Doug Valente Email and Phone Number
Doug Valente work email
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Doug Valente personal email
Results-focused Customer Success executive with over 15 years of experience shaping and scaling customer functions in early-stage startups (Seed to Series B) and growth companies (Series C to enterprise). Proven track record of driving significant revenue growth and enhancing customer retention through strategic, sales-aligned initiatives. Expert in building, scaling, and mentoring diverse, cross-functional teams in cloud-based SaaS environments, delivering exceptional value across Enterprise and SMB segments. Renowned for implementing customer health strategies that boost Gross and Net Dollar Retention (GLR and NDR) and fostering customer loyalty and satisfaction.CAREER HIGHLIGHTS• Revenue Growth & Expansion - Spearheaded initiatives that grew Annual Recurring Revenue (ARR) by $13M at Glassbox through expansion efforts and by $2M at Accredible.• Strategic Customer Success Leadership - Led and scaled global, fully remote Customer Success teams across multiple organizations, including a 14-member team at Glassbox and 22-member teams at Accredible and Tideworks Technology.• Customer Health & Retention - Implemented customer health strategies that significantly improved Net Dollar Retention (NDR) from 1.20 to 1.37 at Glassbox and from 1.20 to 1.48 at Accredible, while reducing logo churn to under 5%.• Process Optimization & Efficiency - Developed and launched holistic onboarding processes that reduced time-to-value from six months to under 30 days at Accredible and cut onboarding time by 95% at DreamBox Learning.• Innovative Program Development - Created tailored Customer Success Manager (CSM) programs and playbooks at Glassbox, DreamBox, and Accredible and developed the first Net Promoter Score (NPS) survey and subsequent improvement plan at Tideworks Technology and DreamBox• Operational Excellence & Cost Savings - Built a scalable Customer Success team at Valve Corporation that supported growth to $1B in annual revenue while implementing strategies that saved $90M annually by reducing fraud and $10M in potential lost revenue through proactive issue resolution. • Team Development - Through consistent mentorship and training helped 20+ individuals get promoted to leadership roles.CORE COMPETENCIES● Leadership ● Customer Success ● Business Strategy and Development ● OKRs ● P&L ● NPS and CSAT ● Mentoring ● Performance Metrics / KPIs ● Recruiting and Team Building ● SaaS ● Remote Teams ● Empathy ● Mentoring ● Account Management ● B2B ● B2C ● B2E ● Product / Project / Change Management ● Professional Services ● Training and Development
Soundthinking (Formerly Shotspotter)
View- Website:
- soundthinking.com
- Employees:
- 267
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Vice President Of Customer SuccessSoundthinking (Formerly Shotspotter)Kirkland, Wa, Us
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Chief Operating OfficerImpakt Iq Aug 2024 - Present -
Ceo, Founder, And Chief Customer OfficerValente Family Coffee Jun 2015 - PresentIssaquah, Wa, UsValente Family Coffee is a sustainably built, mobile, small-batch, micro-coffee roaster headquartered on Cougar Mountain in Issaquah, WA. Our mission is to demystify the enjoyment of great coffee by sourcing unique single-origin coffees and creating unforgettable blends. Our goal is to support coffee farmers by engaging suppliers who value sustainability and sound environmental practices in all aspects of their supply chain and support growers by paying a fair price.• 300% YOY topline revenue growth in core products since launch.• 10% increase in gross revenue from diversification into product adjacencies.• 75% reduction in COGS using Business Process Improvements and supply-chain optimization.• Maintain website and social media presence, including a subscriber email list that boasts an 85% engagement rate.• Marketing partnership with local Merchant Association resulting in our participation in city-sponsored events.• Mentored team on business fundamentals and customer service skills.https://www.valentefamilycoffee.com/ -
Vice President Of Global Customer SuccessGlassbox Jun 2022 - Mar 2024London, England, GbGlassbox is a leader in empowering frictionless digital journeys through SaaS-based, AI-enabled digital experience analytics solutions.Owned the entire post-sale customer lifecycle, including Onboarding, Adoption, Renewal, and Expansion.• Led a fully remote, global team of 14 Customer Success Managers.• Grew ARR from $45M to $58M and NDR from $1.20 to $1.37 by building a value-led, customer-healthstrategy program to expand existing customers.• Created customer segmentation strategy, playbooks, and capacity plan, resulting in a 14% increase in NDR.• Worked cross-functionally to build a tailored, value-aligned CSM program and playbooks across three discreet customer segments (Essentials, Enterprise, and “White-Glove”). -
Vice President Of Customer SuccessAccredible Jun 2021 - Nov 2021Mountain View, Ca, UsAccredible is the world’s most comprehensive digital badge and certificate platform.• Lead the strategic effort to continually delight our customers and scale the Success organization to meet very aggressive land and expand goals.• Built a worldwide Customer Success team of 20 focused on Account Management, Customer Success, and Customer Support.• Built process that decreased Time to Value (TTV) from 200 to 30 days.• Launched three initiatives that identified causes of customer churn and instituted a program to ensure dollar churn dropped to and remained under 5%.• Developed an account-based marketing program that led to a 98% customer renewal rate and a 20x increase in expansion revenue. -
Vice President Customer SuccessTideworks Technology Feb 2019 - Feb 2021Seattle, Washington, UsTideworks provides Terminal Operating System solutions designed for the shipping and logistics industry (Acquired by BlackRock). • Built a worldwide Customer Success team of 30 focused on Account Management, Professional Services, Application Support Engineering, and Training / Knowledge Development.• Maintained $60M in existing ARR and closed over $1M in new Professional Services project revenue annually. • Selected and deployed Zendesk ticketing system, increasing team efficiency by 150%.• Instituted a rigorous OKR program using Ally.io, resulting in a 10% increase in customer and a 40% increase in team employee satisfaction.• Delivered the company’s first NPS Survey, analyzed and reported results, and worked cross-functionally to implement improvements to increase future NPS score. -
Co-Founder, Chief Customer OfficerEvengx Nov 2014 - Jan 2019San Francisco, Ca, UsEvengX was a SaaS-based machine learning network information and security Managed Detection and Response platform focused on the Enterprise (Acquired by SecureSky).• Leadership of day-to-day business operations: fund-raising, budgeting, recruiting, payroll and HR. • Develop, fine-tune, and report process and performance metrics, including sales performance (90% close rate) and churn rate (~2%).• Recruited and lead a fully remote staff of 30.• Responsible for delivering SaaS-based platform offering: sales, professional services, deployment, account management, customer success, and training.• Reduced average sales cycle by more than two-thirds and directly managed ongoing partner relationships resulting in $1.3M in revenue.• Built sales, account management, and customer success organizations, including tools (Salesforce and Zendesk), documentation, training, and pricing models.• Delivered product demos to prospective customers resulting in 90% conversion to Pilots.• Introduced formal Voice of the Customer feedback loop and Agile product requirement process, wrote product specifications, respond to RFIs and RFPs, and manage pilot implementations to ensure success.• Product owner tasked with developing a low-cost (sub-$300) hardware appliance, prototyping threat intelligence features, and IDS / IPS functionality. -
Senior Director Of Client SuccessDreambox Jul 2012 - Dec 2014Charlotte, North Carolina, UsDreamBox is a SaaS-based educational technology start-up delivering one of the best-regarded, adaptive K-8 online math instruction programs to schools and educational institutions.• Grew recurring revenue 6x to over $60M in ARR.• Direct, hands-on account management of key accounts over $100k.• Used data from Salesforce, Zendesk, and internal tools to create dashboards and playbooks to support aggressive revenue goals by reducing overall churn rate to under 3%.• Introduced NPS survey to create a company culture that embraced change resulting in a 15% reduction in customer churn.• Product manager for internal and external customer features, including administrative tools, onboarding, provisioning APIs, reporting, and usability resulting in a 95% reduction in time it took to onboard a customer. • Generated Voice of the Customer use cases and other product feedback to identify and nurture 40 lighthouse referral customers. -
Vice President Of Customer Operations And SupportValve Corporation Jun 2004 - Jan 2012Bellevue, Wa, UsValve is one of the world’s most successful gaming companies. Its digital distribution service, Steam, is enjoyed by more than 60 million users worldwide, with more than 18 million daily concurrent users.• Built a highly scalable, data-driven, cross-functional Customer Success team that helped grow the company to over $1B in annual revenue..• Saved $10M annually in potential lost revenue by working with the development teams to prioritize and proactively solve technical issues. • Responsible for an initiative that resulted in a 60% reduction in account fraud.• Responsible for Steam’s internal security, account, and payment fraud operations, which dropped credit card chargeback rates from over 20% to under 2%.• Slashed company localization costs by 85%.• Launched Valve’s worldwide commercial licensing program resulting in $1M of annual revenue.• Product Manager for all internal Customer Support tools. -
Senior Vp Customer Success, Support And OperationsNcircle Network Security Oct 2000 - May 2003Enterprise network security start-up with Global 2000 customer base offering both appliance-based and SaaS network security solutions. Acquired by TripWire.• Directly managed team of 25 with an annual budget of $3.5 Million• Launched IP360 product suite resulting in $3M in revenue and $500k in professional services our first year. • Deployed Salesforce, which increased forecasting accuracy and cut sales cycle time by 40%.• Performed sales presentations to C-Suite prospects.• Established, staffed, and managed 24 x 7 contact center, defined paid tiered support offerings, policies and procedures, set and managed all SLA’s and KPI’s.
Doug Valente Skills
Doug Valente Education Details
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San Francisco State UniversityPsychology -
Sonoma State UniversityMasters Program - Psychology
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California State University, ChicoGeneral
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Tamalpais High
Frequently Asked Questions about Doug Valente
What company does Doug Valente work for?
Doug Valente works for Soundthinking (Formerly Shotspotter)
What is Doug Valente's role at the current company?
Doug Valente's current role is Vice President of Customer Success.
What is Doug Valente's email address?
Doug Valente's email address is do****@****ipe.com
What schools did Doug Valente attend?
Doug Valente attended San Francisco State University, Sonoma State University, California State University, Chico, Tamalpais High.
What are some of Doug Valente's interests?
Doug Valente has interest in Hiring, Health, Children, Startup Advice And Strategy, Education, Environment, Seattle, Startup Founders And Entrepreneurs, Science And Technology, Human Rights.
What skills is Doug Valente known for?
Doug Valente has skills like Start Ups, Management, Saas, E Commerce, Leadership, Cross Functional Team Leadership, Crm, Entrepreneurship, Product Management, Customer Service, Program Management, Product Development.
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