Johan Gedde Email and Phone Number
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Global Customer Success Executive with 17 years of experience leading and scaling cross-functional team. Results-driven executive specializing in developing and implementing strategic initiatives that create frictionless, impactful customer journeys. Centered on aligning cross-functional teams to exceed customer expectations and continually deliver value, fostering high retention and growth through proactive, data-backed engagement strategies.Led digital engagement transformations at organizations like ThreatConnect, Surefire Local, and Curbio. By scaling high-performing teams and operationalizing metrics-driven processes, I’ve increased engagement, improved product adoption, and minimized friction points, culminating in a 35% improvement in Net Retention Revenue and 78 NPS.💡 Key Competencies:Vision and Strategy: Set a forward-looking direction, developing roadmaps that align team goals with customer success outcomes and business growth.Operational Excellence: Implement streamlined processes, standardized customer-facing templates, and automation to scale team productivity, reducing onboarding timelines by 33%, doubling CSMs book of business enhancing efficiency.Analytical Problem-Solving: Leverage data-driven KPIs to guide proactive customer engagement, risk mitigation, and opportunity identification, fostering a customer-first culture.I am passionate about unlocking the potential in customer success teams and creating meaningful business impact.Competencies:Digital Engagement Strategy | Retention & Growth Strategies | Customer Experience Optimization | Cross-Functional Collaboration | Data-Driven Decision Making | Operational Excellence | Strategic Vision and Planning | Business Process Improvement | Financial Forecasting
Xoutcomes
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XoutcomesArlington, Virginia, United States
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Svp, Customer Success And ExperienceCurbio Nov 2022 - Apr 2024Potomac, Maryland, UsIn 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. -
Advisor To The Customer Experience ProgramUniversity Of Richmond Jan 2022 - Jan 2023University 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. -
Svp, Customer Success And ExperienceThreatconnect Mar 2021 - Aug 2022Arlington, Va, UsCyber 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. -
Executive Vice President, Customer Success & Global OperationsSurefire Local Mar 2017 - Feb 2021Vienna, Virginia, UsSurefire 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. -
Managing PartnerExperience Excel Dec 2015 - Mar 2017Experience 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.
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Svp Client ServicesFranconnect Mar 2015 - Dec 2015Herndon, Virginia, UsResponsible 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. -
RelocationCareer Break Nov 2014 - Feb 2015Repatriated back to the U.S. after a successful exit at Vocus and helping PE firm GTCR combine the business in EMEA.
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Vp, Client Services EmeaVocus Nov 2010 - Nov 2014Beltsville, Md, UsVocus 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. -
Director, Professional ServicesVocus Jul 2007 - Nov 2010Beltsville, 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.
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Project ManagerVocus Aug 2004 - Jul 2007Beltsville, 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.
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Senior ConsultantPitney Bowes Software Jul 2001 - Aug 2004Stamford, Ct, UsWorked 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.
Johan Gedde Skills
Johan Gedde Education Details
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University Of MarylandCum Laude
Frequently Asked Questions about Johan Gedde
What company does Johan Gedde work for?
Johan Gedde works for Xoutcomes
What is Johan Gedde's role at the current company?
Johan Gedde's current role is SVP of Customer Success & Experience | Driving Growth through Data-Driven Client Engagement & Customer-Centric Innovation in SaaS.
What is Johan Gedde's email address?
Johan Gedde's email address is jg****@****cus.com
What is Johan Gedde's direct phone number?
Johan Gedde's direct phone number is +120268*****
What schools did Johan Gedde attend?
Johan Gedde attended University Of Maryland.
What skills is Johan Gedde known for?
Johan Gedde has skills like Saas, Professional Services, Salesforce.com, Account Management, Crm, Leadership, Enterprise Software, Management, Strategy, Cloud Computing, Analytics, Lead Generation.
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