Wendy R. Johnson

Wendy R. Johnson Email and Phone Number

Customer Success Leader @ Heap | by Contentsquare
Wendy R. Johnson's Location
San Francisco Bay Area, United States, United States
Wendy R. Johnson's Contact Details

Wendy R. Johnson personal email

About Wendy R. Johnson

Dynamic, strategic, results-focused customer success leader with a reverence for process, data, and the power of relationships. Believes the success of a CS org hinges on leadership believing the customer is key, in playing the long game, and mandating tight cross functional collaboration centered on the customer’s experience and outcomes. And believes in a perfect world, all teams should be tied to revenue and shared customer KPIs.Passionate about building and empowering strong, collaborative, high performing teams and driving customer value, successful outcomes, retention and growth through strategic business alignment and delivery of outstanding experiences and customer-centric service that inspire loyalty, trust, and enduring partnerships.Recognized ability to develop, operationalize, measure and optimize strategies for engagement, support, and advocacy.Analytical focus, with deep experience utilizing tools and resources to manage and maximize customer relationships, complemented by instinctive communication and relationship skills used to open profitable channels and capitalize on new opportunities.Customer Success Management | Relationship Management | Customer Engagement Model | Process Improvement | Program Management | Negotiations | Strategic Planning | Account Management | Playbook Development | Process Improvement | Marketing | Competitive Analysis | Cross-functional Collaboration | Customer Lifecycle Management | Customer Advocacy | Contract Negotiation | Project Management and Cross Team Collaboration | Deep understanding of B2B and Account Based Marketing

Wendy R. Johnson's Current Company Details
Heap | by Contentsquare

Heap | By Contentsquare

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Customer Success Leader
Wendy R. Johnson Work Experience Details
  • Heap | By Contentsquare
    Director Of Customer Success, Regional
    Heap | By Contentsquare Feb 2024 - Present
    San Francisco, California, Us
    Joined Contentsquare by way of Heap acquisition
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  • Heap | By Contentsquare
    Director, Customer Success - Strategic
    Heap | By Contentsquare May 2021 - Feb 2024
    San Francisco, California, Us
    Heap is a market leader in providing analytics to help companies improve customer acquisition, activation, retention and overall customer experience across their digital presence.
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  • Gain Grow Retain
    Member
    Gain Grow Retain Oct 2020 - Present
    Arlington, Va, Us
    View
  • Catalyst Software
    Customer Success Coach
    Catalyst Software Apr 2021 - May 2022
    New York, New York, Us
    Customer Success Coach for Catalyst Coaching Corner, an application-based program that pairs folks that are looking to break into CS or elevate their career in CS with experienced leaders through monthly coaching sessions.
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  • Intellishift
    Senior Director Of Customer Success - Enterprise And Strategic
    Intellishift Jan 2021 - May 2021
    Commack, Ny, Us
    • Mentor, inspire and enable teams of high-performing Customer Success Managers and Customer Success Directors• Partner with CSMs and CSDs to effectively own the ultimate success of customer onboarding, product adoption, retention, and growth• Ensure that customers derive maximum value from their investments and fully leverage products on an ongoing basis• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors tofully align our business strategies and measurements for success• Serve as a customer advocate internally while effectively collaborating with internal teamsincluding product management, sales, design, QA, and engineering• Collaborate with Customer Marketing and Operation Manager to optimize processes and use oftechnology to scale• Work with the VP of Customer Success to build and operationalize a world class Customer Successorganization
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  • Optimizely (Formerly Episerver, Acquired Idio)
    Director, Customer Success
    Optimizely (Formerly Episerver, Acquired Idio) Nov 2019 - Jan 2021
  • Idio - An Optimizely/Episerver Company
    Director, Customer Success
    Idio - An Optimizely/Episerver Company May 2019 - Nov 2019
    (Acquired by Episerver)• Change agent, driving internal alignment across Sales, Services, Support and Success around the newly evolved role and responsibilities of Customer Success. • Responsible for partnering with cross functional leaders to define customer journey and lifecycle stages. • Defined associated roles and responsibilities, success milestones, core KPIs and supporting playbooks. • Created data driven means for tracking progress and customer health in service of program optimization, risk mitigation and business health and forecasting. • Pioneered success plan framework in support of functional execution. • Enable, mentor and coach mid career CSMs, helping navigate internally and externally to ensure all mutual success.• Partner closely with key executives stakeholders across strategic B2B software accounts, supporting growth and expansion of west coast presence.
  • Demandbase
    Director Customer Success - Strategic Accounts
    Demandbase Sep 2015 - Apr 2019
    San Francisco, Ca, Us
    • Player-coach for Strategic Customer Success team. Drove growth and customer renewals of account-based marketing solutions, managing and delivering support to $15M personal book of business across key strategic clients. • Consulted with client stakeholders,including executive decisionmakers, to understand business goals, strategic initiatives and supporting tactics, then illustrated product value, guided platform adoption, and provided ABM strategic advice to deliver desired business outcomes while driving and supporting organizational change. • Managed cross functional teams to meet client needs while overseeing expedited resolution of issues, with a focus on building strong relationships and trust. • Negotiated/closed renewals and identified opportunities for upselling and cross selling, partnering closely with strategic sales counterparts to execute plans for expansion. • Drove positive evolution of our product by prioritizing and funneling customer feedback toproduct team. • Monitored industry trends/practices and develop customer stories and case studies.
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  • Demandbase
    Senior Customer Success Manager
    Demandbase Sep 2013 - Sep 2015
    San Francisco, Ca, Us
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  • Wra, Inc. Environmental Consultants
    Marketing/Business Development Director
    Wra, Inc. Environmental Consultants Oct 2012 - Jun 2013
    San Rafael, Ca, Us
    • Partnering with VP of Business Development, delivered marketing and business development support to boost visibility through strategies that included new website launch and marketing automation adoption. • Helped define and measure progress to support fulfillment of organizational channel goals.
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  • Rainforest Action Network
    Business Development Director
    Rainforest Action Network Apr 2012 - Nov 2012
    San Francisco, California, Us
    In contract role, assisted key staff and Board members in cultivation of donors and prospects and execution of strategic plans.
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  • Quantumshift
    Sales Director, Strategic Accounts
    Quantumshift 2001 - 2002
    New Delhi, In
    • Venture-backed (Mayfield, TPG, Thomas Weisel Partners) SaaS startup. Highly consultative sale of a comprehensive, single-source enterprise solution for procuring and managing communications services.• Partnered with Product Development and Professional Services teams to design competitive strategies for winning business through C-level sales. • Contacted and developed relationships with client leaders and drove all aspects of the sales lifecycle, including post-sales account management, ensuring smooth onboarding, swift resolution of issues, and ongoing satisfaction.• Top performer who captured business by collaborating on winning sales strategies that emphasized an authentic presence, active listening, curiosity, speaking to the right person, and securing trust. • Exceeded annual quota within first quarter, conducting in-depth research to identify companies and executive (CFO) leadership giving evidence of pain around controlling operational costs and seeking opportunities for eliminating redundancies/increasing efficiencies
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  • Actiance, Inc.
    Senior Account Director - Enterprise
    Actiance, Inc. 1999 - 2001
    Redwood City, California, Us
    • First hire/team lead for sales team, responsible for new logo acquisition and expansion.• Exceeded revenue quotas by 135%.• Researched industry trends and target market to identify ICP, and created unique, compelling sales campaigns to boost awareness of company and offerings and drive acquisition of new business• Forged and built strong customer relationships, with focus on gaining feedback that informed/influenced strategic initiatives and program improvement efforts. • Partnered closely to understand pain, required success metrics, timelines for showing value, and individual buyer win/needs. Ensured implementation team was properly resourced to deliver on client expectations.
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  • Thomson Gale
    Senior Enterprise Account Executive
    Thomson Gale 1998 - 1999
    Us
    • Charter member of new West Coast corporate sales team, sold scalable, enterprise knowledge-management solutions to technology professionals in Fortune 500 companies, as well as to IT consultants and systems integrators for high-tech businesses. • Implemented strategies for selling complimentary products and maximize revenue potential. Prospected and contacted vertical industry targets, followed up on inbound sales leads, created competitive bids and proposals, and conducted product presentations. • Easily exceeded quarterly expectations, achieving 120% of new bookings quota. Recognized as top revenue generator for division.• Sales representative to cross functional task force invited to partner with Product Development to scope next-gen solution, delivering proprietary content with links to relevant online supporting, authoritative documentation.
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  • Lawgic Llc
    National Account Director
    Lawgic Llc 1996 - 1998
    Jacksonville, Florida, Us
    • Sales of subscription-based software products for the legal and HR markets under the Lawgic® brand name.• Team lead responsible for identifying highly targeted, qualified leads for sales team by performing extensive market research to gain an understanding of: the customer persona; appropriate product positioning in the target markets; customer issues and needs; and perceived competition. • Recognized for creativity in deal structuring in order to maximize revenue potential at each opportunity. • Top performer, consistently met or exceeded assigned revenue quota. • Via aggressive account management, successfully expanded business and ensured customer retention with installed base accounts. • Cross disciplinary collaboration: primary lead for interfacing with marketing to suggest methods and strategy for territory penetration, and for interfacing with product development to monitor and relay the needs of the marketplace.
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  • Bay Area Ridge Trail Council
    Vp Outreach
    Bay Area Ridge Trail Council 1991 - 1996
    Berkeley, California, Us
    • Devised and implemented strategic PR and awareness campaigns and customer marketing. • Initiated, planned, coordinated, and promoted regional volunteer, membership, and public events and programs including annual member and volunteer appreciation events.• Developed and coordinated design and production of promotional materials, press releases, project proposals, training and advocacy manuals, volunteer and membership newsletters, 30+ trail guides and maps, park resource guides, traveling museum exhibit, and miscellaneous other corporate collateral. • Charged with merchandise and collateral distribution and placement oversight. • Managed and conducted all grant research projects related to outreach program development.• Managed team responsible for recruiting, orienting, placing, training, evaluating, recognizing and retaining 400+ Council at-large volunteers.• Strategized, built consensus, and collaborated with a diverse, Bay Area-wide volunteer constituency responsible for trail advocacy, planning, building, maintenance, and use.
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Wendy R. Johnson Skills

Account Based Marketing Analytics Google Analytics Saas Crm Strategy Digital Marketing Marketing Account Management Customer Experience Strategic Planning New Business Development Sales Program Management Product Management Event Planning Fundraising Product Marketing Management Volunteer Management Editing Nonprofits Wordpress Online Lead Generation Enterprise Software Customer Relationship Management Business To Business Cross Functional Team Leadership Abm Marketing Strategy Customer Retention Customer Support

Wendy R. Johnson Education Details

  • Stanford University
    Stanford University
    Economics And Int'L Relations
  • Head-Royce School
    Head-Royce School

Frequently Asked Questions about Wendy R. Johnson

What company does Wendy R. Johnson work for?

Wendy R. Johnson works for Heap | By Contentsquare

What is Wendy R. Johnson's role at the current company?

Wendy R. Johnson's current role is Customer Success Leader.

What is Wendy R. Johnson's email address?

Wendy R. Johnson's email address is wr****@****ail.com

What is Wendy R. Johnson's direct phone number?

Wendy R. Johnson's direct phone number is +141553*****

What schools did Wendy R. Johnson attend?

Wendy R. Johnson attended Stanford University, Head-Royce School.

What are some of Wendy R. Johnson's interests?

Wendy R. Johnson has interest in Trail Running, My Two Girls, Education, Cycling, Hiking.

What skills is Wendy R. Johnson known for?

Wendy R. Johnson has skills like Account Based Marketing, Analytics, Google Analytics, Saas, Crm, Strategy, Digital Marketing, Marketing, Account Management, Customer Experience, Strategic Planning, New Business Development.

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