Heather Kaplan Email & Phone Number

Boston, MA, US

Leading Customer Success initiatives including: - 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗚𝗿𝗼𝘄𝘁𝗵: Driving customer retention, renewal, and expansion initiatives to achieve stronger renewal rates, Net Revenue Retention, and expansion revenue.- 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: Streamlining customer success processes, implementing automated tools, and enhancing the customer journey to reduce.

Led some of the company's large global accounts, managing strategy, senior relationships with key stakeholders, and building growth opportunities. Increased revenue among those accounts by 34% from H1 2023 to H2 2023 and 20% growth in H1 2024. Expanded relationships with key stakeholders including adjacent teams, leadership (CMO, VP, etc), and regional.

Led a portfolio of accounts that increased from an average of €200k/month in Q4 2022 to €550k/month in Q2 2023Managed a team of CSMs, helping to hone their communication and client relationship skills.

Led the Revenue organization, comprised of Customer Success, Account Executive, and Sales Generation functions. In 2022, grew the customer lifetime value by over 3x, by effectively targeting enterprise accounts. Increased MRR by 51% among all customers and 120% among our core customer target. Drove down monthly net MRR churn from double digit churn in.

In 2022, increased the average revenue per account from $200 to $350Created and led customer and prospect webinars, sharing thought leadership and best practices for foh&boh's product and the industry.Built an efficient onboarding process to speed up new client access to foh&boh's platform. Clients would be up and running within 24 hours- including a.

Successfully renewed a travel/ hospitality client in a multi year contract, despite their business contracting severely due to the pandemic.Worked closely with senior executives within my client portfolio to understand the complex needs oftheir business, translating priorities to project plans, and successfully executing the work requiredShared strategic.

Greater Boston Area

Directly responsible for the Customer Success team, inclusive of Data Operations, Product Specialists, Customer Success Managers, and Data Engineers. Created new processes for upsell and renewal, improving monthly net churn rate several points, including a few months of net negative churn. Surpassed all goals and KPIs.Focused on ways to scale efficiently.

Boston, MA

Led a team of Customer Success consultants, including managers and individual contributors. The Customer Success team is responsible for ensuring Clavis customers are utilizing the SaaS platform to successfully impact their businesses. This is done by analyzing a product's digital shelf across leading e-commerce sites to enable brands to optimize digital.

Boston, Massachusetts

Managed many of Slice’s Consumer Packaged Goods and Retailer client accounts, providing analytics and insights on the e-commerce channel. Delivered client insights by analyzing consumer demographics, buyer behavior, sales and share growth, and category disruptors within the online market. Through a leadership role on the Client Success team, built new.

Boston, MA

Managed client accounts, working directly with senior level executives, providing Consumer Packaged Goods manufacturers with insights and answers to their key business issues.Worked with clients as an extension of their marketing teams to uncover opportunities within retailers, provide guidance for pricing strategies, determine product assortment, launch.

Boston, MA

Chicago, IL

Supported Unilever’s Deodorant and Daily Hair Care businesses as a marketing consultant, managing seven brands in total. Acted as the main global contact across Home and Personal Care categories and created business analyses used in twelve countries. Facilitated major decisions such as how to strategically target competitors, how to succeed at Walmart and.

Paramus, NJ

Built marketing plans from initial consumer research, designing forecasts, and creating advertising/ in store promotion plansReceived the 2005 Rookie of the Year award, which honored top new hires in the company.

Paramus, NJ

Worked as an extension of Kraft's Salted Snacks marketing team as a research consultant.

Master Of Business Administration (Mba), 4.0

Bachelors Of Science, Marketing, Decision Sciences

Activities and Societies: Alpha Phi Omega Miami Marketing Enterprises Dance Marathon