Holly Goodliffe Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, United States

• Build new Scaled CS team to create digital campaigns driving product adoption for 2 companies, 3 GTM models, and 3 products coming together into 1 platform• Create & nurture strategic cross-functional relationships across new integrated company to ensure stakeholders understand value and team gets needed resources• Continually evolve the structure of Scaled CS to enable Contentsquare to scale services and become profitable: identify and fill critical gaps and propose alternate and effective organization structures to meet business needs

San Francisco, California, United States

Building & optimizing Digital CS functions at forward-thinking SaaS companies who want to help more customers with fewer resources. hollygoodliffe.com/scaledcs

Selected by peers and top influencers to create the world’s first syndicate of Customer Success and Customer Experience experts investing in startups providing tech that improves Net Revenue Retention (NRR).

San Francisco, California, United States

• Built Lifecycle Marketing, Digital CS, Pooled CS, and Community functions from the ground up to increase account usage, health, and renewals via emails, in-app guides, 1:many workshops, 1:1 meetings, Online Community, and Community programs• Increased renewals by lifting 10-point health score by 1.2 points (for accounts that met with Pooled CSM vs. those that didn’t), and garnering digital campaign clicks at 85% of the accounts that renewed (vs. only 43% of non-renewing accounts)• Designed & built innovative nurture campaigns to meet business needs that got customer attention via email and then clicked them into the product UI to walk through how-to guides:--> 94% of new users did the active usage event within 2 days of receiving campaign--> 73% of new accounts receiving Account Setup nurture were set up well enough to create charts within 2 days of receiving an email--> 40% of targeted accounts in our Reengagement nurture had a lapsed user actively use again--> 8.5% of paid accounts trialed the add-on we were cross-selling• Lifted WAUs at high-risk accounts through innovative product feature newsletter, thought leadership newsletter, workshop invites, and tips & tricks emails: moved 80 accounts per quarter from 0 to 1 WAU• Piloted A/B testing and experimentation approach for rapid learning and iteration to find ways to lift Heap’s user adoption and retention metrics: example A/B test increased clicks in in-app checklist by 2 points and increased first-time dashboard creation by 13 points• Led a flawless Community launch with high momentum and quality content from Day 1, with annual impact of 1500 customer visitors from 750 accounts and 255 customer questions answered• Hired, managed, and mentored high-performing team with highest engagement scores in the org• Mastered personalization and the dynamic delivery of content by stage in the customer journey, behavior in the product, job function, and industry

San Francisco, California, United States

• As Global Head of Retention Marketing for Adobe Analytics, owned every aspect of personalized, multi-channel adoption and retention program for $75M Adobe Analytics subscription business, which is paving the way for scaling email nurtures, in-product guides, online learning paths, and campaign attribution for 9 other Adobe products• Created and optimized in-product guide series to convert struggling accounts to core accounts, by intervening with Head Admin persona to provide extra support at vulnerable moments in the customer journey; achieved clickrates of 35% and product usage lift 9.5x higher for clickers (see https://info.gainsight.com/4-days-of-product-webinar-series-adobe-admin-onboarding.html)• Launched first-ever customer onboarding email nurture, which has lifted product usage 101% for users who click on the content; managed all strategy, marketing automation, data triggers, attribution analysis, customer research, and content creation; nurture currently enrolls 1,500 NOAM and APAC users per week• Scaled growth tech stack and infrastructure: piloted new ESP and product engagement platform, brokered partnerships with disparate data owners to bring together full E2E engagement data pipeline• Articulated 3-year customer lifetime value strategy for Adobe’s Chief Product Officer for our largest SaaS business, Creative Cloud; included developing new customer journey framework to unify all teams around the same quant and qual data, prioritizing biggest opportunities, and partnering with core PMs to provide early-stage prototypes to test play-based learning• As Chief of Staff for 1,000-person Customer Experience org, managed $90M annual budget; led strategic planning, forecasting and reporting; planned and facilitated staff meetings; accelerated hiring; launched global career development program

Greater Minneapolis-St. Paul Area

• Created growth strategy of partnering with hardware companies and using razor-blade model to offer full filtration solutions to customers, while maintaining focus on repeat sales of high-profit consumables • Based on extensive customer interviewing, designed go-to-market strategy to introduce new product into $200B automotive aftermarket to recapture market share from competitors

San Francisco Bay Area

• Drove continued optimization and evolution of startup’s multi-channel content marketing programs across website, always-on newsletter, email, live events, and PR to boost qualified leads by 40% with $0 budget• Analyzed and augmented onboarding flow and “Aha” moments by leveraging web content, original videos, written guides, and mentoring, leading to 25% topline growth from renewals• Scaled CRM tech stack and infrastructure: rolled out new web platform, created always-on newsletter, and scaled use of ESP

San Francisco Bay Area

• Leveraged data to design targeted guerilla marketing to niche population, yielding record-high class sizes • Garnered extensive national media attention for launch of refurbished clothing line

Ba, Cultural Anthropology, Political Science, 3.85 Gpa

• Phi Beta Kappa: National honor awarded to 10% of Stanford undergraduates • Stanford in Government Fellow at Congressional Research.

Mba, Strategy

• Kenan-Flagler Merit Fellowship recipient • 1st Place Winner - Carolina Challenge Startup Competition: Designed web platform for group.

Retention & Engagement Deep Dive