Eugene Katz Email & Phone Number

California, United States

California, United States

I advise companies on best practices and scalable solutions to optimize business performance, with a focus on Customer Success, Renewals and Expansion Sales, Account Management, Growth GTM, and Revenue Operations. I coach and mentor executives on scaling start-ups, building great cultures, driving operational excellence, and delivering legendary customer service.In addition, I provide support to clients in various capacities, including as a Fractional Chief Customer Officer (CCO), VP/Head of Customer Success, and VP/Head of Renewals and Expansion Sales.Sample engagements are provided below:

Provided support to the VP of Customer Success with annual planning and developing a go-to-market strategy for new customer success initiatives to improve product utilization and retention. My role involved identifying opportunities to enhance the customer journey and designing initiatives that strengthened onboarding, engagement, and renewal processes.https://www.getresponse.com/

Provided support to Inside Sales and Account Management teams to improve the GTM approach and customer engagement models. Developed objectives setting and tracking framework in partnership with Customer Success.https://lokalise.com/

Advised the executive team on re-structuring a renewals-focused Customer Success team. Developed expansion at the time of renewal GTM strategy. Supported the leadership team on scaling customer facing teams.https://www.sysaid.com/

IPF is an early-stage technology investment fund and real-estate syndicator. Partnerships and affiliations include: • KER Investments - Managing Member• Kaizen River - General Partner• OneWay Ventures - Limited Partner• S16VC - Limited Partner

Cerritos, California, Us

Building industry-leading Customer Success (CSMs, Digital CS, Paid CSM, Community, Risk Management, Technical Account Managers / TAM) and Renewal Sales (Enterprise, Commercial, Velocity) teams in the Risk Management SAAS space. AuditBoard tools integrate audit, risk, ESG, and compliance to empower strategic decision-making and strengthen business resilience.Responsible for customer outcomes through enhancements to the journey maps and a human-first approach via Customer Success and Renewal Sales teams. Relentless focus on expansion and retention engineering, enabling scalability and maximization of GRR/NRR (Gross/Net Revenue Retention).2000+ Customers | 97% GRR | 50+ NPS | $200M+ in ARR under managementAuditBoard is deployed by over 50% of Fortune 500 companies and is recognized by Deloitte Tech Trends Report as one of North America's 500 fastest-growing technology companies for 2019 - 2023.In July of 2024 AuditBoard was acquired for $3 billion by PE firm HG.

Palo Alto, Ca, Us

Partnered with the leadership team on Inside Sales go-to-market and Renewal Sales / Customer Success strategies. Delivered high-level strategy, business plans, and future-state analysis for the executive team. Helped restructure the company into stand-alone business units and relaunch customer-facing operations. Lead Pre and Post-Sales GTM strategies and Customer Lifetime Value growth via velocity sales (high-volume / low-touch) tactics. Interim leader for North American Inside Sales and Customer Success.

Los Angeles, Ca, Us

Drove business transformation by restructuring a queue-based support department into 4 separate functions: Deployment/Implementations, Customer Success, Renewal Sales, and Technical Support. Defined, streamlined and standardized processes across the business while leading change management and influence towards a data-driven culture. Analyzed and optimized metrics such as customer churn rates, first-contact resolution, professional services utilization, margins, long tails, and customer satisfaction. Served as a customer advocate to ensure the organization anticipated and understood customer needs. Executive team member reporting to the Board.

San Jose, Ca, Us

Owned Customer Success, Renewals, and Expansion Sales for the Consumer and SMB Digital Media business unit covering ARR across Creative and Document Cloud product suites. Defined the global strategy, vision, and roadmap to achieve an ambitious ARR quota. Managed priorities and performance for a team of 120+ quota-carrying Customer Success Account Managers spanning the US, EMEA, Japan, and India. Evolved the SMB retention GTM strategy by leading change management and transitioning from a license to a subscription-based business model with full accountability for all direct and channel renewals.

San Francisco, California, Us

Grew the Renewals team to 20 staff, setting the bar for excellence with >90% renewals and 25% ARR growth to position the company for a highly successful IPO. Optimized Renewals and Growth bookings for Emerging, Corporate, and Enterprise customers. Expanded operations to the UK; strategically maximized product adoption, active use, and customer lifetime value. Created and presented capacity models, training programs, compensation plans, forecasts, and QBRs. Introduced churn-tracking methodology and playbooks to minimize attrition and risk of churn.

Alpharetta, Ga, Us

Directed the Enterprise Renewal Sales team with a multi-million-dollar pipeline at 91% renewal rate. Implemented strategic plans to optimize customer engagement, retention, and satisfaction for SaaS products. Led, managed, and motivated a customer-focused team of 10. Partnered with cross-functional business leaders and executive stakeholders to align priorities and corporate objectives to the program vision. Supported due diligence in the M&A efforts resulting in a successful exit. Translated customer insights and created a Loyalty Marketing campaign to drive customer retention.

Sydney, Nsw, Au

Promoted to lead inside sales, renewals, and customer service teams. As one of the first 30 employees, wore many hats, and helped Atlassian grow from $6M to over $100M in revenue. Hired, trained, and lead a team of 4 managers and 30+ staff in San Francisco, Amsterdam, and Sydney. Drove outbound sales efforts to increase evaluator conversion from trial to paid. Championed a reorganization of Customer Service team into a responsive, specialized, committed Customer Advocacy team. Launched a sales-innovation team responsible for automating repetitive tasks, and eliminating operational inefficiencies.

Sydney, Nsw, Au

Promoted to lead global customer retention efforts. Managed P&L and department operations with a team of 12 sales reps and business analysts. Accountable for renewals and customer satisfaction of 15,000 + customers in over 135 countries. Partnered with Product and Marketing teams on pricing changes, product end-of-life campaigns, and product launches.

Sydney, Nsw, Au

Built and managed inside sales and customer service teams for an international software development company. Fifth hire in San Francisco and 30th worldwide. Built renewals program from concept to fully-staffed team. Improved the renewal rate from low 60% to over 80%. Championed new internal systems, tools, reporting, email response management system. Opened multiple global offices, recruited top talent, and onboarded hundreds of new staff members.

Walnut Creek, California, Us

Walnut Creek, California, Us

Master Of Business Administration - Mba

Bachelor Of Science - Bs, Business/Managerial Economics