Gain Grow Retain is a free, open community for Customer Success leaders in B2B SaaS organizations. This community is designed to support leaders of all organizations to get access to direct, actionable support from their peers. We want to facilitate best practice discussion, helping to tease out what organizations big and small are implementing to better serve their customers

Driving excellence in customer success.We’re a global collective of customer advocates. You’re in the right place to learn, share, develop, network, and scale with your CS comrades.

Leading the CS team for a Saas ERP solution for Solar Installers.Customer SupportTrainingOnboardingCS Knowledge baseCustomer Health/RetentionRelationship ManagementVoice of the Customer

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Manage teams:Manage a team of 12 for Support, Onboarding, Success, and RetentionMinimize churn and maintain client relationships while gathering feedbackEnsure smooth onboarding for new clientsIdentify opportunities for upselling and additional solutionsOffer continuous client support through various channels. Phone, FAQs, Webchat, Release information.Manage billing updates for clients with past-due balances or chargebacksMeasured on: Churn rate (reduced by 50%) Upsell additional solutions (doubled in 6 months)

SaaS solutions-Dedicated to contractors ready for growthManaging nationwide enterprise clients with a minimum of 10 brands eachAdvising on solution improvements to meet specific business needsDemonstrating new features and their benefits to clientsHandling daily client escalations and product issuesActing as a liaison between clients and internal teams, advocating for the client's needsMove the client forward by using more features in the solutionsManage relationships with Strategic client's book of businessAdvise clients on the use of the solutions to ensure they meet their company goalsCSAT and NPS-related measurements (Gainsight/Hubspot)Monthly and QBR's with clientsDiscuss new release solutions with clients to enhance their use of the solutionsSell add-on ServiceTitan solutions

Responsible for new logo growth of Curri businessBrought in several new Enterprise level logos with several million in salesCreated the playbook for getting new business into Curri in several verticals (paint, auto)Trained a set of Key Account Managers (onboarding)Assisted in the creation of many new policies within CurriCulture-founding member of the Curri Fun Team

Strategic/Enterprise level book of business:Enterprise relationship management Onsite visits to clients and prospects for new business, upsell, and feedbackRevenue retention and growth (expansion)Client relationship building Prospecting/Onboarding new clientsImprovement of processes and tools usedVoice of the customer within Curri

Enterprise relationship management Revenue retention and growthClient relationship building Prospecting/Onboarding new clientsOnsite visits to clients and prospects for new business, upsell, and feedbackImprovement of processes and tools usedVoice of the customer within Curri

Proactively address client issues, promote new features, and develop subject matter experts in thesupport team.Establish a tiered support structure with defined roles and processes.Upgrade tools for call coaching, ACD procedures, and call scripting.Improve new employee onboarding within 60-90 days.Establish a structured tiered support system (Tier 1, 2, and 3) with clearly defined roles andstandardized processes.Upsell/cross-sell to clients on existing and new featuresVisits to clients for onsite training, upsell, and process improvementManage a portfolio of clients across many verticalsUpselling/cross-selling new featuresManage process procedures for CSE team Manage the level of churn in the client portfolioTrain/support clients on the solutionsAdvised on creating/changing many internal processes for the teamCSTAT and NPS measured (Hubspot, Surveys, Reporting)

Responsible for managing and nurturing relationships with key clients.New business sales to agencies (mid-market and enterprise)Upsell/cross-sell new features and solutions to the current client baseResponsible for clients with 50k to 2 million ARRManaged and improved account churnSupervise Account Executives and Onboarding team

Manage 260 clients for inside sales, client relationships, and success using our products.Responsible for managing and nurturing relationships with key clients. (Top 10)Post sales to agencies (mid-market and enterprise)Upsell/cross-sell new features and solutions to the current client baseResponsible for clients with 50k to 2 million ARRManaged and improved account churnSupervise Account Executives and Business Development staff

Manage services and support teams. (Onboarding, Implementation, Support, Training)Manage relationships with Enterprise level clientsLiaison between sales, operations, and engineering.*Handle client escalations for over 300 clients (about 50 a week)Manage inside sales (new features/SOW's) for over 300 clients. (up-sell and cross-sell)

Account Management of current client baseClient relations for additional needs (features, SOW's, Integrations)Prospecting/Business development for new clientsSales Demonstrations/TrainingOnboarding new Agency clientsConsultant to agency leaders on business processesLiaison between engineering and sales for client projectsAssist agencies in streamlining their internal processesManage client churn rates

Account Management of current client baseClient relations for additional needs (features, SOW's, Integrations)Prospecting/Business development for new clientsSales Demonstrations/TrainingOnboarding new Agency clientsConsultant to agency leaders on business processesLiaison between engineering and sales for client projectsAssist agencies in streamlining their internal processesManage client churn rates

Managed the following teams:Client Support--over 500 clients supported by my teamImplementation--over 75 implementations yearly lasting 8-12 weeks each (avg time to value 4 weeks)Training Staff-training team provided new client training and additional revenue training sessions. Created over 160 training videos for clients and a documentation FAQ suiteReduced churn from 7% to 2% within first 9 months

Oversee a nationwide support staff in a web-based customer call center specializing in accountingsoftware, specifically Peoplesoft.Manage scheduling, performance metrics, and training across 11 locations.Assume responsibility for the design and implementation of new features and releases withinaccounting applications.Train and oversee support teams at virtual locations across the United States.Provide leadership and direction to ensure effective customer support and continuous softwareimprovement

Lead comprehensive customer service and sales training for a team of over 200.Provide mentoring to emphasize quality in interactions with both sales staff and customers.Target training efforts towards underperforming representatives to meet sales goals.Instruct the team in web page optimization, search engine optimization, and CRM utilization tomaximize sales potential.Establish a culture of excellence by equipping the team with the skills and knowledge necessary forsuperior customer service and sales performance.

Oversee the performance of support staff within a web-based customer call center and webdevelopment teamAssume responsibility for managing scheduling, call/e-mail metrics, training, and departmentalsupervision.Spearhead the evaluation process, promotions, and overall development of the departmentLead the design and execution of new features and releases within a web-based sales applicationAct as a driving force behind the growth and enhancement of the department's performance andcapabilities