Thomas Bass (Tbass) Email and Phone Number
Thomas Bass (Tbass)'s Location
Atlanta, Georgia, United States, United States
Thomas Bass (Tbass)'s Contact Details
Thomas Bass (Tbass) work email
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Thomas Bass (Tbass) personal email
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Thomas Bass (Tbass) phone numbers
About Thomas Bass (Tbass)
Results-driven Customer Success leader with a proven track record of building and scaling high-performing Customer Success departments in the B2B SaaS space. I specialize in mitigating churn, increasing gross revenue retention, and decreasing controllable churn to drive significant revenue growth.I've consistently delivered exceptional results, including growing multiple CSM departments from under 100% NRR to over 115% NRR. My expertise includes developing and implementing effective retention strategies, merging and optimizing CS teams, and leading customer success initiatives at early-stage startups.
Thomas Bass (Tbass)'s Current Company Details
Thomas Bass (Tbass) Work Experience Details
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FounderSuccess To Scale Oct 2024 - PresentFounder of Success to Scale. We focus on helping early to mid-stage B2B SaaS companies understand their churn and how to mitigate it.We offer: Churn Analysis: Uncover the hidden patterns in your churn data and turn those lost customers into a roadmap for future success.Churn Interviews: Get the real story behind why customers leave through insightful exit interviews.Process Review: Optimize your customer success workflows, streamline operations, and build a scalable foundation for growth.
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Director Of Customer SuccessStudentbridge Feb 2024 - Oct 2024Atlanta, Georgia, Us -
Director Of Customer SuccessMaxio Jan 2022 - Feb 2024Peachtree Corners, Georgia, UsSaaSOptics and Chargify merged to become Maxio. Directed department of CSMs with an umbrella of 16 including 2 managers. Responsible for developing and executing on strategy to maximize NRR, GRR, and logo retention. Created, developed, and implemented the merging 2 companies' disparate programs including merging Customer Success Platforms, team processes, and KPIs for a combined financial operations platform. Lead and developed churn mitigation strategies, reporting, and analysis. Created weekly NRR flash reports as well as quarterly and annual churn and retention analysis for the board of directors. -
Director Of Customer Success - Saasoptics & Chargify PlatformsSaasoptics Jan 2022 - Sep 2022Peachtree Corners, Georgia, UsSaaSOptics and Chargify merged and rebranded to become Maxio -
Senior Manager Of Customer SuccessSaasoptics Jan 2021 - Jan 2022Peachtree Corners, Georgia, UsLed team of 6 individual contributor CSMs. Responsibilities included coaching, call reviews, handling escalations, and tracking key KPIs. Created churn/retention model to build net revenue retention (NRR) KPIs for the department. Coordinated new product line launch with marketing, implementation, product, and support teams. Created and iterated on scalable processes to achieve key department and company goals.
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Manager, Customer SuccessSaasoptics Jan 2020 - Jan 2021Peachtree Corners, Georgia, UsOversaw growth of CSM department. Coached CSMs on best practices while overseeing movement of add-on sales to being owned by the department. Deployed CS software for health scoring, playbook management, and KPI tracking. Tracked churn/renewals for company and oversaw COVID response for department. Successfully created retention model and KPI which department achieved and exceeded in H2.
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Customer Success ManagerSaasoptics Nov 2018 - Jan 2020Peachtree Corners, Georgia, UsFounded the CSM department at SaaSOptics. Was tasked with building outreach processes, health check decks, and KPIs for the department. Handled all post-sales commercial discussions for entire clientele base. Created ROI tracking for department as well as presented ROI analysis to executive team. Oversaw department growth from 1 CSM to 3 full time CSMs. November top company performer award winner.
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Implementation ManagerCulturalink Jun 2018 - Nov 2018Norcross, Ga, UsOversaw on-site deployment of interpretation software and hardware for large regional hospital system. Responsible for training end-users in person as well as coordinating logistics of on-site hardware deployment. -
Head Of Customer SuccessHull Mar 2017 - Feb 2018Atlanta, Georgia, UsAs US employee #2, I created the Customer Success department from the ground up. Was tasked with creating Customer Success training, KPIs, and running client retention experiments. As Head Of Customer Success the department saw a net negative churn rate for the year of 2017. Customer Success was also responsible for tier 1 support issues. Customer Success queued up clients for case studies for the Marketing department as well as helped as a pre-sales technical support agent for sales. The Head of CS reported directly to the CEO. The Head of CS was also responsible for advocating for the department to all other internal stakeholders including- sales, marketing, product, and development. In addition, CS ran the weekly company wide all hands meeting where all department heads and executives came to align on company goals and initiatives. -
Customer Success ManagerTerminus: Account-Based Marketing Apr 2016 - Feb 2017Atlanta, Georgia, UsCustomer Success Managers are tasked with ensuring their clients are successful with the platform. CSMs handle all renewals and up-sells along with onboarding, training, and implementation of the software. CSMs also make recommendations to ensure clients' continued success with the software. Recommendations generally included, targeting suggestions, creative sets, landing pages, and adjustments in budget. CSMs are responsible for ensuring Salesforce integration is set up properly while also training customers on how to use said integration to pull through the proper companies. -
Customer Success ManagerLead Forensics Jun 2015 - Apr 2016London, England, GbClient Success Managers ensure that clients receive outstanding after-sales support, enabling them to maximize their Return on Investment (ROI) from the Lead Forensics software. CSMs proactively manage a portfolio of accounts, assist with new-user training and set- up of client reporting requirements. CSMs also have regular contact with clients to ensure optimal portal performance and provide assistance in their lead nurturing techniques as required. Offer technical support and assistance throughout the contract life-time, develop and maintain strong customer relationships via telephone and email. Negotiate and manage client’s contract renewal process while also identifying and developing new business opportunities within the client base. -
Customer Success Manager IiCareerbuilder.Com Oct 2014 - May 2015Chicago, Illinois, UsAs a Customer Success Manager, I was responsible for conducting customer-specific admin and user trainings, holding regular performance reviews with key stakeholders, including providing a product roadmap with insights and key recommendations. Also assisted with account research and ROI presentations in addition to targeting opportunities for contract expansion. Success specialists (CSMs) also recommend additional products that align with strategic objectives for each account and act as subject matter experts with a focus on acquiring ongoing marketplace intelligence by researching trends and best practices, reading business publications, seeking out learning and development opportunities and utilizing internal training resources. Lastly, as a CSM, my primary goal is to drive retention and renewal of assigned accounts. I also helped create and implement a department-wide process to identify accounts that had low EOI that was eventually expanded to our international offices. Also had to constantly communicate with executives of Fortune 500 and Fortune 1000 companies. Also was Q2 2015 Top Performer. -
Client AdvocateCareerbuilder.Com May 2014 - Sep 2014Chicago, Illinois, UsProvided post-sales support for assigned sales teams. Client Advocates were responsible for client trainings on the entire product suite, performance monitoring, technical troubleshooting, and performance reviews. Also partnered with sales teams to look for additional product opportunities.
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Graduate Teaching AssistantUniversity Of North Georgia Jul 2013 - May 2014Dahlonega, Ga, UsResponsibilities for teaching assistants included devising, proctoring and grading examinations. Also graded papers, and other assignments, in addition to holding office hours to be available to students, holding tutorials and review sessions with groups of students, delivering instruction during class meetings, maintaining student attendance records, maintaining course resources on the Internet, and accomplishing other related processes. -
Legislative AideGeorgia House Democratic Caucus Jan 2014 - Apr 2014Responsible for tracking and summarizing proposed legislation, and for monitoring and writing reviews from various committee meetings. Also tasked with organizing public hearings, town hall meetings, and keeping Leader’s website updated.
Thomas Bass (Tbass) Skills
Customer Service
Leadership
Social Media
Management
Event Planning
Salesforce.com
Training
Microsoft Office
Client Relations
Microsoft Excel
Sales
Time Management
Crm
Strategic Planning
Powerpoint
Marketing
Saas
Project Management
Research
Client Services
Public Speaking
Microsoft Word
Social Networking
Client Presentation
Public Relations
Team Leadership
Social Media Marketing
Account Management
Marketing Strategy
Business Relationship Management
Fundraising
Strategic Communications
Account Based Marketing
Customer Relationship Management
Thomas Bass (Tbass) Education Details
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Louisiana State UniversityPolitical Science And Government -
University Of North GeorgiaPublic Policy Analysis
Frequently Asked Questions about Thomas Bass (Tbass)
What company does Thomas Bass (Tbass) work for?
Thomas Bass (Tbass) works for Success To Scale
What is Thomas Bass (Tbass)'s role at the current company?
Thomas Bass (Tbass)'s current role is Helping SaaS companies increase retention.
What is Thomas Bass (Tbass)'s email address?
Thomas Bass (Tbass)'s email address is tb****@****ics.com
What is Thomas Bass (Tbass)'s direct phone number?
Thomas Bass (Tbass)'s direct phone number is +177081*****
What schools did Thomas Bass (Tbass) attend?
Thomas Bass (Tbass) attended Louisiana State University, University Of North Georgia.
What skills is Thomas Bass (Tbass) known for?
Thomas Bass (Tbass) has skills like Customer Service, Leadership, Social Media, Management, Event Planning, Salesforce.com, Training, Microsoft Office, Client Relations, Microsoft Excel, Sales, Time Management.
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