Mark Freeman Email and Phone Number
Mark Freeman work email
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Mark Freeman personal email
I specialize in building best-in-class SaaS customer success teams, with extensive experience in scaling mid to late-stage startups. My approach centers on developing effective, customer-obsessed teams inspired to achieve their best work, as well as creating customer lifecycle playbooks to enhance the customer experience. Over my career, I’ve led teams of up to 75 individuals, developed dozens of CS leaders, driven net revenue retention rates to over 130%, and reduced churn rates from 15-20% to single digits. I am passionate about authentic, compassionate leadership that not only drives outstanding customer outcomes but also fosters career growth and fulfillment across teams.
Relias
View- Website:
- relias.com
- Employees:
- 1037
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Director, Client Success - Behavioral And Community HealthReliasChapel Hill, Nc, Us
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Customer Success Coach And ConsultingSelf Employed Jul 2024 - PresentSatellite Beach, Florida, Us -
Vice President Of Customer SuccessStensul Apr 2022 - Mar 2024New York, Ny, Us• Transformed the post-sales customer lifecycle team from 12 to 30+ members, driving exceptional customer success and experience.• Increased Gross Revenue Retention by 8% (23'-24') and improved Net Revenue Retention by over 10% (22'-23')• Elevated 12-month rolling NPS by +20 points• Spearheaded a CS Strategic Programs initiative highlighted by the acquisition and rollout of Catalyst CS platform, automating customer lifecycle playbooks from onboarding to renewal cycles.• Established comprehensive KPIs across support, implementation, and CSM teams, ensuring clear metrics and accountability.• Introduced Strategic Account Plans and Value Outcome Measurements for 100% of the customer base, enhancing customer satisfaction and retention.• Streamlined growth forecasting, funnel metrics and opportunity management using the MEDDPICC methodology aligning with pre-sales efforts.• Revamped compensation plans to drive growth incentives, boosting team performance and company growth.• Launched Customer Advisory Boards, engaging top economic buyers and project owners to foster stronger customer relationships. -
Vice President Of Customer ExperienceThe Reynolds And Reynolds Company Sep 2020 - Apr 2022Dayton, Oh, Us• Reynolds & Reynolds acquired Gubagoo in 2021• Led a global customer success and support team of over 75 individuals, managing a subscription platform for 10,000+ automotive dealerships.• Established new management layers and customer segments, enhancing team structure and efficiency.• Developed a CS upskilling program with 40+ learning tracks, boosting team capabilities and performance.• Increased net retention rate from 95% to 102% year-over-year.• Achieved a 70% lift in product adoption for Gubagoo Liveplays through strategic marketing partnerships. -
Senior Director, Customer SuccessPendo.Io Jun 2019 - Sep 2020Raleigh, North Carolina, Us• Led Pendo North American and EMEA mid-market, enterprise and strategic customer success segment teams managing revenue over 50M+ ARR• Directly manage a total team size of 23 individuals, including segment CS management team• Build and drive cross functional programs such as voice of customer, CSM skill and career development planning, new product introductions, CS data insights and refining our post sales experience • Consistently hit KPI’s – Driving 110% NRR and +50 NPS across managed segments -
Director Of Customer SuccessPendo.Io Nov 2017 - May 2019Raleigh, North Carolina, Us• Successfully established and key driver of scaling CS team from 3 CSM’s to over 30 globallyBuild and roll out post sales lifecycle playbooks, implemented customer segments, established input and output KPI’s like retention, customer health and customer outcome targets• Hit and surpassed NRR targets ranging from 105-120% all 8 out of 8 quarters in role
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Head Of Global Customer Success At CourseraCoursera Aug 2016 - Nov 2017Mountain View, Ca, Us• Lead efforts to build Lead Coursera’s customer success managers across North America, Europe, and Asia Pacific in managing a global customer base of 300 customers and 15M annual recurring revenue • Built CSM team from scratch to build Enterprise Business from 4M ARR to over 15M in Yr2• Rolled out first CS strategy for Enterprise, customer segmentation program, tooling, customer lifecycle map and operational model• Creation of Voice of Customer Program including Advisory Board and NPS program• Grew NPS up 20 points YoY 2016-2017 to +54• 15% Net Ratio growth YoY of existing customers -
Svp, Global Customer SuccessTradeshift Jul 2015 - Aug 2016San Francisco, California, Us -
Vp, Customer SuccessTradeshift May 2014 - Jul 2015San Francisco, California, Us
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Senior Manager Customer Success, Global AccountsLinkedin Feb 2013 - May 2014Sunnyvale, Ca, Us -
Regional Manager, Customer SuccessLinkedin Jan 2012 - Jan 2013Sunnyvale, Ca, Us
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Product Consultant - Enterprise ServicesLinkedin Feb 2011 - Jan 2012Sunnyvale, Ca, Us
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Global Project SpecialistEaton Corporation Feb 2009 - Jan 2011Dublin, Ireland, Ie -
Talent Acquisition LeadEaton Corporation Feb 2006 - Jan 2009Dublin, Ireland, Ie
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Technical Recruiter (It)Volt 2005 - 2006Buffalo, New York, Us -
Hr Gen - Office Supervisor (Intern)Adecco 2004 - 2005Zurich, Zurich, Ch
Mark Freeman Skills
Mark Freeman Education Details
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North Carolina State UniversityHr Development
Frequently Asked Questions about Mark Freeman
What company does Mark Freeman work for?
Mark Freeman works for Relias
What is Mark Freeman's role at the current company?
Mark Freeman's current role is Director, Client Success - Behavioral and Community Health.
What is Mark Freeman's email address?
Mark Freeman's email address is ma****@****endo.io
What is Mark Freeman's direct phone number?
Mark Freeman's direct phone number is +191981*****
What schools did Mark Freeman attend?
Mark Freeman attended North Carolina State University.
What skills is Mark Freeman known for?
Mark Freeman has skills like Leadership, Consulting, Sdlc, Human Resources, Customer Success, Account Management, Start Ups, Software As A Service, Data Analysis, Sourcing, Workforce Planning, Implementation Services.
Who are Mark Freeman's colleagues?
Mark Freeman's colleagues are Yvonne J. Stier, Cassie Hathaway, Faryal Naeem, Alissa Trifaro, Moises Meza, Madison Seals, Al Miller.
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