Patrick Hess Email & Phone Number

San Francisco, California, US

San Francisco, California, US

• Lead CSM organization, responsible for retention, product adoption and expansion of $25M in ARR; delivering value to customers, like Turo, Instacart, Keybank, Assa Abloy and Fitbit
• Develop and guide CSMs to identify, track and improve customer objectives through collaboration with account stakeholders on their ideal future state, leading to a churn rate of 2% YoY
• Foster team culture grounded in partnership - from recruiting to onboarding to goals-based coaching
• Create variable comp plans and infrastructure to incentivize customer retention and growth, tripling customer pipeline and saving 47% of “at-risk” renewals with comprehensive churn mitigation plans
• Supported team to close largest expansion in company history ($2.9M in product upgrades and increased commits) by demonstrating ROI with analysis of impact on customer’s productivity and cost savings

Hopkins, Minnesota, US

• Lead enterprise CS to manage $15.5M in ARR (80% growth in 2 years); focusing on strategy and engagement for leading enterprise healthcare, food service and transportation clients, like CVS, Walgreens, Walmart, Darden.
• Built and manage 9-person team of customer success managers, program managers and project managers to implement new hardware and SaaS deployments across 3,900 sites, driving $4.3M in revenue in first year
• Manage team accounts and client support; including onboarding, issue resolution, product utilization, QBRs and churn mitigation resulting in net revenue retention of 129% YoY
• Spearhead development of CSM playbook, defining enterprise account segment, implementation and tracking of team OKRs and drafting new customer strategic plans
• Partner with sales team to identify and execute on cross-sell and upsell opportunities in existing book of business, including $3M+ upsell with leading supermarket chain, tripling size of recurring revenue

Hopkins, Minnesota, US

Hopkins, Minnesota, US

• Developed documentation and Jira instance to streamline customer handoff process between sales and customer success teams, reducing implementation time-to-value by 95%+ within first year

Hopkins, Minnesota, US

• Rebuilt strained relationship with leading fast-food chain through product engagement analysis and focus on software stabilization, retaining a $6M+ opportunity

East Boston, MA, US

• Managed numerous, large-scale projects for network of schools

East Boston, MA, US

• Beyond teaching responsibilities, overhauled computer science curriculum network-wide to put greater emphasis on coding
• Student-taught 8th grade English
• Created and ran school's first ever snowboard club in collaboration with Burton (CHILL)

Portland, OR, US

• Founded project management software company, owning operations, product management, business development and customer success to drive business to profitability within first 18 months
• Spearhead business development and customer acquisition, sourcing and securing partnerships with 15+ enterprise clients (e.g. Bridge Bank, Umpqua, and Bank of the West) to grow revenue 30%+ monthly
• Led end-to-end development of core software product, including product vision, roadmap, requirements, wireframing, sprints, QA, and oversight of 5-person India-based engineering team
• Oversaw financial operations, managing P&L budget, forecasting, and investor pitch deck development
• Managed customer success, including new customer onboarding, escalation, and support

Round Rock, Texas, US

• Owned capacity planning for 100-person experience design team; responsible for resource forecasting and scope, prioritization, and milestone sequences for $28M development budget
• Developed Excel-based capacity forecasting models to estimate resource costs of product tweaks and reworks, leveraging findings to allocate and assemble work teams

Cupertino, California, US

• Managed $3.5B sales forecasting and supply allocation for iPhone 4S, Mac, and Apple TV product lines throughout the Americas, including product launch plans, supply-demand, and production planning

• Owned the credit analysis, documentation, funding, and collection of loans up to $5M to Latin American firms buying U.S. exports, all while training a team

Washington, DC, US

• During summer internship at the U.S. Embassy, researched and wrote the four published market research reports below

San Diego, California, US

Master’S Degree, International Economics

Bachelor’S Degree, Finance Major, International Business Certificate, And Spanish Minor