With over 6 years of experience in Customer Success Management & leadership, I thrive on identifying new opportunities, fostering strategic partnerships, and driving revenue growth for B2B SaaS Technology companies. I drove $1M in upsell in a single year by collaborating cross-functionally to address issues and develop success plans. I thoroughly enjoy helping increase product adoption in order to maximize customer value. Prior to joining Swimlane as a Customer Success Manager, I led the operations of a localized Cambodian SaaS company providing a Human Resources Management Solution. While there I coached and developed our sales team, increasing sales 100% Year-over-Year. Taking into account the market situation, I transitioned our Support team into a Customer Success focused team on managing customer expectations, resulting in increased customer satisfaction and retention.With a proven track record of being promoted at nearly every organization I have been a part of both internationally and in the United States, I am currently looking for my next opportunity as a Customer Success Manager. I am happy to meet new connections, learn from others, and always enjoy a game of football. Click Connect and let's have a conversation!
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Senior Customer Success ManagerSwimlane Aug 2022 - May 2024• Oversaw a portfolio of 30+ accounts, managing a revenue retention and growth target of over $7M by identifying customer needs, developing strategic plans for further customer engagement, managing customer onboarding, and ensuring satisfaction through consistent follow-up and support.• Attained renewal rate of over 90% by collaborating cross-functionally with Sales, Engineering, Product, Professional Services and Support to address issues, increase product adoption, and drive success plans.• Led quarterly business review meetings with over 30 customer executives, ensuring alignment with their strategic goals, and led project management with professional services to implement solutions that increased customer satisfaction scores by 20%.• Engaged with high-profile and large-scale clients, including 10 Fortune 500 companies and 17 enterprise-level organizations, to foster long-term relationships being the Voice of the Customer, and leading to 15% growth in account value. -
Customer Success ManagerSwimlane Aug 2021 - Jul 2022• Achieved over $5M in revenue retention and growth by overseeing 30+ accounts and identifying needs, data-driven decision-making, developing strategies, managing escalations, and ensuring satisfaction.• Drove over $1M in upsell in 2021 by strong relationship building, resolving product issues and devising growth strategies in collaboration with sales, product, support, and engineering teams.• Attained renewal rate of over 90% since 2021 by leveraging superb communication skills and delivering quick and accurate customer service.• Earned Top Customer Success Manager award in 2021 by building strong client rapport through a service-oriented approach focused on speed, accuracy, trust, and respect, leading to increased upsell opportunities of over $1M.
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Chief Operations OfficerCorarl Co. Ltd. May 2018 - Mar 2021• Transitioned the support team into a high-performing customer success team, leading to improved customer retention and satisfaction • Boosted market presence as well as obtained 100% year-over-year increase in the customer base by building sales team through ongoing training and coaching,• Reduced clients' payroll processing time by 50%, leading to increased product adoption and customer satisfaction by designing and implementing product surveys used in marketing strategy.• Achieved over 50% increase in leads by leading marketing campaigns and creating user stories and guiding marketing and social media strategies. -
General ManagerPasserelles Numériques Apr 2016 - May 2018Phnom Penh, Cambodia• Accomplished 35% reduction in graduation-to-employment duration, maximizing graduate employability by directing operations of diverse 40-member Cambodian office and articulating vision and securing collective support through strong interpersonal relationships and outcome tracking.• Headed successful acquisition of Microsoft Philanthropies Sponsorship by collaborating with PN regional office on strategic fundraising initiatives, developing partnerships, delivering senior-level reports, and updating database with relevant key performance indicators.• Propelled students’ skills and development by formulating new curriculum for a two-year IT vocational training program emphasizing a "learning by doing" approach, leveraging 20 team members across five teams. -
Training ManagerPasserelles Numériques Apr 2014 - Mar 2016Phnom Penh, Cambodia• Facilitated discussions with trainers to define clear role expectations and emphasized their crucial impact on student success, resulting in increased motivation and higher quality lesson delivery.• Provided comprehensive training for trainers on both summative and formative assessment techniques, and established an exam procedure with thorough checks, ensuring fair and accurate evaluation of student skills.
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Supervising TeacherSchools Of North America Aug 2011 - Jul 2013Ho Chi Minh City, Vietnam• Performed as liaison for school principal and board of education in meetings and school reform• Led meetings to critically assess school operations and manage International faculty• Created, planned, and organized school events• Maintained online access to network resources for all teachers• Managed academic and/or behavioral concerns by building a rapport with parents and students• Led decision to purchase textbooks aligned with California Common Core Education Standards for International Accreditation• Taught 1st, 4th and 5th grades following California Common Core Education Standards
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Instructional AssistantSan Diego Center For Children Jul 2010 - Aug 2011San Diego, Ca• Supervised daily activities of adolescents with severe psychological trauma and mental disorders in a residential care setting• De-escalated conflicts between residents and communicated with clients to aid in resolutions• Counseled adolescents by offering coping skills to improve and learn appropriate behavioral interactions -
Family MentorInternational Rescue Committee Jan 2009 - May 2010Oakland, Ca• Tutored children in English and Math• Assisted family in problem solving, medical, legal, and cultural issues• Effectively communicated cross-culturally with refugee families in an individualized and respectful manner -
Operations Clerk, Dock WorkerUps Freight Nov 2005 - Mar 2007San Diego, Ca• Managed staff of 3 dock workers and up to 10 drivers per shift by checking in on duties, planning dock setup, dispatching drivers, and entering shipping manifests; increased head load efficiency from <10% to >70%• Organized computer data system with tracking numbers, destinations, clients, type of freight and maintained previous shipments statuses; loaded and unloaded freight, earned Forklift Driver Certification
John Munger Education Details
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Peace And Conflict Studies -
Language And Culture CoachingEnglish -
Mt. Carmel High School
Frequently Asked Questions about John Munger
What is John Munger's role at the current company?
John Munger's current role is Experienced Senior B2B SaaS Customer Success Manager | $1M Upsell Generated in a Single Year | House Hunters International Participant.
What schools did John Munger attend?
John Munger attended University Of California, Berkeley, Language And Culture Coaching, Mt. Carmel High School.
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