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A Customer Success Leader with extensive experience driving strategies proven to enhance the customer experience and lifetime value resulting in increased revenue for SaaS Software companies. Known for creating a customer-centric culture, leading cross-functional teams, optimizing customer journeys, process improvements, playbooks and leveraging data analytics that enhance long-term customer engagement at scale.𝗡𝗼𝘁𝗮𝗯𝗹𝗲 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 ✅ Built scalable and repeatable Customer Success strategy, increasing GRR 20%, NRR 25%, customer lifespan 100%, and lifetime value 150% ✅ Built a Customer Success system which delivered a negative net churn rate of 7%+ YoY ✅ Owned overall vision and execution for complete post-sales experience for customer base ✅ Drove strategy for customer self-help portal and knowledge base leading to 99% CSAT rate ✅ Launched Professional Services packages to all clients, increasing M/ARR by 20% ✅ Created playbooks for At Risk customers, increasing save rate by 50%+ ✅ Led Voice of Customer (VoC) program resulting in hundreds of product enhancements and features ✅ Designed strategy for customer segmentation based on complexity, industry and use cases, resulting in zero account transitions ✅ Launched customer knowledge base site leading to enhanced engagements with 24/7 availability access to KB content for all users and better tracking for VoC data ✅ Secured brand awareness and additional training revenue through launch of Local User Groups and Client Advisor Councils ✅ Scaled Customer Success team for hyper-personalized client experience resulting in increased retention, lifespan and value𝗖𝗼𝗿𝗲 𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀 ➤ B2B ➤ SaaS Software ➤ Customer success strategy ➤ Renewals GRR ➤ Cross sell NRR ➤ Upsell ➤ Lifetime value ➤ Customer Journey Map ➤ Systems, processes, technology ➤ Process Optimization ➤ Playbooks ➤ Report Analytics ➤ Margin analysis ➤ Pricing model ➤ Cost analysis𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀 • CRM: Salesforce & Hubspot • Support: Zendesk, JIRA, Atlasian • Project Management: Asana, Krow, Klient, PMT • Asset Management: MRO, IoT, Esri, Mapanything
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Founder, CeoHayes Properties IncSacramento, Ca, Us -
Chief Operating OfficerSacramento Venture Philanthropy (Svp) Sep 2024 - PresentEl Dorado Hills, California, UsSocial Venture Philanthropy Sacramento is one of 40+ affiliates of SVP International. SVP amplifies the impact of those out to do good – connecting and supporting donors, nonprofits and social enterprises so we can make greater impact in our community. SVP Sacramento organizes the annual Fast Pitch event that brings together philanthropists to showcase area nonprofit organizations and raise funds to help them build greater capacity. -
Vice President Customer Success & ServicesConquer Mar 2019 - May 2024Reno, Nevada, UsProviding the human touch and world-class service for the #1 SaaS Sales Enablement software on the Salesforce App Exchange. By overseeing the Customer Success, Solution Engineer, Implementation, Professional Services, Product teams as well as interim Sales Leader, I ensure revenue retention and growth through facilitating the ultimate customer experience from onboarding, to go-live and beyond. From proactively engaging our global enterprise accounts to secure adoption using the LAER methodology, to responsively caring for our end-users engaging with Support and helping guide the product roadmap, the success of our customers is truly our passion.Highlights include: • Oversee all post-sales operations of the business, including Implementation & Onboarding, Professional Services, Customer Success and Customer Support • Built teams and processes securing negative net churn (licenses and revenue) of 4%+ YoY• Customer Success teams responsible for retention of $7m+ and $3m+ annually in upsales• Maintained a 99% CSAT rating, securing a spot in the top 6% of SaaS tech companies • Implemented Support process maintaining a sub 20 min response time (280 t/mo/agent)• Process/Systems Built: Guiding Principles, Departmental Missions, Elements of Success, Customer 360, Support Portal, Escalation Process, • Built and managed Customer Portal with 1,000s of self-help, best practice and training docs• Ran Voice of Customer process via AppExchange (best in space), G2 and customer portal• G2 Badges for Onboarding, Service & Support: Best Support x9; Highest User Adoption x5• Built client trust to increase lifetime value (>150%) and average customer lifespan (>100%) • Managed 100s of global deployments both onsite and remote with many thousands of users• Ran contract negotiations to move our largest 5 Ent. accounts to multi-year contracts -
Director Of Customer Success & ProductConquer Feb 2018 - Mar 2019Reno, Nevada, Us- Oversee all post-sale client service aspects of DialSource software and client lifecycle - Facilitate exceptional customer experience and satisfaction through every interaction- Lead Customer Success Managers to proactively assist clients in optimizing their Salesforce or Microsoft Dynamics environments, ensuring success with DialSource platform through LAER (Land, Adopt, Expand, Renew) method- Manage Solution Engineer team to effectively and efficiently resolve all inbound support requests through phone, email and chat- Guide Product Roadmap overseeing Product Managers, Feature Requests and projects- Oversee the delivery of Professional Services through SOW, POC and custom development - Product expert in both technical aspects, as well as business applications for DialSource in combination with Salesforce or Dynamics- Develop and maintain strong relationships with key customers to secure renewals and identify new opportunities- Responsible for all client satisfaction metrics
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Head Of Customer SuccessConquer Feb 2017 - Jan 2018Reno, Nevada, Us- Oversee all operations for all post-sale client service aspects of DialSource software and client lifecycle- Ensure customer success and satisfaction with both Support and Success teams- Lead Customer Success Managers to proactively assist clients in optimizing their Salesforce or Microsoft Dynamics environments, ensuring success with DialSource platform through LAER (Land, Adopt, Expand, Renew) method- Manage Solution Engineer team to effectively and efficiently resolve all inbound support requests through phone, email and chat- Product expert in both technical aspects, as well as business applications for DialSource in combination with Salesforce or Dynamics- Develop and maintain strong relationships with key customers to secure renewals and identify new opportunities- Identify top-tier customer needs and liaise with Product Development to ensure goals are addressed through product roadmap- Work with Head of Implementation to ensure smooth onboarding process for new clients and continued success for existing clients through delivery of Professional Services projects - Responsible for all client satisfaction metrics
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Strategic Partnership ManagerMaintenance Connection Llc Jan 2016 - Dec 2016Austin, Texas, UsMaintenance Connection (an Accruent company) is one of the top SaaS providers of Asset Management Software in the space. - Designed and implemented company strategy for mutually beneficial partnerships in collaboration with Chief Technology Officer - Crafted technology integration partnerships to offer complementary best-of-breed solutions, including SSO, GIS, BAS/BMS/SCADA and NFC - Optimized and ran international reseller network with locations in Africa, Asia, Australia, Canada (Alberta, B.C. and Ontario), India, Middle East, South Africa and U.K. - Led go-to-market strategy, working with project stakeholders to establish new markets by leveraging joint venture products with partners including Auth0, ESRI and HID Global - Negotiated agreements with partners to provide key white labeled products and services to clients, saving company hundreds of thousands annually - Increased customer engagement, product visibility and sales by guiding product outreach strategy, including webinars, email campaigns, newsletter/blog - Directly managed product development engineers, overseeing strategy and design for all technology partner products -
Manager, Customer SuccessMaintenance Connection Llc Apr 2012 - Dec 2015Austin, Texas, Us- Increased adoption for 100k+ users and renewal for 1,500+ customers nationwide, maintaining a 95% retention rate - Designed and carried out strategy for Customer Success team, including hiring, coaching, defining metrics and monitoring performance, securing $9M+ in renewals - Increased average sale by 75%+ due to new offerings including outcome-based packages - Raised NPS scores from 20 to 40 by redefining and owning all customer transition points, including on-boarding, training and customizations - Increased self-service scores and customer views by 250k+ with 10%+ ticket deflection through replacement of existing customer portal - Launched Elite Advantage quarterly review for top-tier, fortune 100/500 customers leading to revenue growth of 50%+ and enhanced partnerships for top 10% of customer base
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Customer Experience And Support SupervisorMaintenance Connection Llc Jun 2010 - Mar 2012Austin, Texas, Us- Built and implemented annual health-check touch point to ensure seamless renewal process - Thought leader for company-wide implementation methodology and standardization - Process design member for multiple internal projects, including workflow, ticket tracking, CRM, as well as Zendesk and Salesforce implementation projects - Personally handled complex projects and escalations for enterprise customers, securing $500k+ annually in renewals - Organized national software training tour and key customer visits worth $250k+ in revenue
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Process And Systems AnalystMaintenance Connection Llc Jun 2008 - Mar 2010Austin, Texas, Us- Identified and implemented new services roles to support company growth - Built Accounts Payable role responsible for recovery of $250k+ in outstanding invoices - Achieved product expertise through hands-on support and implementation assignments - Created all content for, planned and executed semi-annual regional training events - Analyzed internal processes and systems, identifying areas for improved efficiency and optimization, then oversaw process adjustments
Drew Hayes Skills
Drew Hayes Education Details
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Quantic School Of Business And TechnologyGeneral -
Uc Santa BarbaraInternational Relations And Affairs
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Woodland Community CollegeGeneral Studies
Frequently Asked Questions about Drew Hayes
What company does Drew Hayes work for?
Drew Hayes works for Hayes Properties Inc
What is Drew Hayes's role at the current company?
Drew Hayes's current role is Founder, CEO.
What is Drew Hayes's email address?
Drew Hayes's email address is dh****@****rww.com
What is Drew Hayes's direct phone number?
Drew Hayes's direct phone number is +153090*****
What schools did Drew Hayes attend?
Drew Hayes attended Quantic School Of Business And Technology, Uc Santa Barbara, Woodland Community College.
What are some of Drew Hayes's interests?
Drew Hayes has interest in Education, Children.
What skills is Drew Hayes known for?
Drew Hayes has skills like Enterprise Software, Management, Account Management, Leadership, Troubleshooting, Process Improvement, Project Management, Team Leadership, Solution Selling, Saas, Sql, Customer Experience.
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