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Proven Customer Success executive with over 12 years of experience in SaaS, leading high-performance teams to exceed business targets. Specializes in building, optimizing, and scaling customer success organizations to drive value and business outcomes for customers.My CS leadership experience started in 2017 at Marketo, following the acquisition by Vista Equity Partners. I was promoted to build and lead a new SMB CSM team and exceeded GRR and NRR targets. Most recently at Act-On Software, I led a global team of 8 CSMs, doubling customer engagement rates and implementing new practices to enhance customer outcomes and reduce churn risk. Additionally, I helped build the scaled and digital-first customer success practice. My strategic approach to Customer Success focuses on understanding customer outcomes, fostering strong relationships, and optimizing value delivery. I am dedicated to developing scalable processes, leveraging data to identify opportunities, and implementing proactive measures to enhance customer satisfaction and retention. Passionate about instilling a culture of accountability and continual growth, I excel at cross-functional collaboration to ensure holistic and seamless customer experiences. Experience includes:* Customer Success team builder, coach/mentor, and growth-minded leader* Data-driven insights, strategies, and KPI accountability* Strategically directing and guiding customers* Proactive success management throughout the customer lifecycle* Client acquisition, expansion, and retention focussed* Executive-level engagement and relationship building
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Sr. Director, Customer Success - StrategicAct-On Software, Inc. 2022 - 2024Portland, Oregon, Us* Directed a global team of 8 Customer Success Managers, to drive value and business outcomes for over 250 enterprise customers* Achieved a 100% increase in account engagement rates, raising the weekly average number of customer calls from 5 to 10 per CSM within 3 months through consistent tracking, monitoring, and coaching* Reduced churn risk by 20% by redesigning the renewal cycle for the account management team and aligning it with the CSM’s customer engagement motions* Collaborated with CS leadership to develop a scaled, digital-first customer success operating model supporting over 600 SMB and 250 Enterprise customers improving NPS scores by over 40 points* Increased CSM efficiency and customer support by optimizing playbooks and tools for escalation management, NPS follow-up, customer success plans, and EBRs -
Lead Customer Success ManagerAdobe Marketo 2018 - 2021San Jose, California, Us* Exceeded GRR targets by 101% to 109% QoQ securing additional retained revenue* Led a cross-functional team, including executive leadership, to support a large strategic customer resulting in a $700K multi-year renewal* Accelerated adoption by over 15% through management of maturity models, executive business reviews, and success plans* Directed cross-functional teams to identify white space, deliver product demos, and introduce strategic partners, generating over $1M in expansion revenue -
Manager, Customer SuccessAdobe Marketo 2017 - 2018San Jose, California, Us* Recruited an SMB customer success team of 8, ramped up within 2 months, and exceeded 3 consecutive quarterly GRR attainment targets by an average of 104%* Achieved 105% to 120% quarterly NRR targets producing up to $200k per quarter in expansion revenue* Redesigned the training program for CSMs to enhance product and industry knowledge which drove value and adoption for customers and resulted in exceeding revenue targets* Activated a partner enablement program that educated CSMs on driving customer value, boosting retention stickiness, and generating over $1M in pipeline for partners
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Senior Customer Success Manager - EnterpriseAdobe Marketo 2015 - 2017San Jose, California, Us* Consistently outperformed quarterly retention targets by 5% to 17% while meeting MBO targets* Mitigated churn risk by proactively leading cross-functional escalations to resolution resulting in saving approximately $350k in ARR* Delivered strategic insights to customer executives and practitioners, driving enhancements in customer success plans and maximizing value realization
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Vp Of PartnershipsHarlo Interactive 2014 - 2015Portland, Or, Us* Exceeded revenue targets by 124% within the first 6 months through new business sales * Crafted a comprehensive GTM plan, including positioning, IDP, sales process, and funnel management* Innovated new tools and practices to expedite proposal development, including converting the proposal template to Word format and implementing a pre-approved pricing structure, cutting proposal generation times in half* Collaborated with engineers and designers to develop websites and mobile apps meeting customer business needs and requirements -
Senior Account ManagerJanrain, Inc. 2012 - 2014Portland, Or, Us* Led customer lifecycle and success initiatives to deliver impactful results for Fortune 500 and enterprise-level accounts* Directed customer onboarding efforts across projects, services, and support teams to ensure seamless transitions and optimal customer experiences*Crafted and implemented strategic account plans to consistently achieve retention and growth targets* Advised clients on single sign-on (SSO) and identity management best practices to meet technical requirements and maximize value -
President+Hedges 2010 - 2012+hedges maximizes the impact of marketing budgets by aligning businesses with the most effective strategies, solutions, technologies, and partnerships. -
Digital Sales DirectorEntercom 2008 - 2010Philadelphia, Pa, UsLed the entire digital advertising sales process, from packaging and pricing to tracking performance and sales enablement. -
Director Of Business DevelopmentThinknw 2006 - 2007The Pacific Northwest, UsDrove revenue growth by crafting tailored sales strategies, leading internal teams, building strong client relationships, and delivering impactful, immersive brand experiences. -
Director Of Business DevelopmentDunthorpe Marketing 2002 - 2006Portland, Oregon, UsLed a demand generation agency to drive new revenue, establish strategic partnerships, and create innovative service offerings.
Greg Hedges Skills
Greg Hedges Education Details
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University Of Puget SoundBusiness Administration And Management - Marketing
Frequently Asked Questions about Greg Hedges
What is Greg Hedges's role at the current company?
Greg Hedges's current role is Customer Success and Account Management Leader | SaaS | Outcomes | Retention | Expansion.
What is Greg Hedges's email address?
Greg Hedges's email address is gh****@****eto.com
What is Greg Hedges's direct phone number?
Greg Hedges's direct phone number is +150380*****
What schools did Greg Hedges attend?
Greg Hedges attended University Of Puget Sound.
What skills is Greg Hedges known for?
Greg Hedges has skills like Strategic Partnerships, Digital Marketing, Lead Generation, Account Management, Social Media Marketing, Strategy, Direct Marketing, Integrated Marketing, New Business Development, Online Advertising, Digital Strategy, Marketing Strategy.
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