Bruce Monroe Email & Phone Number

United States

Ojai, Ca, Us

•Surpassed global customer satisfaction goals by fostering strong client relationships and leading a multicultural team.•Mentored a skilled Customer Success team, scaling operations across regions for seamless customer experiences.•Utilized data-driven insights to enhance customer success strategies, optimizing resources and driving growth.

Cultivated key relationships, driving overall revenue growth and improved customer satisfaction. Set the customer success strategy from onboarding through renewals. Implemented several processes to improve efficiency, including playbooks, executive business reviews, and succession plans for top 50 accounts. Coached junior employees. Select achievements:•Oversaw a $29M book of business while simultaneously building the Enterprise Customer Success team from the ground up, leading the expansion from one CSM and a $14M APR to a team of five CSMs and a $29M APR. •Developed a qualified leads program, allowing for potential customers to be ranked on fit, interest, and readiness, leading to an additional $2.1M in additional revenue (40% over target) in 2021 and $3.1M (24% over target) in 2022. •Averted $3M+ in potential churned APR by revamping the escalation process to be more proactive, leading to more insightful report mechanisms to keep stakeholders informed and aligned. •Reinvigorated the NPS program, doubling the overall response rate to create more actionable data and exceed retention goals.

San Diego, California, Us

Reported to the Director of Customer Success for North America. Developed policies, procedures, and playbooks for the entire customer success COE. Mentored junior employees. Consulted directly with executives to understand current challenges within the organization; Used this information to suggest solutions within the product. Select achievements: •Oversaw the largest book of business amongst CSMs at $4M annually and consistently exceeded net retention metrics.•Selected by the Chief Customer Officer to author the post-COVID response playbook, identifying key indicators that customers were likely to return and educating CSMs on how to win businesses back.

Pleasanton, California, Us

Developed a voice of the customer program in collaboration with the CSM team. Led customers through the renewal process. Recovered all at-risk accounts, maintaining 0% churn. Select achievements: •Selected by the Vice President of Account Management to lead and coach the sales team to have a more empathetic and user-centric approach. •Managed a $5.7M book of business, including two of the top 10 strategic accounts while maintaining 100% gross retention rates.

Pleasanton, California, Us

Introduced a data-driven customer success model, leading to the identification of improvement opportunities for several processes. Managed people operations, including screening applicants, conducting interviews, and providing coaching. Select achievements: •Configured the CRM by attending product demonstrations, selecting cost-effective vendor, facilitating product rollout, and training CSMs on best practices. •Attained a $3.4M book of business, including several key strategic partners; Held the highest net retention rate in the company for over a year.

Pleasanton, California, Us

Identified customer needs and implemented products within large, multi-site organizations in the restaurant and retail industries. Maintained 100% retention of assigned accounts. Select achievements: •Built the company’s customer success team from scratch by developing standardized processes, navigating change management both internally and externally, and separating the account executive and customer success functions.

Bachelor Of Arts (Ba), Communication, Business Administration

Nuclear Power Technology/Chemistry/Physics/Materials Science