Sr. Director, Customer Success
CurrentUptempo is the new combination of three leading innovators in the marketing performance management space: BrandMaker, Allocadia, and Hive9.• Lead a dynamic team of Customer Success Managers, responsible for over $20M in ARR, committed to delivering business impact, strategic initiatives and system optimization to Uptempo’s customers.• Initiated and built a sophisticated forecasting model to facilitate accurate prediction of Gross Revenue Retention (GRR). Oversee perpetual management of the model to ensure accuracy of resulting output data continuously relied upon by leadership and the board to inform decision making.• Spearhead proactive identification of account risks, developing effective mitigation plans. Preemptively address challenges while aligning the Sales and CSM organizations to a common process for identifying and addressing risk as well as opportunities.• Orchestrate proactive initiatives with internal leadership to craft and execute strategies to avoid siloing and promote cross-functional collaboration and growth within client accounts.• Nurture executive-level relationships, cementing Uptempo’s unwavering dedication to exemplary customer partnership.• Drive pivotal Customer Experience workstreams instrumental in seamlessly integrating the three distinct companies that have merged within Uptempo.• Crafted a Global CSM Operating Model to align previously disparate processes and procedures thereby ensuring a consistent customer experience.