App, and Customer Migrations to reduce customer churn by 2% points.• M&A due diligence and post-acquisition integrations (1 to 4 acquisitions annually) -
Vice President, Global Client ServicesCvent Feb 2016 - Feb 2022Tysons Corner, Va, Us• Designed and implemented new differentiated services operating models while maintaining world-class 95%+ CSAT • Increased ‘closed won’ CSQLs by 500% (to ~$30M+) by implementing incentives and new enablement systems for Customer Success and Customer Support teams. • Increased post-sale efficiency by launching Voice of the Customer (VoC) program collaborating with Sales, Product and Marketing, which identified both duplicative or broken customer touch points that could be removed or improved.
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Senior Director Client ServicesCvent Mar 2013 - Feb 2016Tysons Corner, Va, UsOngoing management, after helping launch, the Client Services teams supporting the Cvent Supplier Network, Web Survey, and CrowdCompass mobile app lines of business…all non-core markets for the company.• Cvent Supplier grew from $0 to >$100M• CrowdCompass grew from $2M to >$50M• Web Survey grew from $2M to >$10M
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Director Of Client ServicesCvent Dec 2009 - Mar 2013Tysons Corner, Va, UsBrought in to help launch Client Success and Customer Support teams for new product (Supplier Network) as company entered new market (hospitality), in order to take on industry lead competitor.• Team of ~20 Customer Success early career professionals focused on enterprise customer implementations and product adoption• Heavy daily collaboration with Product Management iterating toward product-market fit.• Served as back-up Customer Support team during seasonal spikes or Indian holidays.
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Vice President Of Professional ServicesAristotle International Inc Apr 2006 - Dec 2009Washington, District Of Columbia, Us• Manage billable professional services teams working with Aristotle clients on grassroots campaigns and campaign finance quarterly/monthly disclosures. -
General ManagerLegislative Demographic Services (Acquired By Aristotle International, Inc) 2003 - 2006• P&L responsibility for corporate turnaround and divestiture of a small wholly owned subsidiary focused on political data harvesting and mapping of legislative election districts.
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Director Of Business DevelopmentBcswebservices.Net 1999 - 2002• Sold custom web development and B2C ecommerce web applications.
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Account ExecutiveWashington Capitals 1995 - 1996Arlington, Va, Us
Scott Castleman Skills
Scott Castleman Education Details
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University Of North Carolina At Chapel HillEnglish -
University Of RichmondManagement
Frequently Asked Questions about Scott Castleman
What company does Scott Castleman work for?
Scott Castleman works for Caring Transitions Of West Fairfax & South Herndon
What is Scott Castleman's role at the current company?
Scott Castleman's current role is Business Owner.
What is Scott Castleman's email address?
Scott Castleman's email address is sc****@****ent.com
What is Scott Castleman's direct phone number?
Scott Castleman's direct phone number is -
What schools did Scott Castleman attend?
Scott Castleman attended University Of North Carolina At Chapel Hill, University Of Richmond.
What are some of Scott Castleman's interests?
Scott Castleman has interest in Networking, Opportunities.
What skills is Scott Castleman known for?
Scott Castleman has skills like Strategic Partnerships, Saas, Salesforce.com, Business Development, Management, Team Management, Crm, New Business Development, Strategic Planning, Lead Generation, Email Marketing, Sales.
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