Matt Meseke Email and Phone Number
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As an accomplished Customer Success Leader with a passion for driving success and cultivating strong client relationships, I have a proven track record in delivering exceptional customer experiences and driving organizational revenue growth in the SaaS and technology industries. I specialize in onboarding processes and customer retention, consistently achieving a retention rate exceeding 95% across my multi-million-dollar books of business.My expertise lies in building and developing high-performing teams while fostering cross-functional collaboration to create effective success plans. I leverage data-driven decision making to enhance customer advocacy and implement process improvements. Notable achievements include improving NPS by 10 points, increasing quarterly revenue by 15%, and reducing onboarding time by 30%. I excel in stakeholder engagement and have consistently achieved cross-sell and upsell rates of 105% of quota.With a strong focus on metrics and KPIs, I am dedicated to solving problems and driving change management initiatives that align with organizational goals.Key Achievements Include: ✅ Lead a team while building from the ground up, collaborating cross-functionally with Sales, Customer Success, and Implementation teams to develop and implement effective success plans for both existing and incoming customers✅ Performed as Sr. Leader of Customer Success and Project Management, directing a team of 2 Project Managers and 5 Customer Success Managers, collaborating cross-functionally to establish a winning customer experience, driving a 10-point increase in NPS and a 15% quarterly revenue increase✅ Provided strategic direction and guidance in the development of an onboarding plan to integrate various platforms, generating a 30% reduction in the onboarding time✅ Utilized subject matter expertise to manage a $3.5M book of business with a retention rate that exceeded 95%, as well as achieving a cross-sell and upsell rate of 105% of quota quarter over quarter, resulting in earning 3 consecutive President’s Club AwardsContact me through this profile if you wish to connect.
Resman Property Management Software
View- Website:
- myresman.com
- Employees:
- 124
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Director Of Customer SuccessResman Property Management SoftwareProsper, Tx, Us
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Head Of Client And Partner SuccessTextellent, Inc.Prosper, Tx, Us -
Head Of Client SuccessTextellent, Inc. Aug 2024 - PresentIrving, Texas, UsLeading initiatives to enhance client engagement and optimize service adoption, ensuring our clients and partners leverage our platform to its fullest potential.• Drive strategic adoption plays and cultivate strong relationships with key clients, including enterprise, franchisors, and SMB clients.• Define and monitor growth KPIs, aligning team efforts with company objectives to achieve measurable success.• Oversee onboarding processes and project management plans, ensuring seamless integration and support for large clients from the outset.• Implement feedback loops and monitor client health metrics to enhance user experience, satisfaction, and retention.• Lead and mentor the offshore Client Success & Support teams, fostering professional growth and optimizing team performance for maximum impact.
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Head Of Client SuccessHelpgrid May 2024 - Aug 2024Wilmington, Delaware, UsLed a global Customer Success team at a $36M company, achieving 99% client retention, 18% revenue growth, and 35% faster response times.• Led a global organization that managed clients and generated $36M in annual revenue by spearheading a high-performing team of managers, Client Success Managers, Account Managers, and Account Support specialists, fostering a collaborative environment that strengthened client relationships.• Developed and maintained exceptional relationships with key clients, deeply understanding their unique needs and proactively addressing opportunities, resulting in a 99% client retention rate.• Collaborated closely with each team to strategize on client accounts, revenue growth, and monitoring satisfaction levels while taking swift action to ensure 98% customer satisfaction.• Drove the team's efforts to maximize revenue from existing clients resulting in an 18% growth, while ensuring sustainable long-term relationships.• Continuously reviewed and enhanced processes, implementing best practices that streamlined operations and improved the overall customer experience, resulting in a 12% increase in client referrals.• Spearheaded the implementation of a new CRM system, training the team and optimizing workflows, which improved response times by 35%. -
Manager, Customer SuccessTheatro Jun 2023 - Jan 2024Richardson, Texas, UsDrove customer retention and led the team to a $450k ARR upsell with the largest client through strategic initiatives and collaboration• Led the team to secure a $450k ARR upsell with the largest client, significantly enhancing overall revenue and customer partnership.• Building from the ground up, collaborating cross-functionally with Sales, Customer Success, and Implementation teams to develop and implement effective success plans for both existing and incoming customers.• Oversaw the hiring, training, and development of top-performing customer success managers, establishing a solid foundation to increase retentions, renewals, expansion, and upselling of existing customers.• Leverage expertise to guide and mentor the CSM team, ensuring understanding of organizational processes, procedures, and expectations to secure the achievement of both individual and organizational goals.• Spearheaded strategies to enhance product adoption, usage, and customer satisfaction, boosting NPS scores and overall customer lifetime value.• Responsible for providing operational oversight of the customer portfolio, maintaining delivery on all targets and KPIs.• Identified, pursued, and secured net new upsell revenue from existing customers, delivering significantly increased revenue. -
Sr. Manager Customer Success & ImplementationExtendag Jun 2022 - Jan 2023Alpharetta, Georgia, UsAchieved a 50% revenue increase and 10-point NPS boost by leading a team to enhance customer experience for a billion-dollar client.• Leveraged expertise to develop strategic processes to support the organization’s largest customer, generating a 50% increase in quarterly recognized revenue.• Performed as Sr. Manager of Customer Success and Implementation, directing a team of 5 Customer Success Managers and 2 Implementation Managers, collaborating cross-functionally to establish a winning customer experience, driving a 10-point increase in NPS and a 15% quarterly revenue increase• Oversaw the management of a multi-million-dollar book of business that included a billion-dollar agricultural consortium that was considering canceling the existing contract, performing as an integral team member in developing a solution that had the organization using a new product before launch within the first 6 months of tenure• Recognized by executive leadership for successfully “providing light at the end of the tunnel for the first time in the project” and delivering the project on time and within the established budget• Created and launched processes for managing customer training, integration, and knowledge base content, providing opportunities to discuss and resolve any issues that arise to support a seamless experience -
Senior Customer Success LeadBigtincan Nov 2019 - Jun 2022Waltham, Massachusetts, UsImplemented a new onboarding strategy, reducing time by 30%, enhancing customer relationships, and boosting retention by 15%.• Provided strategic direction and guidance in the development of an onboarding plan to integrate various platforms, generating a 30% reduction in the onboarding time• Developed and cultivated strong relationships with critical customer stakeholders, driving a 15% increase in retention• Responsible for the management of a book of business supporting 20 customers, leading a customer success team of 5, and developing strategic success plans for midmarket and Enterprise customers, focusing on product and service value• Facilitated comprehensive training for customers concerning the SaaS solution, ensuring proficiency within all product aspects • Listened to the voice of the customer and collaborated with Software Development and Professional Service teams, working together to design, develop, and deliver customized SaaS features that align with client needs• Established a top-performing team and managed a book of business, achieving very high customer satisfaction, receiving recognition from executive leadership, and becoming the 1st team invited to the Sales kickoff -
Customer Success LeaderSecureauth Corporation Apr 2016 - Nov 2019Irvine, California, UsManaged a $3.5M book of business with 95%+ retention, achieving 105% cross-sell/upsell rates and earning 3 consecutive President’s Club Awards• Utilized subject matter expertise to manage a $3.5M book of business with a retention rate that exceeded 95%, as well as achieving a cross-sell and upsell rate of 105% of quota quarter over quarter, resulting in earning 3 consecutive President’s Club Awards• Oversaw a team of 6 in the early-stage start-up that included 3 Customer Success Managers and 3 Team Leads, focusing on establishing customer satisfaction, compliance, and health while driving adoption, retention, and expansion• Gained an in-depth understanding of the customer’s business, goals, and objectives and evaluated use cases to effectively showcase the value proposition to maximize upselling opportunities, successfully delivering tailored solutions -
Manager, Client ServicesVeros Jan 2011 - Apr 2016Santa Ana, Ca, UsOversaw client projects, boosting renewals by 25%, while building a 9-member Client Service team and fostering strong client relationships.• Oversaw projects for various clients, including Fannie Mae and Freddie Mac, providing exceptional client management that generated increased renewals by 25%• Recruited to assist in building out the Client Service Account department, starting with 1 employee and 1 manager and growing into a team with upwards of 9 resources• Developed and managed relationships with various mid to large home mortgage companies and credit unions, focusing on building and expanding a network to support organizational growth• Collaborated cross-functionally with both internal and external stakeholders, communicating regularly to ensure seamless software updates and releases• Cultivated strong working relationships with clients and leveraged to identify specific needs to drive renewals and retention
Matt Meseke Skills
Frequently Asked Questions about Matt Meseke
What company does Matt Meseke work for?
Matt Meseke works for Resman Property Management Software
What is Matt Meseke's role at the current company?
Matt Meseke's current role is Director of Customer Success.
What is Matt Meseke's email address?
Matt Meseke's email address is mm****@****ity.com
What skills is Matt Meseke known for?
Matt Meseke has skills like Leadership, Customer Experience, Direct Marketing, Team Building, Consultative Selling, Renewals, Salesforce.com, B2b, Brand Development, Renewal Retention, Account Management, Sales.
Who are Matt Meseke's colleagues?
Matt Meseke's colleagues are Matthew Keys, Daniele Mustaro, Jenah Candelaria, Mary G., Melissa Pace, Mark Keltz Jr, Tyler Lieb.
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