I am a Customer Value Management Expert and Advisor executing with significant impact and influence in leading business transformation efforts. Known as an early-adopter and transformer, I lead the development of recurring revenue and subscription operating models; influence a customer-centric culture of technology adoption through customer journey management and building-for-scale best practices; design and launch delivery and operational frameworks; and source actionable insights enabling growth.My impact includes: ► Building a Customer Success Strategy and Practice, identifying and establishing operational capabilities, creating People and Process Center of Excellence, and executing Scale Strategies through data-driven actionable insights for direct, digital and partner coverage. ► Propelling internal and external wins across customer value realization resulting in tangible business outcomes of ARR growth, Margin expansion, improved renewal rates, net and gross retention, and customer satisfaction.► Developing and engaging with teams, empowering individuals to lead with a growth mindset, and high performance execution while optimizing customer experiences.Specialties: - Develop, build and scale Customer Success Practice- Influencer of Customer-Centric Corporate Strategy- Integrator Complex Change Management and Business Transformation- Cross-functional Leadership and Partnership- Excellence in Operations and Strategic Planning- Customer Intelligence & Metrics- Retention & Renewals Programs - Technology Implementation- Talent Hiring, Development, Incentive Planning~Speaker Gainsight CS Ops Unplugged 2021, Customer Success at Scale~Speaker TSW 2021, "The Journey of Success Planning to Health Score"~Panel Moderator Mass Technology Leadership Council 2019, "Build an Engaged Customer Community to Fuel Growth" ~Speaker Alexander Group Chief Sales Exec Forum 2018, "Transforming the Service Function into a Customer Success Engine"~Speaker TSW 2018, "Monetizing Customer Success Offerings and Delivering Success Plans to our Customers"~Speaker Gainsight PULSE 2018, "How PTC Drove Customer Adoption while Transitioning to Subscription"~Speaker TSW 2016, "Packaging Up Success"
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Fractional Cco And Executive ConsultantBoston, Ma, Us
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Limited PartnerStage 2 CapitalBoston, Ma, Us
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Chief Customer OfficerEdb Jan 2024 - PresentBedford, Ma, UsAs the Chief Customer Officer of EDB, I am responsible for driving EDB’s customer value creation and customer experience strategy. I lead a global team of customer success, professional services, global support services and PostgreSQL experts united in our mission to enable and accelerate EDB Postgres AI implementation, adoption and measurable solution impact to our customers and strategic partners. -
Global Senior Vice President, Customer SuccessEdb Sep 2022 - Dec 2023Bedford, Ma, UsEnterpriseDB backed by majority investment owner Bain Capital Private Equity along with Great Hill Partners. EDB is leading the digital transformation movement for modern open source database applications and management. EDB empowers customers to innovate through Postgres, fundamentally changing the way enterprises use data by accelerating open source innovation. Postgres is disrupting the market for database management systems and is the go-to database for enterprises. Our technology delivers a "single database everywhere" to any platform including self-managed private clouds, self-managed public clouds and our fully managed public cloud. With EDB, the power of Postgres is significantly enhanced to deliver unmatched flexibility, scalability, and cost savings. As Global SVP Customer Success, I lead a stellar team of CS Managers, Technical Architects, and Professional Services consultants. Our united purpose is to enable our customers adoption and outcomes, organize and execute for scale, and further accelerate retention and growth through relentless focus on our customer's value. Learn more here: https://www.enterprisedb.com/
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Limited PartnerStage 2 Capital Mar 2021 - PresentVirtual, UsStage 2 Capital is a venture capital fund led and backed by elite go-to-market professionals. The firm invests in early stage B2B software companies and sits shoulder to shoulder with leadership teams to operationalize sustainable revenue growth and GTM operations. LPs extend advisory expertise to help entrepreneurs scale their business in addition to providing capital.
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AdvisorSendoso Jan 2023 - PresentSan Francisco, California, Us -
Value Advisory Ecosystem MemberValue Advisory Ecosystem Sep 2020 - PresentThe Value Advisory Ecosystem is an elite peer group ofprofessionals at world-class companies who want to improve the acquisition,retention, and growth of customer accounts by partnering on the attainment ofbusiness outcomes. The Advisory meets to share emerging best practices, industrytrends, and value selling strategies. It is comprised of thought leaders in sales,sales enablement, customer success, and value engineering.
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Vice President, Global Customer Success Management And ExperienceVmware Jun 2020 - Jul 2022Palo Alto, Ca, UsEstablished Customer Success Strategy and Practice at Scale across five businesses, covering both Enterprise and SaaS customers, serviced by our global customer facing team of 1200 members. Led the Customer Success Transformation program for the burning platform to create and launch unified Customer Success. Built and led the Customer Success Operations team of 60 remote leaders across 4 Pillars: People and Process Center of Excellence, Business Operations, Customer Success Systems and Customer Insights. Operationalized customer lifecycle management, enablement, and customer intelligence capabilities for direct, partner and digital coverage of over 500,000 customers. Developed rhythm of business to manage risk & opportunities while optimizing revenue growth. Execution improved ARR growth ~40% YoY to $3.5B SaaS/Subscription ARR. Increased direct coverage by 10pts, reducing cost of retention by 2pts. Growth in for-fee services by 67% through the implementation of business process improvements. § Established customer health & adoption frameworks implementing best practices; designed segmentation & coverage strategy; defined customer engagement process across customer journey; and built scale engine including processes and systems for Onboarding, Adoption Management, Success Planning, EBRs, Proactive Health Management, and Renewals. Enabled teams through training events and outcome-oriented incentive planning. § Designed & launched new monetized lifecycle offering contributing $200M revenue in year 1 across ~300 customers. Recognized for innovation & commitment to customers, VMW Success 360™ was a finalist for the 2021 Technology and Services Industry Association (TSIA) award for Innovation in Customer Success. § Implemented scaling strategies for customer engagement through Digital & Partner Success. Created requirements and led launch of customer transparency platform generating on-demand actionable insights for internal team & external customer applications. -
Customer Success Advisor / Business StrategistIndependent Consultant Feb 2020 - Jun 2020
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Vice President, Customer Success Operations And Customer IntelligencePtc Jan 2018 - Feb 2020Boston, Massachusetts, UsScaled Customer Success strategy-to-execution through global operational effectiveness and efficiencies, redesigned infrastructure, established segmentation strategy and aligned resource capacity planning, monitored and measured health through leading and lagging metrics with leadership reporting and review cadence.Created and launched corporate Customer Intelligence team, delivering net retention and annual recurring revenue (ARR) growth operating model for reporting and analysis. Executing end-to-end customer data, analytics, and governance, integrating quantitative and qualitative customer insights to enable actionable data-driven business decisions. Measure, monitor and optimize for customer lifetime value.Orchestrated large-scale change management and cross-functional implementation of corporate initiatives focused on customer-centric culture transformation including master data management, customer definition, Customer 360, and alignment of respective corporate target metrics.Lead global Renewal Business Partners ensuring productive and effective subscription renewals and perpetual conversions against expanding ARR at consistently improving renewal rates.Enabled an environment of motivated and inspired global talent passionate about delivering excellence and commitment to achieving client outcomes. -
Vice President, Customer Success ManagementPtc Sep 2016 - Dec 2017Boston, Massachusetts, UsEvangelized, designed and implemented inaugural Customer Success practice at PTC ensuring value attainment by IOT and AR subscription customers . Responsible for guiding our clients to successfully adopt and realize business outcomes throughout lifecycle. Accountable for all elements of people [job models, recruiting, capacity planning, incentive plans], process [customer segmentation strategy, low- and high-touch engagement models, content creation, playbooks, healthscore, metrics] and technology [implementation of Gainsight platform, integration of business intelligence and reporting].Launched pioneering monetized subscription service revenue stream; outcome-focused micro-services assembled across prescriptive success paths and consumed through prepaid success point currency. Recognized for success in portfolio offerings, PTC was the 2018 Winner of the Technology and Services Industry Association (TSIA) Award for Service Excellence.Achieved accelerated time-to-value, health, and satisfaction, improving customer and business outcomes.
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Vice President, Customer AdvocacyPtc Oct 2014 - Sep 2016Boston, Massachusetts, UsManaged critical business problems, engaging teams to unite around solutions and optimizing customer experience. Led Global Escalation Management Team providing customers with preventative monitoring and rapid response expert crisis management. Aligned cross-functional response, root cause analysis and ensured lessons-learned corrective actions.Spearheaded corporate continuous improvement initiatives as identified by C-Suite, driving cross-functional engagement, collaboration and execution to accelerate into the new IIOT market and resolve for identified barriers.Revitalized PTC's Voice of the Customer Program with quarterly customer feedback integration providing internal transparency and close-the-loop communication with customers externally. Increased NPS over 200% in 2 years. Integrated new Survey Tool to improve customer experience.
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Director-Financial Planning & AnalysisPtc Sep 2004 - Oct 2014Boston, Massachusetts, UsExecuted worldwide financial operations, including planning, analysis, modeling, forecasting, reporting; $250M operating expense and 1,250 headcount. Served as key business partner to CFO, EVP Strategy, Customer Care Officer, General Counsel and respective leadership teams.Implemented cost-reduction initiatives to meet expense and margin targets. Orchestrated strategic and financial planning for Customer Support team, successfully meeting needs of customers while improving overall profitability.
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Customer Success Advisory Board MemberTechnology Services Industry Association (Tsia) Jul 2016 - Feb 2020San Diego, Ca, Us -
Marketing ManagerHaemonetics Apr 2000 - Jul 2001Boston, Ma, UsHaemonetics is the global leader in blood management solutions serving commercial plasma collectors, blood centers and hospitals. -
Surgical Account ManagerHaemonetics Jul 1995 - Apr 2000Boston, Ma, UsAccount Management of 65 Surgical Centers throughout New England and upstate New York, $2.4M territory with installed base of ~ 200 Cell Saver Autologous Transfusion devices.Facilitated relationships at all levels of the customer approval cycle including surgeons, perfusionists, nursing, hospital purchasing management, and hospital parent procurement executives.Managed all components of the sell process including assessment of customer requirements, product management, pricing, negotiations, and clinical training.
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Financial AnalystHaemonetics Jul 1993 - Jul 1995Boston, Ma, Us
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Business Analyst, Financial Management ProgramRaytheon Jul 1989 - Jul 1993Arlington, Va, Us
Mary-Beth Donovan Education Details
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Babson F.W. Olin Graduate School Of BusinessMba -
Babson CollegeFinance/Quantitative Methods
Frequently Asked Questions about Mary-Beth Donovan
What is Mary-Beth Donovan's role at the current company?
Mary-Beth Donovan's current role is Fractional CCO and Executive Consultant.
What schools did Mary-Beth Donovan attend?
Mary-Beth Donovan attended Babson F.w. Olin Graduate School Of Business, Babson College.
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