Johan Gedde Email & Phone Number

Arlington, Virginia, United States

Potomac, Maryland, Us

In close partnership with the COO at Curbio, I enhanced delivery, engagement, and customer experience, achieving measurable success across key performance metrics.• Consistently exceeded revenue goals by 20% for four consecutive quarters by implementing strategic customer success initiatives.• Drove a significant improvement in NPS, from 52 to 78, by leveraging data insights and customer feedback to shape customer experience and deliver actionable insights.• Streamlined the customer onboarding journey by implementing engagement strategies that improved accelerated project delivery timelines resulting in 33% improvement.

University Of Richmond, Va, Us

• Provided expert guidance to faculty and students in the Customer Experience Certificate Program at the University of Richmond.• Participated in committee meetings and served as a speaker, mentor, and webinar host.• Offered feedback on program effectiveness and contributed to enhancing the overall learning experience.

Arlington, Va, Us

Cyber Security SaaS company that unites Cyber Risk Quantification, Threat Intelligence and SOAR capabilities.Reported directly to the founder and CEO to lead customer success initiatives, owning 'customer value' on behalf of ThreatConnect. My role encompassed full P&L responsibility, customer retention, revenue expansion, advocacy, and the overall customer experience, while leading a team across Onboarding/Implementation, Professional Services, Help Desk, and Customer Success.Developed and executed the strategy and roadmap for Customer Success to deliver best-in-class experiences, maximize engagement, and drive user adoption, ultimately aligning with ThreatConnect’s vision for growth. Key accomplishments include:• Led the company's digital transformation efforts by implementing customer segmentation models and tailored engagement strategies, achieving a 60% increase in user adoption while elevating the customer experience.• Achieved 100% retention for first-year customers by aligning key success indicators with account health metrics, shifting the CS team to a proactive model focused on business outcomes and service utilization.• Drove a 40% improvement in account expansion through the creation of personalized engagement campaigns and expansion playbooks, leveraging digital tools and customer analytics to enhance customer value.

Vienna, Virginia, Us

Surefire Local is a SaaS company that enables national brands, and their local affiliates multiply the impact of their online marketing. • Built and scaled a cross-functional team of 85 members, fostering a customer-first culture delivering an exceptional customer experience and boosting NPS from 11 to 50.• Developed a digital customer engagement strategy by leveraging data-insights and implementing automated workflows significantly improving adoption and achieving 35% NRR improvement.• Restructured offshore operations, achieving a 28% productivity improvement and 31% cost reduction.

Experience Excel delivered consulting to B2B SaaS companies that helped improve the customer experience and accelerate growth while scaling the CS organization. Worked with customer success teams and introduced retention and upsell strategies while optimizing the customer journey.• Implemented new Customer Success operations to enhance customer experience and improve renewal rates.• Introduced KPIs to measure success and identify areas for improvement in the customer journey.• Implemented self-service digital platforms and virtual training initiatives to increase product adoption and loyalty.

Herndon, Virginia, Us

Responsible for full P&L, lowering churn, expanding revenue, customer advocacy, and the overall customer experience. Transformed the CS organization from a reactive team to a proactive entity and developed innovative services products and strategies to enhance the company’s evolving portfolio and drive expansion into new markets.• Led transformation of CS organization from reactive to proactive, improving customer satisfaction by 30% through the implementation of health scores and account plans.• Spearheaded operational efficiency improvements, reducing costs by 20% while enhancing customer service levels.

Repatriated back to the U.S. after a successful exit at Vocus and helping PE firm GTCR combine the business in EMEA.

Beltsville, Md, Us

Vocus is a SaaS provider that grew to $200M, with 2006 IPO and 2014 acquisition by GTCR• Led the international operations and scaled cross-functional teams including CSMs, Onboarding, Professional Services and data researchers.• Partner with Sales and Marketing and achieved global market expansion into Europe, Asia, and Middle East, achieving 43% YoY growth.• Implemented engagement strategies and customer experience metrics to drive product adoption, retention, and satisfaction.• Successfully integrated a competitor acquisition in France, retaining 90% of customers.

Beltsville, Md, Us

• Developed and implemented programs to enhance customer satisfaction and increase retention, achieving 110% NRR.• Built a team laser focused on delivering continual customer value resulting in 35% user adoption improvement.• Collaborated with Sales and participated in customer demos to assist with technical questions and present the onboarding and customer success model.

Beltsville, Md, Us

• Conducted customer assessment meetings and developed customer success plans aligned with the customer goals and objectives.• Planned and directed enterprise projects driving high customer satisfaction and achieving 100% success delivering projects with a 95% gross retention for first-year customers.

Stamford, Ct, Us

Worked with all user levels from C-level down to analyze business processes and provide solutions based on business requirements. Gained early experience in project management as well as managing product implementation projects in areas including resource coordination and customer solution development team leadership.