Welcome to People You Should Follow!
Missed us? Bet you did. Here we’ve got a hot list of people in charge of Customer Success.
Is sustainable corporate profitability what you’re aiming for? Just have a look and see how the pros do it.
This time we’d like to present: 43 Successful Customer Success Managers You Should Follow.
We prepared a handy table of contents at the bottom – use it to navigate the list! Remember, this is not a ranking – everyone is equally important.
Click on the expert's name to go to their section.
- Margot da Cunha, Wistia
- Wynne Brown, GitHub
- Jennifer Knowlton, Ephox
- Omid Razavi
- Todd Sheive, Adobe
- Dennis Reno, Proofpoint
- Kristin Mansueto, Adobe
- Catherine Blackmore, Oracle Marketing Cloud
- Nik Hristov, SmartRecruiters
- David Satterwhite, PubNub
- Michael Geller, Blue Jeans Network
- Bernie Kassar, Mixpanel
- Clifford Catey, ToutApp
- James Tuck, Xamarin
- Ursula Llabres, Insidesales.com
- Rachel English, Zuora
- John Filut, Volusion
- Amy Rice, Securimate, Inc.
- Joshua Hanewinkel, Mixpanel
- Kelly McMahon Hall, BMC Software
- David Apple, Typeform.com
- Sherrod Patching, Leadspace
- Loni Spratt, Entelo
- Allison Metcalfe, LiveRamp
- Chris Doell, OpenDNS
- Whitney Hillyer, Bit.ly
- Brent Grimes, Mulesoft Inc.
- Paul Brook, LivePerson
- Greg Meyer, Rival IQ
- Pam Dodrill, Servicemax
- Sophie Gonin, Facebook
- Vicki Appel, CloudLock
- Rod Cherkas, Marketo
- Roshni Sondhi, Zendesk
- Mark Pecoraro, Conviva
- Reese Stafford, Experian
- April Reed, Entelo
- Harry Knibbs, Huddle
- James Howell, Salesforce
- Luke Harris, EngageSciences
- Jennifer Yorke, Box
- Rose Bentley, Satmetrix
- Natalie Lightman, Reevoo
- Ciara Fogarty, Clarizen
Margot da Cunha
Customer Success Coach at Wistia
Margot is a Customer Success Coach at Wistia with a background in PPC, SEM, content and digital marketing. Margot is passionate about writing and is also a regular contributor to the WordStream blog and Social Media Today. Margot was recently named the 25th Most Influential PPC Expert in 2015 by PPC Hero.
Director of Customer Success at GitHub
Wynne has a deep expertise in SaaS sales, success and support. While working at Base CRM she managed to create a lead gen team from hiring to strategy to processes, manage full cycle of hiring process for BDRs and AEs, grow the team by over 100%, develop and execute onboarding for new reps.
She also refined pitch and positioning to increase inbound results, improved sales results for all reps, with dramatic up-and-to-the right improvements averaging 33% month-on-month revenue growth and defined territories and strategy for new outbound channel.
Customer Success and Relationship Manager
Jennifer has diverse sales and business development background ranging from consumer products to computer network hardware to technical staffing and IT project consulting. Passionate about selling with over 10 years of experience and consistently recognized as top performer.
She possess the energy, motivation, and drive for results in a challenging, fast-paced environment as well as proficient computer skills in Microsoft Office Suite, Salesforce.com (SFDC), Jigsaw.com/Data.com, AKKEN, FileMaker, Join.me, GoToMeeting, ConnectWise, NetSuite, Zendesk, DropBox, Atlassian, WebRadar, EditLive!, TinyMCE, and TinyMCE Enterprise.
SaaS Sales, Customer Success and Services Leader
Customer success and growth leader to drive technology adoption, customer engagement and advocacy across every stages of customer journey.
Experienced in leading, transforming and scaling services and support teams, building enterprise-class customer-centric organizations, and nurturing the ecosystem for clear accountability, consistent delivery and exceptional results.
Advisor to technology companies and venture firms and their clients on cloud customer success and revenue growth.
Senior Customer Success Manager at Adobe
Todd has over 10 years of professional and extensive experience in internet industry – SaaS and Cloud computing solutions. Strong client/people skills with success in areas of contract negotiation, business development and integration, project management, account management, sales, and client services while working with some of the largest and best brands in technology, retail, and entertainment.
He is a solid sales performer with President Club awards every eligible year, strongly focused on renewal/retention, cross-sell, up-sell, and winning new lines of business.
Senior Vice President, Global Customer Support Services, Customer Success & Professional Services at Proofpoint
Dennis specializes in customer success and customer retention for both small business and enterprise software and SaaS customers. He is an experienced leader in both start-ups and turn-around of customer success, customer service, technical support, customer experience and professional services operations. He is also an industry leader in driving customer success and designing operations focused on customer on boarding, adoption and retention in SaaS and cloud services.
Dennis is proficient in leading Customer Success and Support teams, Global Customer Service Organizations, Global Service Delivery, Global Customer Support and Customer Advocacy teams to drive customer value and ROI to enterprise customers. He is also an expert in incorporating the customer’s view of success with products and services and Chief Customer Officer.
Director, Customer Success – Americas Retail, Travel & Commercial Accounts at Adobe
Kristin is an accomplished strategic account manager and team leader with strong communication skills and executive presence. Results-driven professional focused on client retention, revenue enhancement and opportunities for expansion of product and service solutions to existing clients. She has significant experience with relationship management, contract negotiations, project management, web analytics, customer and multi-channel analytics, customer support and online marketing. She is also a Creative Problem Solver with strong track record of success in a variety of customer and industry verticals.
GVP Customer Success at Oracle Marketing Cloud
Catherine Blackmore is a top performing Customer Success Executive who creatively and aggressively influences organizations in pursuing new opportunities to exceed retention targets and customer expectations. She is results-oriented Operational Leader with over 15 successful years developing and delivering business strategy, scalable structure and processes, and customer retention and growth initiatives in highly diverse industries.
Catherine is also an exceptional communicator recognized for ability to build long term relationships with Executive and C-level contacts as well as deliver impactful sales presentations that achieve profitable results.
Director, Customer Success at SmartRecruiters
Customer success and operations technology professional experienced in building, leading, and scaling customer success and services organizations in the SaaS space. Passionate about technology, innovation, and empowering customers.
VP of Sales and Customer Success at PubNub
David is results focused sales leader specializing in building and scaling software, Freemium, SaaS, and high-tech sales, services and BusDev teams of various sizes including field sales, inside sales, international sales and channels sales in both SaaS and on-premise models. Building great teams, implementing best practices, growing average deal sizes and negotiating big and small software and services contracts. Collaborative member of Executive Staff reporting to the CEO since 2001.
VP of Customer Success at Blue Jeans Network
Michael Geller is a successful senior executive with over 21 years of demonstrated achievement building B2C and B2B SaaS businesses specializing in General Management, Customer Success, Marketing, Operations, and agile Product Development for high-growth companies.
As the head of Customer Operations and Success, he drove all customer-facing aspects of the B2B business by managing cross-functional teams in product, engineering, and customer service, growing in-store yield by 40% YOY.
SVP, Customer Success & Services at Mixpanel
Bernie works at Mixpanel which mission is to help the world learn from its data and help them do something with it. They provide the most advanced analytics platform for mobile & web applications. Instead of tracking page views, we track the actions users take in an application– 48 billion of them every single month across all our customers!
Mixpanel’s customers include: Airbnb, Dropbox, Lyft, Tinder, Twitch.tv, Capital One, Path, Fitbit, Jawbone, Citrix, Shutterfly, WordPress, OpenTable, Stub Hub, Motorola, American Express, NewRelic, Spotify, Livenation, CNET and Xactly.
Customer Success Saas Executive
Clifford is an experienced executive with expertise in all aspects of Customer Success (on-boarding, implementation/consulting, support, training, customer success) particularly at SaaS companies. Successful track record in Consulting Services, Training, Practice Management, Customer Success, Account Management, P&L, Sales, Support and Operational Management.
He has a passion for using technology to solve business problems for customers and a proven ability to develop, manage and grow high-performance Customer Success teams that excel at driving customer satisfaction and maximizing their adoption in technology.
Director of EMEA Sales & Customer Success at Xamarin
After an amazing 15 months building the UK & Ireland business for Xamarin, my remit has now expanded to cover EMEA. I am currently hiring native speaking account execs (based in London Farringdon) and experienced Xamarin mobile developers (based in country).
Xamarin was recently listed by Business Insider in the top 50 enterprise start-ups to bet your career on in 2016, and named as one of the 9 startups that run the internet (Link).
VP Customer Success at insidesales.com
Multi-lingual business advisor with 18+ years experience, working in the High Tech and Communications industry, in the areas of Business Strategy Consulting, Customer Success Management, Business Application Solutions, Sales, Marketing, Analytics, Contact Center Operations, Service Management.
Director, Customer Success, Subscriber Insights at Zuora
Rachel has served customers for over 15 years, and has built and led high-performing, thought-leading Customer Success teams. Through those experiences, and as a regular customer herself, she has developed a proven philosophy and methodology for creating Customer Success. Rachel believes that companies and their customers are only truly successful together, and she understands the building blocks and the details needed to compound that effect.
Director of Customer Success at Volusion, LLC
Software and SaaS solution Executive with experience managing customer success, professional services, software development, product management, subscription services, online advertising, internet marketing, and business operations.
Detail oriented with a focus on measurable processes and growing efficient teams using Agile and Scrum methodologies. Played a key role in the growth and sale of three privately owned software companies (BroadJump, 360Commerce, and HighBeam Research). Since starting in development (25+ years ago) I have acquired experience in almost every discipline – giving me the tools required to streamline, build, and position software organizations for harvest (or profitability).
Director, Customer Success at Securimate, Inc.
Throughout my career, the customer has come first. I’m a raving advocate for corporate alignment to customer happiness. My belief is that the happier the customer, the more the company will prosper.
My ongoing goal is to work with a team of professionals who share my vision of customer success and bring their creativity and resources to the table to solve problems.
Scaling Customer Success at Mixpanel, Inc.
Joshua Hanewinkel is an entrepreneurial team leader skilled at building dynamic teams in high-growth environments. He has a unique talent for identifying opportunities and developing innovative solutions that solve customer needs while increasing revenue and profit.
Joshua currently leads global customer success at Mixpanel, the most advanced analytics platform for mobile and the web. Prior to his current role Joshua honed his leadership, strategy, sales, and services skills as Director, Customer Success at Responsys; Director, Client Services at ConnectEDU; Senior Account Manager at EducationDynamics; and Account Manager at GoalQuest, Inc.
Kelly McMahon Hall
Senior Director, SaaS Delivery & Customer Success at BMC Software
Kelly McMahon Hall is responsible for providing industry leading programs and processes to BMC Remedy On Demand and Remedyforce customers globally to drive accelerated adoption, rapid time to value realization, and overall happy customers.
Director of Customer Success at Typeform.com
Bonjour! I am the French-American guy in charge of sales. I contribute over 10 years of experience in management roles for various start-ups and SME’s.
I lived in Spain 8 years ago for a 6-month sabbatical after I sold my first business … and after living in Paris, Baltimore, London, and Tel Aviv… it´s great to be back to the land of sun, beaches, and chorizo!
Typeform is a beautiful product and an amazing company. From our sales team you will never experience the “hard sale” mentality which I am allergic to. We make sure that your needs are understood, and that we are the right solution for you… which, obviously, we are
VP, Customer Success at Leadspace
Over 14 years experience leading teams and developing and scaling customer-focused teams, ensuring satisfied SaaS customers and partners.
A strong background in implementing vision & strategy, both in periods of change and in new business ventures. Successful track record in working with teams, client bases and new markets globally to implement a company’s strategic goals; developing scaleable digital marketing strategies, building alliances and creating new commercial opportunities.
Head of Customer Success | Recruiter Evangelist
Passionate about customer success and everything related to sourcing and recruiting.
I get to work with the most amazing customers every day; helping them solve their recruiting challenges.
Over 10 years of business account management and client relations experience working with early-stage startups to Fortune 100 organizations. Strong customer success management background combined with the knowledge and expertise about business strategy enable me to be a creative problem-solver for my customers. I bring a high level of account retention and high-touch customer care.
VP Customer Success at LiveRamp
As VP of Customer Success Allison is responsible for ensuring that all of LiveRamp’s customers are wildly successful and growing with the company. Before joining LiveRamp, Allison built and managed Customer Success teams at Demandbase, Jigsaw (acquired by Salesforce) and Equilar. She earned a Bachelor’s degree from the University of Saint Thomas in St. Paul, MN.
Vice President, Customer Success at OpenDNS
I’m an accomplished and versatile senior executive with a highly successful track record – 7 prior companies have achieved a liquidity event. I specialize in the leadership and development of service organizations (customer success, global support, professional services and strategic account management), and top tier customers generally love me.
My goals are to make customers wildly successful, enhance the service team’s impact upon the bottom line, improve internal processes, and to help employees grow and develop. I bring energy, passion and focus to the mission…and foster it in those around me.
Senior Director of Customer Success at Bitly
Whitney is a highly motivated, results-oriented and accomplished professional offering in-depth knowledge and extensive experience in account management and client services.
She is a critical thinker skilled at designing effective solutions to increase productivity and deliver outstanding results. Dedicated to developing strong and long-term relationships with clients, supporting sales efforts, and negotiating contracts. Whitney is a proactive leader and team player, equipped with excellent leadership, interpersonal, and communication skills to effectively motivate teams and optimize operational efficiency.
Vice President Global Customer Success at MuleSoft Inc
As VP of Customer Success at C9, Brent is was responsible for ensuring that C9 customers get the most value from their C9 solutions and love C9. Brent’s team was responsible for the on-boarding, care, retention, and growth of C9 customers. Prior to joining C9, Brent was VP of Sales at ServiceSource, a global leader in recurring revenue solutions for the high-tech and healthcare industries. Brent was an entrepreneur, an early SaaS pioneer at UpShot, and held a variety of global management positions at Oracle and Siebel.
SVP, Global Head of Customer Success – LivePerson
Paul Brook is the Senior Vice President and Global Head of Customer Success at LivePerson, where he is a member of executive team and is responsible for Professional Services, Customer Value, Customer Support, Account Management, Education, and Customer Experience.
Prior to Joining LivePerson, Paul spent almost Two years at SuccessFactors where he was Chief Customer Officer and Head of Customer Success for SAP’s Cloud division.
Paul’s Career has also included Thirteen years at Oracle where he held a number of leadership positions including Vice President, Global Applications Support, where he was responsible for running a global support organization of 2,500 employees.
Customer Success at Rival IQ
Customer success means: building a relationship with a customer so that you learn more about their business and gain the opportunity to become a valuable partner in their success.
I love ideas that help customers and build better products.
Vice President, Customer Success
Customer Success and Support Executive with solid track record of leveraging world-class customer service and success best practices to build client loyalty, satisfaction, and sustainable business growth. Over 20 years of driving customer service and advocacy, employee satisfaction, call center operations, and business process improvements with a consistent record of exceeding expectations.
Proven Leadership Ability. Intuitive, approachable, and skilled in building and leading cross-functional teams toward common goals, developing employees into customer-centric associates, and fostering culture of accountability.
Customer Success Manager at Facebook
As a Manager Customer Success Group at Magento/eBay – EMEA Sophie used to oversee a team of Account Managers responsible for renewals & upsell of enterprise and IR 500 accounts; and helped drive double digit NPS increase among EMEA Enterprise accounts.
She also handled top strategic customers personally and achieved record NPS score among these accounts; executed largest individual professional service upsell on a single account. Key Accounts: Nestle, Swatch, The North Face, Missguided, Paul Smith, Kurt Geiger, Bulgari, Boohoo.
Sophie conceived, developed, and executed unique merchant events now being rolled out internationally; achieved 100% of customer retention goal and exceeded upsell quota by 30%.
Now she drives customers success for strategic Enterprises using the Facebook at Work solution.
Vice President, Customer Success at CloudLock
I strategically lead the Customer Success team by implementing an innovative, holistic approach to the customer experience. As a proactive customer advocate, I leverage CloudLock‘s enablement, account management and tech support talent to seize opportunity for greater service and risk management increasing customer satisfaction, retention and expansion of the Cloudlock business.
VP – Enablement & Prof Services – Customer Success
Customer-Focused Customer Success, Professional Services and Support Operations Executive successful at creating the strategic vision, end-to-end experiences, operational processes and automation tools required to scale fast-growing service and subscription SaaS businesses. Have been on the executive team at two SaaS companies that have had successful IPOs (RingCentral, Marketo).
Consistently drive outcomes that accelerate growth in revenue and operating margin by delivering exceptional service, improving retention rates, increasing product adoption, and reducing non-value add expenses. Design innovative service offerings and manage large global organizations that deliver great experiences for cloud-based, software and mobile products and services.
Manager, Customer Success at Zendesk
My current position is to act as a strategic advisor to develop long term partnerships with Zendesk clients to ensure that they remain successful by realizing the full value of their software investment. I assist with maximum adoption of their current Zendesk solution and identify product expansion opportunities. I also serve as a client advocate, functioning as a liaison between Zendesk clients and all internal teams. Ensure that needs and/or requirements considered critical to the success of these clients are communicated and managed throughout the Zendesk organization.
VP, Customer Success at Conviva
Senior Business Executive and trusted advisor to leadership teams with a demonstrated ability in consistently delivering high customer satisfaction, client retention and operational excellence in a recurring revenue business model for both start-up and established businesses. Customer-focused and cross-functional leader creates cultures of continuous improvement and motivates teams to exceed expectations. An impeccable record of crafting and translating strategic objectives into successful operational plans and deliverables. Special expertise in CUSTOMER SUCCESS, TECHNICAL SERVICES AND SUPPORT, and Software as a Service (SaaS) / IT OPERATIONS of cloud-based application software. Strong general management experience.
Senior Customer Success Manager at Experian
During my competitive collegiate athletic career I honed my dedication, my competitive nature and my drive to succeed. I strive to put this same skill set towards customer success.
While working for Oracle Reese maintained a 98% renewal and retention rate and consistently exceeded revenue targets by 200-217%. She also provided overall account leadership and served as the client’s primary escalation point and advocate to ensure issues and concerns were addressed quickly and served as a trusted advisor to main customer contacts; routinely identifying and communicating the latest digital and email marketing trends in order to strengthen client marketing initiatives through product training and delivery of Quarterly Business Reviews.
Recruiting Software for Hiring Tech Talent (Saas B2B)
We’re building powerful tools to help growing companies with their primary challenge, identifying and recruiting top talent. We’re backed by Battery Ventures and Menlo Ventures and count many of the world’s fastest-growing companies as our customers.
Senior Customer Success Manager at Huddle
Huddle is the leading content collaboration platform, and is the only SaaS vendor to be FedRAMP, FISMA, and IL3 certified. Trusted by public and commercial organizations globally, Huddle is team collaboration software which brings people together around the work that matters. Securely store, share and collaborate with people inside and outside of your organization anywhere, anytime, on any device.
My role as a Customer Success Manager involves supporting and rolling out Huddle across multiple user’s, departments and locations.
Ultimately as my title suggests I am here to make Huddle a success for all of our Huddle customers. My motivation comes from going the extra mile for any customer and creating customer delight and evangelism.
Senior Customer Success Manager and Salesforce Data Quality Expert
I am an experienced sales and marketing professional tasked as a Customer Success Manager at RingLead. I’m entirely focused and dedicated to the notion that the success of my clients and of my team is all that matters. I cultivate meaningful relationships with customers starting post-contract and continuing throughout the customer lifecycle.
Customer success is just that … Success in deploying and utilizing our solutions as well as realizing value and maximizing usage.
Acting as the voice of the customer conveying their experiences, feelings, and suggestions throughout my company is essential to business success which in enables me to reduce contract churn rates, increase customer satisfaction and increase revenue from cross-selling and up-selling our solutions portfolio.
Senior Customer Success Manager at EngageSciences
Senior Customer Success professional with 6 years experience in international SaaS organisations. Proven track record of revenue growth, retention improvement and platform adoption increase. Involvement in growing department function, management of teams both in office and remotely and functional development in organisations at various stages of maturity – from Start-up to Public (Nasdaq) listed.
Manager Customer Success at Box
I am an online technology professional with over 7 years experience in team growth and client facing business roles in the United Kingdom, and North America.
I have a proven track record in achieving set revenue targets under difficult circumstances, and am experienced in managing multi-faceted teams. I am a self-starter with an advanced understanding of the digital technology space, and I love the challenges that come from growing a business from the ground up.
Vice President, Sales and Customer Success at Satmetrix
I am currently VP of Sales and Customer Success for Satmetrix, an experienced partner in deploying successful customer loyalty programs that improve the customer experience and drive financial growth. I am also on the Board of Directors for Huckleberry Youth, the oldest community youth agency in the United States providing a full spectrum of services to homeless, runaway, and other at-risk youth in San Francisco.
Previously I held multiple roles for Lyris where I directed their Customer Success team insuring $28.8M subscription revenue renewed annually, later going on CEO assignment to Australia to stabilize and grow their APAC division, and most recently for Lyris I led their North America Renewals Sales team leveraging key processes and developing critical programs to improve renewal rates.
Customer Success Manager at Reevoo
As an accomplished account manager with a successful track record of implementing new strategies, exceeding targets and building relationships at all levels, I have a passion for understanding client needs and helping to provide and maintain a successful solution. I have experience in software solutions sold in the b2b space, within the e-commerce, social media and employee benefits industries.
I pride myself in the strength of the relationships that I build and the success in growing clients and renewing across my client base. A fast learner, I believe that I bring enthusiasm and relationship development skills that are essential to any team.
Customer Success Manager at Clarizen
I am a data driven Customer Success Manager and Prince2 qualified Project Manager with 5 years of client facing experience in a fast paced and results driven environment; working with SMB, Enterprise and Global accounts in both a pre- and post-sales capacity.
I am passionate about startups, customer success, big data and female leadership in the internet and technology industries.
Currently part of the Customer Success team at Clarizen.
Do you think we've got them all? Is there anyone you’d like to see here? Or do you believe that you should be in the list?
Go the comments section or to the Twitter profile @UsabilityTools and tell us what you think – we’ll gladly make additions!
Be sure to spread the word around and share the list – everyone should benefit! See you next week. Disclosure: All profile pictures of experts were taken from their official profiles in social media such as Twitter or LinkedIn.