M. Gene May Ed.S. Email and Phone Number

Strategic Client Success Leader | Driving Operational Excellence and Client Advocacy | SaaS Solutions | Change AgentProven in leading change and operational improvements, I am a dedicated client success champion committed to enhancing the client experience. With over 10 years of experience in SaaS solutions, I have successfully scaled and developed client success teams, resulting in successful clients, advocates, and significant improvements in client retention and portfolio growth. Prior to my SaaS journey, I demonstrated exceptional leadership in the K-12 education sector, implementing continuous improvement processes and driving cultural change within teams, delivering positive outcomes to stakeholders while fostering strong team relationships.Areas of Expertise:- Client Success Operations- Data Analysis- Data-Driven Strategies- Continuous Improvement Processes- Crucial Conversations- Change Management- Client Relations- Project Management- Root-Cause Identification- Strategic Leadership- Partnership Management- Program Leadership- Problem Solving- Strategic Coaching - Team Development- Collaboration- Relationship BuildingHighlights:- Exceeded 98% Retention Rate: Managed a team of High and Strategic Touch CSMs, serving 200+ clients, 891+ assets, and $50M+ ARR. Achieved a net retention rate exceeding 98% for multiple consecutive years.- Increased Client Advocacy: Led cross-functional improvement initiatives to address client concerns and enhance the overall client experience, resulting in a notable increase in identified client advocates.- Effecting Change: Skillfully balanced data-driven insights with meeting internal stakeholders at various stages of their journey, successfully impacting strategy and operations for the betterment of diverse organizations.Let's connect and explore how we can drive client success and operational excellence together.