Mark Freeman Email & Phone Number

Chapel Hill, Nc, Us

Satellite Beach, Florida, Us

New 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.

Dayton, 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.

Raleigh, 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

Raleigh, 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

Mountain 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

San Francisco, California, Us

San Francisco, California, Us

Sunnyvale, Ca, Us

Sunnyvale, Ca, Us

Sunnyvale, Ca, Us

Dublin, Ireland, Ie

Dublin, Ireland, Ie

Buffalo, New York, Us

Zurich, Zurich, Ch