- Oversee end-to-end operations, growth, and people development for $85MM ARR function3x team to 10 global, distributed Enterprise Account Directors- Developed Strategic Accounts function to account for top 10% of ARR accounts, increasing cohort growth by 63% - Created $10MM+ TCV in new business with enterprise expansion - Identified and created territory sales strategies for LATAM and APAC markets - Provide support and guidance to reps by participating and leading in client and prospect meetings and engaging leadership/sponsorship when appropriate- Actively leading and monitoring demand generation activities- Drive 150+% NRR for segment (avg Q1-4 ‘21), 18% increase in GRR, 38% increase in NRR- Created and executed multiple-product revenue streams, increasing ~200% YoY

Our projects run the gamut of CS functions, from strategy to operations to tactical communications. In a typical engagement, we identify, diagnose, and prioritize opportunities to improve customer experience and drive revenue. The whitepaper can be found at http://whitepaper.stevefreund.io

Responsible for strategy, outcomes, roadmap, and execution for Customer Success department. Reporting directly to the CEO. Driving upwards of 135% retention across entire company book of business with 4% logo churn. My department led:• Full SaaS customer lifecycle (implementation through renewal)• ICP development• Partner management and development• Professional services and service delivery• Account management• Customer support • Product development feedback loop• CS Operations (metrics, reporting, systems, etc)

Responsible for forming, hiring, and developing initial strategy for SaaS Customer Success function. Reported directly to the CEO. Focused on operations, automation, and a 1:many strategy for SMB + MM, and delivered a high-touch CSM model for Enterprise accounts. My department led:• SaaS renewals• Customer support• Implementation and activation• CS Operations (metrics, reporting, systems, etc)

Sales & Account Management• Average upsell of 107.4% (298%/$300,000 max, 7%/$2,800 min) with annual contracts • Achieved positive retention numbers quarter over quarter and was top performer for the team• Built $250,000 in closed and collected revenue via up/cross sell in named accounts and manage $2,000,000 in ARR with ACV of $35,000Data-Driven Leadership• Won Sustainable Innovation core value award (1 given in 2016)• Analyzed performance trends to direct training resources and identify needs, making recommendations to leadership team and customer success team• Fundamentally transformed metrics from usage-based metrics to value based metrics (i.e. proving the ROI derived from unique value prop)SaaS Adoption• Defined and oversaw change management/adoption process for success planning internally and for enterprise/strategic customers• Analyzed customer success performance metrics, recommended remediation plans at the team and individual team member level to increase productivity and client satisfaction

Future State, a part of Accenture, is a human-centered management consulting firm with more than 30 years of experience delivering results. We enable extraordinary visions that positively impact the world.