Chris Stewart Email & Phone Number

Denver, Colorado, US

• Responsible for integrating 15 teams from three distinct companies into a cohesive customer success entity under Employ Customer Success, yielding an initial annualized cost savings of 9% through role alignment and.
• Boost team member satisfaction by 22% via cultural initiatives, team-driven development, enhanced goal clarity, and the implementation of KPIs across teams.
• Introduce premium offerings across all product lines with an anticipated Y1 revenue impact ranging between $7-9 million.
• Standardize implementation and integration offerings in line with a revised product pricing and packaging strategy, thereby streamlining scoping efforts and reducing overall time to go-live.
• Execute price increase strategies and a validated outcomes playbook across Small and Medium Business (SMB) and Mid-Market (MM) customers. Plans for implementation across Enterprise (ENT) customers are on track for Q2.

Lehi, Utah, US

• Revamped customer segmentation and customer success strategy, achieving a 95% Gross Retention Rate (GRR).
• Overhauled customer support operations with a focus on improving responsiveness and collaboration with engineering teams, leading to a 25% reduction in break/fix time.
• Headed post-sale integration initiatives following an acquisition, consolidating customer support functions and implementing a customer conversion methodology to ensure seamless migration across platforms.

Santa Monica, CA, US

• Championed customer success strategies to support $700M in revenue and 6500+ customers globally.
• Supervised integration and transformation efforts for future state customer experience journey to support 80%+ net retention and expansion targets globally by region and product line.
• Aided the cross-functional accountability chain focusing on retention, customer sentiment, and service differentiation.

Santa Monica, CA, US

• Shifted from free support to a tiered, paid subscription model, yielding a $25 million impact in Year 1.
• Led a cross-functional transformation project involving technology, product management, and customer success, revamping the support and issue resolution experience. Achieved an average CSAT score of 4.2 and a 37% boost.
• Reconfigured the implementation methodology and provided cross-training for team members, resulting in a 27% increase in blended utilization rates.

Santa Monica, CA, US

• Formulated and executed a client experience strategy, leading to an 85% Gross Retention Rate (GRR).
• Expanded support capabilities while maintaining a consistent headcount for three consecutive years, facilitating a 14% year-over-year revenue growth in new business.
• Initiated a phased approach to beta-testing for new products, resulting in a 40% surge in new product adoption upon full release.

Santa Monica, CA, US

• Crafted various advocacy and customer feedback programs to review product enhancement requests, and successfully negotiated 25% of the product roadmap for existing customer requests, driving a 12% increase in existing.
• Tasked with standardizing the engagement strategy, globally reducing the time to reference-ability by 50% for new product launches.

Santa Monica, CA, US

Santa Monica, CA, US

Beverly Hills, California, US

Beverly Hills, California, US

Beverly Hills, California, US

West Hollywood, CA, US

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelors Degree, Business