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I'm a passionate customer success leader with 12+ years of experience and expertise driving revenue while building and scaling strategic global CS functions and teams within B2B SaaS organizations. The CS teams that I have led have:* Included functions such as Success, Support, Education and Professional Services.* Serviced customers ranging from Fortune 100 organizations to Mid-Market / SMB startups and scale-ups.* Held responsibilities for retention and directly handled the completion of renewals, including contract negotiation.* Partnered closely with the Sales team (via a joint selling model) on identifying, nurturing and closing upsell/expansion opportunities.* Engaged and managed executive sponsors and stakeholders in talent acquisition, engineering and ITI've also cross-functionally built and optimized GTM strategies in collaboration with department heads, including:* Platform feedback (Product) -- ensure customer requests are received, processed and acted upon based on different criteria (eg. renewal date, customer spend, churn risk mitigation, etc)* New feature enablement (Marketing) -- help CS more effectively engage customers on new features and solution offerings* Customer advocacy (Marketing) -- increase the number of reference-able customers, case studies, quotes, webinars, etcSkills: Leadership, Team Management (US & global teams), Customer Success, Relationship Management (from end user through executive level), Client Service, Client Success, Account Management, Revenue Management, Customer Retention, Customer Growth, Operations, Strategy, Strategic Planning, Business Development, Forecasting, StorytellingExpertise: Software as a Service (SaaS), Product Led Growth (PLG), Usage-Based Pricing, Consumption-Based Pricing, Subscription-Based Pricing, Sales/CS Pod Structure, Consultative Selling, Value-Based Selling, Joint Selling, Sales MethodologyTools & Solutions: Salesforce, Gainsight, Gong, Looker, Mode, Asana, Notion, Zendesk, Hubspot, JIRA
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Vice President Of Customer SuccessEdgeSan Francisco, Ca, Us
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Vice President Of Customer SuccessEdge Nov 2024 - PresentMountain View, Ca, Us -
Customer Success Growth CoachCatalyst Software Feb 2022 - PresentNew York, New York, UsInvited 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. -
Network MemberGlg Sep 2021 - PresentNew York, Ny, Us -
Senior Director Of Customer SuccessExtensiv Jan 2024 - Oct 2024El Segundo, Ca, Us -
Health And Well-BeingCareer Break Jul 2023 - Jan 2024Focused on recovery and rehab from a major surgery I underwent
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Senior Director Of Customer SuccessCoderpad Jun 2020 - Jun 2023San Francisco, Ca, UsLed the global Customer Success (CS) team responsible for the growth, retention and overall success of CoderPad’s most strategic Enterprise and Mid-Market customers (eg. Netflix, Shopify, Linkedin, Citadel).𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:* Recruited as CoderPad’s first ever customer success hire and built out its CS practice and function from the ground up. * Spearheaded cross-functional efforts to expand company's ideal customer profile (ICP) to cover both business and technical stakeholders on the customer side.* Developed customer journey mapping to identify where CS can provide customers with value-add touch points.* Created customer engagement playbooks to standardize and streamline CSM priorities, responsibilities and actions.* Established customer advocacy program to help bolster lead generation initiatives, support pre-sales efforts and drive sales velocity.* Hired and grew the CS team (transitioning from Team of 1 --> Player/Coach --> Full-Time Manager) focused on execution of overall strategy and methodology to help customers obtain value and achieve desired outcomes throughout their partnership with CoderPad, resulting in net dollar retention (NDR) of 102%.* Partnered with heads of cross-functional teams to optimize company's customer-centric, go-to-market strategy, including: - Sales to drive monthly recurring revenue (MRR) growth via usage-based/adoption and cross-sell efforts. - Product and Engineering to facilitate a structured and recurring customer feedback process to drive product enhancements and roadmap initiatives. - Marketing to produce CS enablement collateral and resources to improve awareness and communication of new features to customers - Revenue Ops to define books of business, territories and rules of engagement (ROE) - Data to create dashboards focused on renewal forecasting and product feature adoption -
Senior Director Of Customer SuccessEntelo Aug 2016 - Jun 2020San Francisco, Ca, UsLed the Customer Success team (Success, Support, Training & Development) responsible for the success, growth and retention of Entelo’s Corporate, Enterprise and Key accounts. -
Head Of Enterprise AccountsUpwork May 2015 - Aug 2016San Francisco, California, UsLed the enterprise accounts team, which was responsible for ensuring the success and growth of Upwork's largest and most strategic enterprise clients. -
Senior Manager, Client SuccessUpwork Jan 2014 - May 2015San Francisco, California, UsLed the Client Success team at Elance before it rebranded into Upwork
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Manager, Professional ServicesGigya Sep 2013 - Dec 2013Mountain View, Ca, Us• Spearheaded the overall growth of the Professional Services practice through process development and optimization to effectively support pre-sales efforts and post-sales implementations.• Managed relationships between internal implementation resources and external integration partners with prospective and existing clients to ensure successful and timely fulfillment of professional services.• Led a team of Client Services Managers responsible for implementing Gigya’s SaaS platform while providing formal coaching and mentoring on client interaction and product strategy with an emphasis on overall account growth and retention. • Cultivated and improved best practices for implementation processes to ensure efficient resource utilization while maintaining world-class quality of service to clients. -
Manager, Client ServicesGigya Jul 2012 - Dec 2013Mountain View, Ca, Us• Led CSM team focused on the end-to-end implementation of Gigya’s social infrastructure SaaS solution, working with more than 50 external clients/vendors as well as internal cross-functional teams.• Managed relationships with strategic accounts ($2.5M+ in licensing revenue) and serve as trusted advisor to clients at all levels to ensure successful go live’s and renewals based on tangible ROI and success metrics.• Served as primary liaison and subject matter expert for all functional and technical questions from clients during implementation regarding product features, back end API capabilities and UI best practices.• Collaborated with engineering and product teams via Salesforce to troubleshoot bugs and incorporate feature requests and manage release schedules and expectations.• Engaged with prospective clients by addressing product and implementation inquiries during RFP process and pre-sales efforts.
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Engagement ManagerOrbitz Feb 2011 - Jun 2012Chicago, Illinois, Us• Oversaw the web services implementation of Orbitz hotel inventory by managing relationship between business partner, technology integrator vendor and internal Orbitz stakeholders.• Managed internal deadlines and milestones across multiple functional teams utilizing agile methodology.• Provided functional and technical subject matter expertise for business partner while managing change requests and requirements modifications during implementation phase.• Conducted user interface review sessions to define requirements, address concerns and leverage best practices.• Coordinated user acceptance testing by developing test plans and managing defect resolution process using JIRA. -
Senior Project ManagerCsg International Dec 2008 - Feb 2011Englewood, Colorado, Us• Managed all facets of full lifecycle deployment across online, internet TV and mobile platforms, resulting in the successful launch of content monetization solution on primary site, 180+ affiliate sites, dedicated Roku channel and Android mobile storefront. • Oversaw requirements gathering for front-end design initiative, pricing models and API/web services integration. • Led team responsible for solution configurations and end-to-end user acceptance testing. • Served as primary liaison between client and development team for release management.• Generated follow-on revenue opportunities, including repeated successful streaming of live and on-demand encrypted content (1.2+ million visitors per month and 630,000+ views per month) across all channels. -
Assistant Project ManagerCognizant Mar 2005 - Nov 2008Teaneck, New Jersey, Us• Oversaw relationship between business client and IT teams for deployment of order status retrieval and password/PIN reset applications, resulting in 10% increase in self-service automation and 15% decrease in average handle time• Led team responsible for gathering and documenting business and technical requirements. • Coordinated user acceptance and usability testing efforts and performed defect resolution.• Designed user interface specifications and conducted peer review sessions. -
ConsultantCsg International (Fka Telution) Jul 2004 - Jan 2005Englewood, Colorado, Us• Integrated two separate software applications for use in passing transaction calls (~5,000 per month) between the competitive local exchange carrier (CLEC) and the incumbent local exchange carrier (ILEC).• Ensured efficient and error-free transactions between CLEC and ILEC while ensuring compliance with client- and industry-regulated business and technical policies.• Organized and managed a series of video training modules for client services team focused on product features and industry trends
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Senior Associate IiXerox Global Services Oct 2001 - Jun 2004Norwalk, Connecticut, Us• Analyzed, redesigned and automated inter-departmental workflows utilizing FileNet capabilities, leading to streamlined communication (20% decrease in time processing documents, 10% reduction in lost documents). • Performed usability testing and developed training documentation for new system.• Gather requirements via knowledge exchange workshops and ethnographic observations in effort to streamline and consolidate procedures for multiple departments.
Eddy Chen Skills
Eddy Chen Education Details
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Northwestern UniversityIndustrial Engineering -
Northwestern UniversityJournalism
Frequently Asked Questions about Eddy Chen
What company does Eddy Chen work for?
Eddy Chen works for Edge
What is Eddy Chen's role at the current company?
Eddy Chen's current role is Vice President of Customer Success.
What is Eddy Chen's email address?
Eddy Chen's email address is ed****@****ail.com
What is Eddy Chen's direct phone number?
Eddy Chen's direct phone number is +177389*****
What schools did Eddy Chen attend?
Eddy Chen attended Northwestern University, Northwestern University.
What skills is Eddy Chen known for?
Eddy Chen has skills like Crm, Management, Saas, E Commerce, Strategy, Project Management, Agile Methodologies, Account Management, Mobile Devices, Leadership, Software Development, Sdlc.
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