Joshua Lyons Email & Phone Number

Washington Dc-Baltimore Area

Cloudflare Enterprise Customer Success Team

Washington D.C. Metro Area

Integrated Customer Success & Project Management into the Customer Outcomes team. During my tenure as Individual Contributor & Director, I accomplished the following: 🟢 Founding CSM; Built the Customer Success function from the ground up while owning a personal book of 12 Enterprise/Mid-Market accounts representing $2M+ ARR, trailing a 3+yr 100% retention rate 🟢 Ran full customer lifecycle (onboarding, implementation, success planning, renewal, expansion); Set an average NPS of 9.5 and increased number of customer references (166% of goal) 🟢 Increased account ARR by 10-25% YoY in partnership with Sales, hitting annual NRR goals each year by conducting deep discovery to identify opportunities for increased usage 🟢 Expanded CS function’s scope from 1 to 4 lines of business, creating and maturing specialized playbooks establishing 50+ SOPs with customer-facing deliverables (Success Plans, QBR/ABR decks) to standardize execution across the team 🟢 Designed onboarding process to uncover potential challenges pre-implementation that decreased avg TTFV by 33% and raised avg Implementation CSAT 28% 🟢 Built & implemented a custom CS platform on Salesforce that provided leadership with data insights, increased CSM efficiency by 20%, and reduced mistakes/oversights by 25% within first year 🟢 Created a first-of-its-kind Voice of the Customer program, garnering a ~100% response rate that opened up key channels for actionable insights and additional revenue opportunities 🟢 Grew CS team to 6, providing ongoing enablement and supporting career growth with transitions to other company functions

Washington D.C. Metro Area

Developed & matured Infolock's Customer Success program from 1 to all 4 lines of business, while continuing as an Individual Contributor CSM for our Managed Services customers.

Washington D.C. Metro Area

Created and piloted Infolock's Customer Success program as the only Individual Contributor CSM focused on our Managed Services line of business, with the ultimate goal of helping customers realize and articulate the value of their investment.

Washington D.C. Metro Area

Coordinated & executed sales strategy as well as managed key customer and partner relationships in the Mid-Atlantic area. Because of my outcomes based approach and success in the role, I was asked to create and pilot Infolock's Customer Success program.

Frederick, Md

- Account manager responsible for customer satisfaction & revenue growth for the company's key national accounts related to the following services: Risk Assessments, HIPAA/HITRUST Assessments, Penetration Testing, PCI/PA DSS Assessments, Policy Development, Advisory Consulting Services ($1M annual quota - 115% average attainment 2013-2018) - Grew the company’s largest account from $15k consulting engagement to $500k ARR (retained customer over 12yrs starting in a previous role through the end of my tenure with the company) - Extended revenue model by moving 75% of customers from 1-year to multi-year contracts - Primary interface for business development and negotiating partnership opportunities for the company - Responsible for all product vendor relationships & development of growth strategy and execution - Primary Salesforce administrator for 12yrs - Represented sales/account management department on the leadership team, providing corporate sales strategy and direction to the president

Frederick, Md

- Individually responsible for the successful onboarding of 20 customers onto our VendorPoint SaaS platform with a 95% renewal rate. Decreased onboarding time to completion by 65%. - Responsible for client satisfaction, service delivery, and project management of 50 concurrent client engagements, where 60% of one-time engagements transitioned to repeat customers - Managed a team of 10 consultants and engineers (full time staff and contractors) with zero turnover - Provided sales team with project scoping for all service engagements and successfully led effort to increase consultant efficiency & profitability by 15% YoY.

Frederick, Md

Originally responsible for generating all revenue associated with the PCI DSS line of business, which transitioned to Account Management for 75+ customers and overall responsibility of generating revenue for corporate-wide lines of business along with managing the sales team. 100%-130% quota attainment each year.

Frederick, Md

Account Management for 25+ customers among various other customer and partner responsibilities. Sales Operations “go-to” resource for all internal departments. Sold company’s largest product resale deal ($300k).

Irvine, Ca

Manassas, Va

Rockville, Md