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 renewal cycles, onboard new customers faster, and build accurate renewal forecasts.- 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Collaborating with cross-functional teams to incorporate customer feedback into product roadmaps, improving customer satisfaction, and driving business growth through data-driven insights and strategic initiatives.- 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Guiding the Customer Success team to meet renewal targets, upsell/cross-sell goals, and customer satisfaction objectives, while spearheading training initiatives to enhance renewal negotiation and relationship management skills.

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 teams, creating additional growth opportunities.

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 December to negative double digit churn in March, with recent months hovering around 0%. Among our core customer base, net MRR churn was negative for most months in 2022.Created playbooks, improved processes, built automation, and more as we scaled the organization.

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 custom platform setup and 1:1 training.Introduced an NPS process, gathering feedback from existing customers on a regular basis. The feedback was leveraged to drive new product introductions and internal automation.

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 recommendations on how clients can grow their brands through digital marketingWorked through renewals and RFPs, often extending contract lengths to multi year terms orincreasing renewal spend through add ons.

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 as the company grew, such as automation, creating new roles, one to many customer approaches (webinars, etc), and cross functional collaboration.Worked closely with global counterparts in product, marketing, and sales to address customer needs, align on future goals, and create best practices.

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 channel distribution, content and presentation; to protect brand integrity; and to grow sales online.Provided guidance for the consultants as they worked with CPG, Pharmaceutical, and Electronics companies to proactively identify and address customer issues, interpret insights, define action plans, and increase customer satisfaction. Build and developed strategy for the team including creating structure, new processes, long term team and company growth direction, and plans for customer retentionWorked closely with cross functional partners such as marketing (presenting in webinars, speaking at conferences), product (guiding new product innovation), and sales (creating account plans and determining ways to succeed with customers)Oversaw a new Professional Services function within the Americas Customer Success team, creating actionable insights and consultative deep dive analyses to build upon the data within the existing SaaS platform. Determined resourcing in the Americas region, creating marketing collateral for the sales team, and training internal teams on how to position and sell the new solutions. This new function surpassed 2017 revenue goals by 40%Implemented a baseline service structure, ensuring that customer contracts had new language to build guidelines around what services the consultants would provide. This process resulted in margin improvements and new opportunities for upsell.

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 practices and processes, aligned internal resources to fulfill client projects, and provided guidance to team members.Partnered with cross functional departments, providing support and guidance for analysts, assisting in developing marketing materials, and contributing feedback for new product development.Trained clients on how to use Slice’s e-commerce panel data, including navigating the software platform and using the data to make informed business decisions.

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 new products, and find the most efficient ways to increase sales.Grew client accounts by 14% in sales from 2014 to 2015, building on a six year trend of exceeding annual goals.Managed a team of direct reports, providing leadership perspective and guidance on building their own client portfolio and honing their analytic and sales skills.Created analyses used in retailers such as Wal-Mart, Kroger, CVS, and Target, showing how to increase sales by targeting core shoppers and having optimal product assortment.Owned the execution strategies of various marketing plans including competitive strategies, facilitating changes that created hundreds of thousands of dollars in additional company revenue for clients.Used point of sale and consumer based information to complete analyses, often building upon multiple data sources to fully answer a client’s business issue.Received the 2015 Lead the Way award, recognizing top employees within the company for outstanding efforts

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 other key retailers, and found underperforming SKUs to delist without compromising the brand’s overall business.

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