Bill Harris Email & Phone Number

Menlo Park, Ca, Us

Working with pre-seed, seed, and series A B2B start-ups addressing post-contract challenges to drive retention, growth and efficiencies. My work varies from designing workflows, training and enablement to working directly with customers. I am particularly interested in the intersection of AI and Customer Success.

Pasadena, California, Us

Designing customer success processes for Virtualitics’ emerging commercial division including pilot conversations and product positioning. Defining KPIs and post-contract processes including implementation, training, support, business reviews, expansion and renewals.

San Francisco, California, Us

Built a high-performing team of Customer Success Managers and Implementation Analysts in a hyper-growth environment with responsibilities for onboarding, adoption, renewals, and expansion. Established the customer success team in Australia, including critical aspects such as staffing strategy, hiring the initial team members, onboarding and training, mentoring, and defining global processes.* Drove a significant increase in product adoption by implementing enhanced onboarding and training strategies.* Achieved a 100% regional customer retention rate by focusing on business reviews and implementing improved renewal processes.* Devised and executed an early renewal initiative that generated significantly more Annual Recurring Revenue (ARR) during the final month of the fiscal year-end, surpassing projections and contributing to the Series C valuation.* Designed and implemented a customer success career path map to drive employee progression. Achieved a 94% employee retention rate with my team, surpassing the company average.

San Carlos, California, Us

Collaborated closely with the sales team to identify and capitalize on upsell, cross-sell, and expansion opportunities, driving new revenue. Devised and implemented innovative and scalable processes tailored for enterprise customers, encompassing customer training, business reviews, account strategies, and report distribution. Owned all post contract activities including onboarding, support, renewals and expansion for a product line targeting a new market, independent restaurants. • Through more insightful reporting and improved best practice sharing, increased product usage by 50% in a multistore pilot. • Built out and managed all post-sales processes for a targeted $20M new line of business focusing on the independent restaurant segment. Onboarded over 300 locations.

Campbell, Ca, Us

Reported directly to the SVP of Customer Success and Services managing our enterprise Customer Success team responsible for $54 million annual revenue. Led initiatives to define Objectives and Key Results (OKRs), establish key metrics, streamline processes and develop playbooks to expand revenue.• Led the up-leveling of customer business reviews to focus more on value and program roadmaps.• Implemented a new approach to renewals improving net retention and securing longer term contracts.•• Built out a pipeline of approximately $3M by focusing customer business reviews and conversations on value, awareness of other solutions, and program roadmaps.

Scaled and up-leveled the Customer Success team, encompassing direct and channel customers. Reported directly to the SVP of Customer Success and Global Channels with customer loyalty, retention, and expansion responsibilities during hyper-growth. Collaborated closely with channel partners to devise and refine their customer success and retention processes, ensuring aligned objectives.* Improved retention rates from 86% to 91% and expansion rates from 7% to 13%. President’s Club.* Migrated 400 channel customers, about 30% of revenue, to direct customers. This required competing against Oracle’s sales team and resulted in an over $1M increase in revenue.* Successfully implemented Gainsight, a customer success platform, to drive customer adoption, mitigate customer risk, and provide improved visibility into account health. This strategic implementation enabled better management and proactive engagement with customer accounts.

San Mateo, Ca, Us

Reporting directly to the SVP of Customer Success, led the expansion and scaling of the Customer Success team to align with ToutApp’s growth trajectory. Implemented an effective customer segmentation strategy for a diverse range of 600 SMB, Mid-Market, and Enterprise customers. This strategy involved re-aligning CSMs and defining appropriate touchpoint content and cadence for each customer segment. Collaborated with sales enablement to create a comprehensive skills development program for Customer Success Managers focused on enhancing their capabilities, particularly identifying opportunities and negotiating effectively. * Successfully implemented Gainsight, a customer success platform, to drive customer adoption, mitigate customer risk, and provide improved visibility into account health. This strategic implementation enabled better management and proactive engagement with customer accounts.

Pleasanton, California, Us

Worked directly for the Chief Customer Officer to build out and scale the customer success organization.* Led the transition of the renewal process from sales to customer success resulting in increased on-time renewals. Achieved a 95% renewal rate against $80M in revenue.* Directly managed at-risk significant strategic account escalations, turning $15M ARR from “Red to Referenceable.”* Transformed the customer feedback program to improve customer insights and drive significant company-wide initiatives, improving the customer experience. For example, the Quality initiative reduced customer quality comments by 60% in six months.

San Mateo, Ca, Us

SATMETRIX SYSTEMSSatmetrix is a leading provider of customer loyalty solutions, and co-founder of Net Promoter, with such global customers as HP, Symantec, Alcoa, and Michelin. The Satmetrix SAAS solution collects feedback from customers, partners, and employees, aggregates it, disseminates it through the organization, and provides tools for this information to be more easily acted on.• Owned all aspects of the North America accounts, representing about $25 million revenue, including renewals, expansions, relationships, revenue forecasting, consultative sales, negotiations and marketing.• Built and managed a team of CSMs, including recruiting, defining individual and team goals and objectives, skills and career development.• Regularly presented expansion opportunities and best practice workshops to customer executives.• Managed our technical support team with a focus on customer sat, response time and resolution time. Improved product quality and the user experience through root cause analytics.

San Mateo, Ca, Us

• Owned the ongoing relationship with strategic accounts, including HP, Alcoa and Member Loyalty Group, a consortium of credit unions, and Satmetrix’s largest customer.• Managed renewal quotas of $4 - $5 million and realized revenue growth of 20% from my accounts in each year, 2007, 2008 and 2009.• Achieved the highest customer loyalty scores among all Satmetrix account managers.• Engaged with C-level executives and middle management to advise them on program improvements,driving adoption and identifying opportunities to create program value.• Managed technical implementations of loyalty programs including planning, design, and deployment.• Led a team to develop a Loyalty Program Assessment which we administered to establish best practices and program recommendations.

Us

Managed the ongoing relationship of key Instill customers, representing 40% of Instill’s annual revenue, setting strategic goals, identifying new opportunities, and negotiating contract extensions• Maintained a 95% plus retention rate through my tenure• Implemented Instill’s e-commerce and business intelligent solutions, coordinating project managers, and ensuring customers receive expected value• Analyzed large volumes of purchase data to help customers drive savings• Managed integrations with third-party systems as part of clients’ supply chain initiatives, including documenting business requirements and functional specs, and managing its development, testing, and implementation

Master Of Business Administration (Mba), Marketing

Bachelor Of Arts (Ba), Economics