Diane Johnson Email & Phone Number

Chapel Hill, Nc, Us

United States

San Mateo, California, United States

Promoted in October 2023 to this Global Head of CS role to replace predecessor who left the company. I capitalized on collaborations with prior leadership to lead strategic initiatives across the organization, including developing a risk management program and mentoring team members. I oversaw 16 staff including Customer Success Teams in the Americas, EMEA, APAC, Technical Support, and Digital teams.Global Organizational Transformation📌Conducted an in-depth analysis of… Show more Promoted in October 2023 to this Global Head of CS role to replace predecessor who left the company. I capitalized on collaborations with prior leadership to lead strategic initiatives across the organization, including developing a risk management program and mentoring team members. I oversaw 16 staff including Customer Success Teams in the Americas, EMEA, APAC, Technical Support, and Digital teams.Global Organizational Transformation📌Conducted an in-depth analysis of accounts, workloads, and support options to build a 12-month innovation roadmap that will prioritize workloads, retain critical staff, and provide continuity of service to scale Customer Success and Support in the aftermath of staff layoffs.📌Leading the digital team transition from a high touch account management model to a digital-first model, releasing a roadmap plan to automate renewals and upsell.📌Created a focus on positive performance, expanding the use of Gainsight to build a more transparent and collaborative culture and a more engaged staff.📌Reoriented account targeting to focus on growth verticals, leading to improved retention rates.Performance Gains📌Achieved a 5% increase in Global GRR in 2023 by analyzing processes from a commercial perspective, following a 10%+ increase in GRR YoY in AMER and EMEA in 2022.📌Improved performance by introducing a global account retention strategy based on a risk review methodology, critical performance metrics, and CSM input that illuminated and remediated accounts.📌Captured the Gainsight Visionary Award for driving the value of a unified view of customer data. Led cross-functional project teams to develop actionable Customer Success Plans and Customer Health Metrics, improve the Product Feedback Loop, and better understand the Customer Journey. NPS was enhanced by 12.5%. Show less

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

Cary, Nc

Recruited to add leadership and product experience to running the Global Apptio Financial Management program, with oversight expanded to include the ServiceNow platform. I directed a global cross-functional team of nine.Global Platform Transformation📌Introduced best practices over 18 months that enabled the Apptio Financial Management Platform to finally reach the VP’s goal of managing 100% of $1.7B IT spending. Program success achieved by creating the product roadmap… Show more Recruited to add leadership and product experience to running the Global Apptio Financial Management program, with oversight expanded to include the ServiceNow platform. I directed a global cross-functional team of nine.Global Platform Transformation📌Introduced best practices over 18 months that enabled the Apptio Financial Management Platform to finally reach the VP’s goal of managing 100% of $1.7B IT spending. Program success achieved by creating the product roadmap, directing Agile development, and collaborating with Finance and IT leaders globally.Platform Development Success📌Introduced a SAFe Agile methodology after achieving certification that facilitated the prioritization and review of new enhancement requests. 📌Developed a three-year product roadmap strategy that supported greater financial visibility and gained buy-in from the CFO, IT, and Director of Finance. Replaced a purely tactical approach to platform enhancement, launching many successful and strategic projects and fostering renewed collaborations with the CFO. Cost Containment📌Proposed and implemented Interactive benchmarking, saving $500k+ over projected Gartner analysis.📌Negotiated significant savings on a two-year renewal agreement with Apptio. Show less

Returned to the workforce and promoted three times for exemplary performance within a four-year tenure. I developed a strategic plan with collateral for managing all stages of the customer journey for customers using this SaaS-based financial management platform. Notable Accomplishments📌Designed a strategy that raised retention to ~95% in the post-sales lifecycle while halving the resources on each account.📌Collaborated with a cross-functional team to create post-sales… Show more Returned to the workforce and promoted three times for exemplary performance within a four-year tenure. I developed a strategic plan with collateral for managing all stages of the customer journey for customers using this SaaS-based financial management platform. Notable Accomplishments📌Designed a strategy that raised retention to ~95% in the post-sales lifecycle while halving the resources on each account.📌Collaborated with a cross-functional team to create post-sales methodology for a new product.📌Received the Apptio Passion Award for stepping up to solve a unique customer problem.📌Improved platform implementation and onboarding success in an advisory capacity by analyzing customer use cases, end-users, targets, and timelines, then suggesting a roadmap to C-Level Executives aligned with these requirements. 📌Won 3 out of 4 awards for customer time to value in H2 2017. Oversaw a portfolio where 40% more customers were classified as Green compared to the company average. Show less

Successfully managed household and 2 small children.

London, United Kingdom

I managed key client relationships worth $43m annually as the primary contact for over 20 television providers displaying Discovery media content across 65 countries in the Middle East, Africa and Eastern Europe.Notable Accomplishments📌Outstanding performance led to added responsibility covering Emerging Markets (Middle East and Africa) including two ($10m+ ARR) customers. Achieved success by increasing contract revenue by 30% on renewal.

London, United Kingdom

I oversaw key client relationships worth $30m annually as the primary contact for over 20 television providers displaying Discovery media content across 65 countries in the Middle East, Africa and Eastern Europe

London, United Kingdom

Managed annual revenue of $7.5m as the primary contact for over 50 television providers displaying Discovery media content across 7 countries in in Eastern Europe.

London, United Kingdom

Bachelors, Drama, English

Advanced Certificate, Sales And Marketing Management