Linda Lin Email & Phone Number

United States

I bring my learnings to earlier stage teams and serve as a strategic advisor to CROs and CCOs at Abstract, Threads, PeopleDataLabs, GYANT, Gong, & Prodigal AI (where I served as interim VP of CS overseeing Support, CSM, and Professional Services until Dec). I invest time back into the CS community and mentor CS leaders and CSMs for First Round Fast Track, Acceleprise, OpenView, Worklife Ventures. Check out my CS strategies below:

San Francisco, California, Us

*Grew a world-class CS team of 40+ managing a $80M ARR portfolio with record NRR, churn, expansion sales, and adoption results.*Led team through pivotal growth phase as we scaled, grew internationally, moved upmarket, and evolved into a multi-product company. Helped to spearhead the evolution of our customer journey and CSM playbooks to meet these new company challenges.*Increased impactfulness of CSM engagements: deepened strategic value by restructuring QBRs from product usage to data driven insights, drove multi threading by creating champions across admin, leader, and 2nd line leaders for all accounts, and increased product adoption by implementing low utilization playbook*Reduced annual churn by shaping Risk Mitigation program to enable early risk flagging, escalation, and risk-reason specific playbooks and drove wider competitive moat by driving adoption of Gong’s differentiating feature*Drove increased expansion upsell and cross-sell with new SKUs and new CS Product Specialists team and collaborating with AM team across the customer lifecycle to account tier by whitespace/risk*Improved gross margin by increasing CSM book sizes and matured coverage model with Account Prioritization framework, High Touch & Low Touch plays

San Francisco, California, Us

As Slack’s 1st Enterprise CS hire, I helped define Slack’s methodology with Enterprise customers and partnered with CCO and segment/regional VPs to build out the Success function from scratch during hypergrowth from 5 to 500+ CSMs, $50M to $1B+ ARR. My team drove annual strategic planning, managed cross-functional partnerships to drive customer centricity, and owned top line initiatives to operationalize CS and to build Scale, High Touch, ProfServ, Renewals e.g.:*Defined and owned Slack’s Customer Journey to streamline a consistent customer experience across global regions and segments. Developed playbooks and content scaled from our Scale to High Touch to ProfServ teams e.g. Onboarding, Adoption, QBRs etc*Drove customer health by launching a Red Account Program enabling risk mitigation *Drove company-wide customer centricity and GTM-Product collaboration by launching a Voice of the Customer Program*Enabled global scaling, automation, and reporting by launching CS + PS tooling: Gainsight, Guru, Highspot, FinancialForce etcI also founded two affinity groups for women and people of color in Sales & CS (still thriving today)

Followed a lifelong dream and bucket list goal to take a solo backpacking trip around the world. I traveled to dozens of countries, completed my advanced diving certification and went diving around the world. Some of my favorite places visited: Argentina, Belize, Taiwan, Malaysia, Iceland.

San Francisco, California, Us

Drove NRR for AMER Mid Market and Corporate segments, owning expansion sales and renewals for 2000+ customers and $35M+ ARR. Surpassed expansion sales targets and set company record across all segments of annual expansion sales. Maintained 98% gross retention by flagging and mitigating risks, negotiating favorable renewal terms, and partnering with the CS team to drive stickiness and maturation.

San Francisco, California, Us

Promoted from AE to Sales Manager to Director <1 year and owned multiple roles in 5 year tenure across Sales, CS, and Customer Growth as a 2nd line leader with teams of 20+. Opened Atlanta sales office, surpassed annual sales targets, helped to launch new Customer Growth team upselling new SKUs into the install base.