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With over 15 years of experience leading customer success, post-sales and ops/rev-ops teams, most recently VP Customer Success and RevOps at Atmosphere TV. My role is that of a collaborative and strategic ops minded doer and team builder who is heavily biased toward action. Tons of experience in B2B SaaS, with history in compliance heavy banking and telco industries. My career carries a consistent theme of solving complex builds, removing dysfunction from cross functional projects, and building teams for award winning organizations. I bring expertise in growing revenue and implementing technical systems, complex processes, cost reduction and revenue growth across GTM teams.I'm committed to following through for my teams, my customers and clients in an empathetic way that bridges strategy and execution. ● Deep experience running several teams simultaneously. ● Love for both strategic thinking and getting my hands dirty to architect solutions. ● Enjoy managing a cross-functional team, including both customer facing and technical resources. ● Known for ability to solve complex problems. ● Uses engineering best practices to run teams, focused on data quality and empowering ICsLeadership | Organizational Design ● Awarded as Patriotic Employer (I was directly nominated) by DoD for supporting veterans on my teams. ● Retained employees on my teams at a 90% rate. ● Designed org structure at Atmosphere for CS + RevOps. Customer Relationship | Client Care ● Achieved NPS of 60 while at Atmosphere. ● Led transformation of support channels toward self-serve at EZ Texting. ● Developed VoC Programs at EZ Texting and Atmosphere. ● Stood up customer survey programs at CallFire/EZ Texting and Atmosphere. ● Achieved activation rates of 90%+ at the 90-day mark for Atmosphere SMB customers. Strategy | Process | Cost Optimization ● Reduced chargebacks by over 95%. ● Developed Capacity planning models at both EZ Texting and Atmosphere
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Chief Operating OfficerTestdriver.AiAustin, Tx, Us -
Vice President Of Revenue OperationsAtmosphere Nov 2023 - Sep 2024Austin, Texas, UsI was responsible for architecting and optimizing the entire revenue operations lifecycle, from sales forecasting to data management, while aligning operations with business objectives to drive growth and efficiency. - Developed and executed a revenue operations strategy, aligning with the CRO, CFO, and other senior leaders to optimize revenue forecasting, sales team structure, and compensation plans. - Led a RevOps team of 7, overseeing sales engineering, enablement, and contract/pricing processes to ensure operational efficiency and alignment with company goals, reducing A/R Turnover by 50%. - Implemented systems and processes that improved sales productivity with data integrity across all CRM systems, including Salesforce, HubSpot, and Zendesk. This increased monetizable streaming by 20%. - Leveraged data analytics to provide executive-level insights and drive strategic decision-making, delivering metrics and KPIs that enhanced performance visibility across the organization. - Championed initiatives that reduced vendor costs and optimized budget management, while driving continuous improvement of sales tools and operational processes. - Collaborated cross-functionally with product, sales, and engineering teams to ensure seamless revenue operations, contributing to overall company growth and efficiency. -
Vice President Of Customer SuccessAtmosphere Nov 2021 - Sep 2024Austin, Texas, UsIn this role, I led the development and execution of customer success strategies that drove adoption, expansion, and retention across the organization. I focused on building a scalable customer success framework that aligned with business goals, ensuring that customer outcomes were directly tied to business growth. - Managed a team of 40 CSMs, 7 Account Managers, 2 Sales Engineers, and 12 field reps, along with 6 fulfillment reps, plus directors and managers. Developed KPIs and metrics to ensure performance excellence and customer growth. - Spearheaded onboarding strategies that resulted in a 90%+ activation rate for SMB customers within 90 days, driving adoption and creating a foundation for long-term customer success. - Led initiatives to scale customer engagement and expansion, growing venue customers from 8K to over 70K by revamping onboarding and success processes to support rapid scaling. - Achieved an NPS of 60+, optimizing the customer journey and implementing self-serve support channels to increase customer satisfaction and improve retention rates. - Retained 98% of platform customers while fostering a culture of collaboration across the customer success teams, contributing to high renewal rates.
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Director Of Customer SuccessAtmosphere Dec 2020 - Nov 2021Austin, Texas, UsI began with a small support and service team of around 10. During my time, we added several new teams (field support, fulfillment, sales engineering, key accounts). I developed these teams and the operational processes from scratch. Created KPIs to measure performance against OKRs and team/department goals. Managed CRM data quality/management, budget goals, sales quotas, commission planning.- Developed teams and processes from scratch including fulfillment, customer success, account management, support- Developed KPIs to measure performance against OKRs and team/department goals- Led Strategic Planning and execution for new onboarding motions, increasing efficiency- Responsible for CRM data management and solutions- Grew team from 12 to 60+- Developed field support programs, providing on-prem insights for Product and Eng
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Head Of Customer OperationsEz Texting Apr 2017 - Dec 2020San Francisco, California, UsAt EZ Texting, I was responsible for 3 teams - these teams provided customer support (10 people), TCPA compliance and Trust and Safety for our carrier teams (4), as well as our escalations team (3) handling outages, bugs, and more serious customer care issues. One of my biggest accomplishments I achieved with a cross-functional team was in eliminating 95% of fraud chargebacks – this was a huge effort that had a real profound impact on operations at the business. Here I also began to delve into what would become known as Revenue Operations - building systems and tools that would help teams get the information they needed when they needed it to. I managed the team budget, talent acquisition and retention and I also was a touchpoint for some of the larger accounts, helping like ADP. Developed capacity planning for support and post-sales teams, optimizing resource allocation. Collaborated with senior leaders on strategic initiatives, improving product feedback loops (CES + NPS).- Implemented cross-functional strategies, enhancing company-wide collaboration and efficiency.- Collaborated with senior leaders on strategic initiatives, improving product feedback loops.- Developed capacity planning for support teams, optimizing resource allocation.- Applied Agile methodology to improve customer-facing and internal processes.- Drove initiatives reducing operational costs by 30% through strategic process optimization. -
Customer Success/Account ManagerCallfire Feb 2015 - Apr 2017Santa Monica, Ca, UsI started here as a CSM, and quickly became a team lead, running a small team of 5. We were responsible for everything! Sales, support, escalations, product feedback, and creating internal tools for the team. Resolved complex technical support and API issues, driving high customer satisfaction. Direct interface with high-value customers handling rollouts/adoption, implementation of bespoke voice and text solutions for a wide variety of industries including political, finance, medical, non-profit and more. - Resolved complex API issues, and technical support driving high customer satisfaction.- Led a team of 5 in managing Tier 1 and Tier 2 escalations, ensuring prompt resolution.- Developed PRDs for internal tools, enhancing customer satisfaction surveys and team metrics.- Collected and analyzed data for C-Suite projects, improving customer relationship management.- Managed ticket data, optimizing reporting and data warehousing efforts, improving insights. -
Head Of Finance & OperationsJjl Enterprises Llc Apr 2013 - Dec 2014Managed all aspects of operations and finance as a Principal of the business. Here we managed from bid to job completion for REO properties that were purchased after the financial crisis by hedge funds to remodel and turn them into single family rentals. Here I was responsible for all CRM data and data quality for clients and projects. Created and tracked purchase orders for materials, and inventory, along with managing job bidding, contractor scheduling, building permits, warehouse operations, banking and AR/AP. - Administered all Salesforce.com data, CRM data and data entry for clients and projects. - Created and submitted all purchase orders for materials, inventory, supervised warehouse operations. - Scheduled all projects start to finish with outside vendors & deliveries, sales meetings. - Presented and resolved change orders and budget concerns to clients quickly and effectively.- Managed banking, finance, AR/AP
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Operations ManagerU.S. Bank Oct 2010 - Mar 2013Minneapolis, Mn, UsAchieved top 10% performance for division in sales, service, and operations metrics at my position. Performed comprehensive employee review/rating process for all direct reports, working with employees to create individual growth plans and goals. Served as the focal point for all customer escalations. Key person in all recruiting/screening activities, reference checks and hiring, disciplinary, and written performance plans, and termination. Coached team of direct reports to achieve individual goals while handling confidential HR issues, effectively mediating disagreements and workplace interpersonal issues. Trained all sales staff how to approve loans by grasping the underwriting process, guidelines, and workflow. Trained all branch staff on advanced regulatory guidelines and concepts including CIP, BSA/AML guidelines, bank regulations (Regs E, C, CC, D, DD, B, Z, CRA, FCRA, HMDA).Inspired staff to meet customer service goals and standards on a daily basis.Scheduled all employees/projects, performed all payroll entry and verification for all staff.Managed daily reporting and month-end reconciliation of GL accounts with accountability forbranch budgeting, escheatment (unclaimed property) process, AML investigations/interviews, loss prevention, minimization of non-interest expenses, sales.Prepared presentations as needed for sales and policy updates to help staff adapt to changing products and regulations, organized weekly staff meetings. -
Leader Development ProgramU.S. Bank Aug 2010 - Mar 2013Minneapolis, Mn, UsElite Management Training Program at US Bank. The Leader Development Program takes 10-15 internal employees per year per region (out of several thousand per region) and provided in-depth exposure to many business lines within the organization: risk management, deposit and ATM processing, collections, consumer lending, underwriting, sales, commercial banking, investments, private banking, operations, and mortgage banking.Advised business customers to grow and retain new and existing relationships with the bank. Educated and trained staff on all compliance, underwriting, and product guidelines. Analyzed loan applications in process to mentor less experienced bankers on obtaining approvals and collecting proper paperwork. Organized company-sponsored events within budget, delegated tasks to team members.
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Personal BankerU.S. Bank Aug 2009 - Aug 2010Minneapolis, Mn, UsContributed heavily to branch bottom line through growing consumer and business loan balances YOY with loan growth of $1.1mm.Educated the community on personal and business finance.Coached employees to sales goals, underwriting criteria and appropriate excellence.Mastered customer transactions with accuracy and highest customer service levels.Sold additional products/services based on suitability and need.Troubleshot client issues independently.
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Research AnalystHoulihan Smith & Company, Inc. Oct 2008 - Jul 2009Contacted small business owners to initiate new business and qualify potential new clients. Identified and verified critical information to determine if opportunities existed from a corporate finance or mergers and acquisitions standpoint and educated clients on corporate finance options. Set appointments for Regional Directors to meet with potential new clients.
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InternMerrill Lynch Jun 2006 - Aug 2006New York, Ny, UsPrepared asset allocation charts and account documents for clients. Supported office staff by researching and organizing client files, maintained organization of client documents, and facilitated communication with clients. Assisted with notifying clients of mandatory distributions and amounts and mailed appropriate paperwork. -
Purchasing ManagerSouthland Flooring Supplies Mar 2003 - Sep 2004Performed inside and outside sales in a retail environment. Provided education while making sales to customers on new products. Built and improved relationships as well as revenues. Made all purchases from more than 40 different vendors and monitored and developed new vendor relationships. Trained employees on products, sales, and warehouse responsibility. Authored standardized purchase orders for the company as well as credit applications, product catalogs, and automated collection letters.
Mike Ludden Skills
Mike Ludden Education Details
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Depaul UniversityFinance
Frequently Asked Questions about Mike Ludden
What company does Mike Ludden work for?
Mike Ludden works for Testdriver.ai
What is Mike Ludden's role at the current company?
Mike Ludden's current role is Chief Operating Officer.
What is Mike Ludden's email address?
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What is Mike Ludden's direct phone number?
Mike Ludden's direct phone number is +177347*****
What schools did Mike Ludden attend?
Mike Ludden attended Depaul University.
What are some of Mike Ludden's interests?
Mike Ludden has interest in Social Services, Economic Empowerment, Civil Rights And Social Action, Education, Environment, Science And Technology, Human Rights, Arts And Culture.
What skills is Mike Ludden known for?
Mike Ludden has skills like Banking, Credit, Management, Leadership, Financial Analysis, Loans, Finance, Risk Management, Sales, Financial Modeling, Retail Banking, Investments.
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