Fred Muller Email & Phone Number

Specializing in driving revenue growth and retention for SaaS and subscription software firms through tailored Customer Success (CS) and Customer Experience (CX) strategies that drive growth and retention.Expertise includes:• Product Portfolio Analysis/risk assessment• CS Motion Optimization & ROI Analysis• CS/CX Strategy Development and Deployment• Digital and Human Engagement Methodologies• Customer Segmentation and Success Planning• Operational Frameworks and Risk Mitigation• Team and Talent DevelopmentServices are available on a contract, fractional, or ongoing advisory basis, including mentoring and coaching for sustainable growth and success.

Burlington, Ma, Us

Led team delivering Onboarding/Adopt/Expand/Renew motions supporting subscription portfolio growing +49% annually. Established strategy, methodology and teams to support Enterprise B2B and long-tail B2C portfolio at scale (+500k customers). Enhanced onboarding and built digital renewal motion and success team to drive adoption and net dollar/license retention.Results: +18% improvement in NDR & +11% License Retention of company’s largest product

New York, New York, Us

Lead early stage global CSM team at rapidly growing Pre-IPO, Series E firm delivering industry-leading software which leverages AI/ML to continuously learn, evolve and combine data, people, and business processes into digital assembly lines.

Fort Lauderdale, Fl, Us

Lead team supporting rapidly growing Subscription/SaaS portfolio. Delivers full lifecycle support of Citrix Customer's Journey leveraging "tech-touch", Shared services, and Named CSM motions. CSM, CSE, Executive CSM, Programs, Operations and Retention team members based throughout Americas, EMEA, APJ with Centers of Excellence in India and Costa Rica.Results: +26% improvement in NRR; +24% License Retention; +21% Active Usage

San Jose, California, Us

Lead customer facing teams covering 1,900 Enterprise, Partner & Government accounts generating 45% of CA’s total ARR. Established & lead team which developed programs, methodologies and tools used by Success & Sales teams worldwide. Global Team won industry awards from TSIA, Omega Management, CxPA and achieved key business outcomes including:• +20% increase in product adoption.• 5-15% pt. improvement in renewal yields.• $80 million in incremental service sales.• +46 pt. improvement in NPS scores.Designed, built, lead new hybrid customer success organization based in the United States and Europe. Delivered a 145% ROI by driving higher renewal rates, capacity expansion, cross-selling demand generation and significant improvement in NPS in first 24 months.Improved cross-functional delivery of customer success motions and outcomes by developing and deploying Customer Engagement & Orchestration system. System included an early-warning and risk assessment mechanism and a comprehensive playbook library used to proactively reduce churn, drive product adoption, version currency, renewal readiness and delivery of customer outcomes.Previously managed Solutions Architects, Global Partners and Solution Sales of three CA product lines with 150% quota attainment.