Susan Reed
Director, Customer Success at Remedly- Claim this Profile
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French Limited working proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Samantha Remeika
Susan is one of the most passionate, positive, client-centric customer success leaders I have had the opportunity to work with in the SAAS industry. Susan knows that one of the most valuable success drivers for a company is a happy client base and works tirelessly to ensure that clients feel heard, understand the value of their investment into their software, all without losing the art of saying no when appropriate. Susan jumped into one of the most challenging roles at Fluxx - defining a customer success practice from the ground up. She defined the strategy for the department and built a dedicated, loyal team of customer success managers to execute on her vision. Having worked closely with Susan as peers on the pre-and post implementation front, I found her collaborative spirit and partnership invaluable in working through process changes and strategy discussions to define a solid customer journey for our teams and our clients. Susan's can do attitude is one of the characteristics that stand out the most - Susan never shies away from rolling up her sleeves and jumping on client calls, negotiating contracts, and problem solving tough challenges.
Margaret Roberson
Susan made me feel welcome from day one at Fluxx and made sure I was set up for success on her team. She equipped me with the tools and resources to work independently in a short amount of time. She was always open to new ideas and all team members had the opportunity to contribute and work collaboratively on projects. Susan worked tirelessly to build strong relationships with the client base and ensure their success with the product. She had an infectiously positive attitude and keen ability to empathize which led her to win over even the most difficult clients. Susan leads by example and it was a pleasure to work under her leadership.
Samantha Remeika
Susan is one of the most passionate, positive, client-centric customer success leaders I have had the opportunity to work with in the SAAS industry. Susan knows that one of the most valuable success drivers for a company is a happy client base and works tirelessly to ensure that clients feel heard, understand the value of their investment into their software, all without losing the art of saying no when appropriate. Susan jumped into one of the most challenging roles at Fluxx - defining a customer success practice from the ground up. She defined the strategy for the department and built a dedicated, loyal team of customer success managers to execute on her vision. Having worked closely with Susan as peers on the pre-and post implementation front, I found her collaborative spirit and partnership invaluable in working through process changes and strategy discussions to define a solid customer journey for our teams and our clients. Susan's can do attitude is one of the characteristics that stand out the most - Susan never shies away from rolling up her sleeves and jumping on client calls, negotiating contracts, and problem solving tough challenges.
Margaret Roberson
Susan made me feel welcome from day one at Fluxx and made sure I was set up for success on her team. She equipped me with the tools and resources to work independently in a short amount of time. She was always open to new ideas and all team members had the opportunity to contribute and work collaboratively on projects. Susan worked tirelessly to build strong relationships with the client base and ensure their success with the product. She had an infectiously positive attitude and keen ability to empathize which led her to win over even the most difficult clients. Susan leads by example and it was a pleasure to work under her leadership.
Samantha Remeika
Susan is one of the most passionate, positive, client-centric customer success leaders I have had the opportunity to work with in the SAAS industry. Susan knows that one of the most valuable success drivers for a company is a happy client base and works tirelessly to ensure that clients feel heard, understand the value of their investment into their software, all without losing the art of saying no when appropriate. Susan jumped into one of the most challenging roles at Fluxx - defining a customer success practice from the ground up. She defined the strategy for the department and built a dedicated, loyal team of customer success managers to execute on her vision. Having worked closely with Susan as peers on the pre-and post implementation front, I found her collaborative spirit and partnership invaluable in working through process changes and strategy discussions to define a solid customer journey for our teams and our clients. Susan's can do attitude is one of the characteristics that stand out the most - Susan never shies away from rolling up her sleeves and jumping on client calls, negotiating contracts, and problem solving tough challenges.
Margaret Roberson
Susan made me feel welcome from day one at Fluxx and made sure I was set up for success on her team. She equipped me with the tools and resources to work independently in a short amount of time. She was always open to new ideas and all team members had the opportunity to contribute and work collaboratively on projects. Susan worked tirelessly to build strong relationships with the client base and ensure their success with the product. She had an infectiously positive attitude and keen ability to empathize which led her to win over even the most difficult clients. Susan leads by example and it was a pleasure to work under her leadership.
Samantha Remeika
Susan is one of the most passionate, positive, client-centric customer success leaders I have had the opportunity to work with in the SAAS industry. Susan knows that one of the most valuable success drivers for a company is a happy client base and works tirelessly to ensure that clients feel heard, understand the value of their investment into their software, all without losing the art of saying no when appropriate. Susan jumped into one of the most challenging roles at Fluxx - defining a customer success practice from the ground up. She defined the strategy for the department and built a dedicated, loyal team of customer success managers to execute on her vision. Having worked closely with Susan as peers on the pre-and post implementation front, I found her collaborative spirit and partnership invaluable in working through process changes and strategy discussions to define a solid customer journey for our teams and our clients. Susan's can do attitude is one of the characteristics that stand out the most - Susan never shies away from rolling up her sleeves and jumping on client calls, negotiating contracts, and problem solving tough challenges.
Margaret Roberson
Susan made me feel welcome from day one at Fluxx and made sure I was set up for success on her team. She equipped me with the tools and resources to work independently in a short amount of time. She was always open to new ideas and all team members had the opportunity to contribute and work collaboratively on projects. Susan worked tirelessly to build strong relationships with the client base and ensure their success with the product. She had an infectiously positive attitude and keen ability to empathize which led her to win over even the most difficult clients. Susan leads by example and it was a pleasure to work under her leadership.
Credentials
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Real Estate Salesperson License
Department of Real EstateMay, 2004- Nov, 2024
Experience
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Remedly
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United States
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Software Development
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1 - 100 Employee
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Director, Customer Success
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May 2019 - Present
Cloud-based, data-centric ERP system for physicians and their patients. Remedly provides medical practices with an integrated Practice Management / EHR / Revenue Cycle Management / Marketing / Analytics solution and their patients with a comprehensive online concierge service. Cloud-based, data-centric ERP system for physicians and their patients. Remedly provides medical practices with an integrated Practice Management / EHR / Revenue Cycle Management / Marketing / Analytics solution and their patients with a comprehensive online concierge service.
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Benevity
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Canada
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Software Development
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700 & Above Employee
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Senior Manager, Client Success
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Oct 2018 - Apr 2019
The Benevity Goodness Platform helps brands bring their social mission to life with technology to build a positive workplace culture, amplify the impact of corporate giving, and power pro-social brand engagement. • Responsible for $3.5m ARR across 104 logos including Merck, Kaiser, Union Bank, CVS, Albertson’s and Panera. • Championed integration of acquired company Versaic into greater Benevity organization. Coordinated assimilation of people, platforms and processes to consolidate… Show more The Benevity Goodness Platform helps brands bring their social mission to life with technology to build a positive workplace culture, amplify the impact of corporate giving, and power pro-social brand engagement. • Responsible for $3.5m ARR across 104 logos including Merck, Kaiser, Union Bank, CVS, Albertson’s and Panera. • Championed integration of acquired company Versaic into greater Benevity organization. Coordinated assimilation of people, platforms and processes to consolidate efforts, streamline client experience, and leverage company assets. Collaborated with offshore development team to maintain deep integration of platform delivery, advocating successfully for full vendor integration. Mapped out implementation processes for alignment and optimization. Supervised office remodel to provide healthy work environment, improve recruitment, and promote company culture. • Spearheaded support program buildout including end-to-end ticket resolution through Zendesk and TFS. Managed support lead hire, Zendesk configuration efforts, and TFS/Zendesk UI redesigns and integration, with objective to drive all client requests to platform for improved resolution tracking, needs analysis, and cross-team communications. Show less The Benevity Goodness Platform helps brands bring their social mission to life with technology to build a positive workplace culture, amplify the impact of corporate giving, and power pro-social brand engagement. • Responsible for $3.5m ARR across 104 logos including Merck, Kaiser, Union Bank, CVS, Albertson’s and Panera. • Championed integration of acquired company Versaic into greater Benevity organization. Coordinated assimilation of people, platforms and processes to consolidate… Show more The Benevity Goodness Platform helps brands bring their social mission to life with technology to build a positive workplace culture, amplify the impact of corporate giving, and power pro-social brand engagement. • Responsible for $3.5m ARR across 104 logos including Merck, Kaiser, Union Bank, CVS, Albertson’s and Panera. • Championed integration of acquired company Versaic into greater Benevity organization. Coordinated assimilation of people, platforms and processes to consolidate efforts, streamline client experience, and leverage company assets. Collaborated with offshore development team to maintain deep integration of platform delivery, advocating successfully for full vendor integration. Mapped out implementation processes for alignment and optimization. Supervised office remodel to provide healthy work environment, improve recruitment, and promote company culture. • Spearheaded support program buildout including end-to-end ticket resolution through Zendesk and TFS. Managed support lead hire, Zendesk configuration efforts, and TFS/Zendesk UI redesigns and integration, with objective to drive all client requests to platform for improved resolution tracking, needs analysis, and cross-team communications. Show less
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Fluxx
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United States
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Desktop Computing Software Products
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1 - 100 Employee
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Director, Customer Success
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Sep 2016 - Jan 2018
Fluxx has a mind for technology and a heart for philanthropy. Our vision and innovation are propelled by a deep commitment to transform the grant process and spark lasting good. Large and small foundations, nonprofits, government agencies and corporations are dramatically shortening their grant cycles and making more strategic decisions with Fluxx. Until there is no further need for philanthropy, we will continue to expand our mission-critical solutions to drive real change. • Built… Show more Fluxx has a mind for technology and a heart for philanthropy. Our vision and innovation are propelled by a deep commitment to transform the grant process and spark lasting good. Large and small foundations, nonprofits, government agencies and corporations are dramatically shortening their grant cycles and making more strategic decisions with Fluxx. Until there is no further need for philanthropy, we will continue to expand our mission-critical solutions to drive real change. • Built Customer Success program from scratch, including but not limited to hiring, developing internal and cross-team collaboration systems and processes, identifying and addressing client pain points, and maximizing Totango platform usage for metrics, 1:many campaigns, and engagement tracking. Responsible for over $6.2m ARR, including personal portfolio of $709k ARR/20 logos. Initially, managed $4.5m+ ARR/140 logos while building program. • Developed revenue generation program for renewals and upsells. Increased ARR $200k+ and NRR $200k+ in 2017. Overhauled terms on legacy contracts to remove significant downsides with 96% renewal rate. • Empowered peer-to-peer client learning and deeper adoption by promoting online community usage and developing regional user groups program. Administered client online community and was guest speaker at Gainsight Pulse 2017 conference on Customer Intimacy at Scale. Show less Fluxx has a mind for technology and a heart for philanthropy. Our vision and innovation are propelled by a deep commitment to transform the grant process and spark lasting good. Large and small foundations, nonprofits, government agencies and corporations are dramatically shortening their grant cycles and making more strategic decisions with Fluxx. Until there is no further need for philanthropy, we will continue to expand our mission-critical solutions to drive real change. • Built… Show more Fluxx has a mind for technology and a heart for philanthropy. Our vision and innovation are propelled by a deep commitment to transform the grant process and spark lasting good. Large and small foundations, nonprofits, government agencies and corporations are dramatically shortening their grant cycles and making more strategic decisions with Fluxx. Until there is no further need for philanthropy, we will continue to expand our mission-critical solutions to drive real change. • Built Customer Success program from scratch, including but not limited to hiring, developing internal and cross-team collaboration systems and processes, identifying and addressing client pain points, and maximizing Totango platform usage for metrics, 1:many campaigns, and engagement tracking. Responsible for over $6.2m ARR, including personal portfolio of $709k ARR/20 logos. Initially, managed $4.5m+ ARR/140 logos while building program. • Developed revenue generation program for renewals and upsells. Increased ARR $200k+ and NRR $200k+ in 2017. Overhauled terms on legacy contracts to remove significant downsides with 96% renewal rate. • Empowered peer-to-peer client learning and deeper adoption by promoting online community usage and developing regional user groups program. Administered client online community and was guest speaker at Gainsight Pulse 2017 conference on Customer Intimacy at Scale. Show less
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Enviance | a Cority company
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United States
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Software Development
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1 - 100 Employee
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Director, Customer Success
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Apr 2015 - Sep 2016
Enviance, a leader in cloud-based environmental, health, and safety (EH&S) management software, acquired Remedy Interactive in April 2015. The combined companies provide best-in-class solutions for environmental compliance and operational risk management. • Managed integration of teams and customers across both companies to embrace and train on breadth of product offering, cross-selling opportunities, and unified systems and processes. Increased team by 25% and evangelized customer… Show more Enviance, a leader in cloud-based environmental, health, and safety (EH&S) management software, acquired Remedy Interactive in April 2015. The combined companies provide best-in-class solutions for environmental compliance and operational risk management. • Managed integration of teams and customers across both companies to embrace and train on breadth of product offering, cross-selling opportunities, and unified systems and processes. Increased team by 25% and evangelized customer success concepts. Developed systems for scalability to handle tech and high touch customers, based on segmentation of augmented customer base. Responsible for over $16m ARR, including personal accounts of over $1.4m ARR. • Developed CSM team skills to take ownership of contract renewal responsibilities. Aligned team to revenue-producing orientation, focused on ARR, upsell opportunities, and contract negotiations. Created processes for information tracking in Salesforce and Gainsight. Show less Enviance, a leader in cloud-based environmental, health, and safety (EH&S) management software, acquired Remedy Interactive in April 2015. The combined companies provide best-in-class solutions for environmental compliance and operational risk management. • Managed integration of teams and customers across both companies to embrace and train on breadth of product offering, cross-selling opportunities, and unified systems and processes. Increased team by 25% and evangelized customer… Show more Enviance, a leader in cloud-based environmental, health, and safety (EH&S) management software, acquired Remedy Interactive in April 2015. The combined companies provide best-in-class solutions for environmental compliance and operational risk management. • Managed integration of teams and customers across both companies to embrace and train on breadth of product offering, cross-selling opportunities, and unified systems and processes. Increased team by 25% and evangelized customer success concepts. Developed systems for scalability to handle tech and high touch customers, based on segmentation of augmented customer base. Responsible for over $16m ARR, including personal accounts of over $1.4m ARR. • Developed CSM team skills to take ownership of contract renewal responsibilities. Aligned team to revenue-producing orientation, focused on ARR, upsell opportunities, and contract negotiations. Created processes for information tracking in Salesforce and Gainsight. Show less
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Remedy Interactive
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United States
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Software Development
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1 - 100 Employee
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Manager, Customer Success
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Oct 2014 - Apr 2015
Remedy Interactive delivers innovative safety software solutions that empower organizations to drive beyond compliance towards healthy and injury-free productive workplaces. Our solutions provide intelligent data analysis to create the insights necessary for achieving highly efficient and impactful safety efforts. Remedy Interactive has received the Best Place to Work in the Bay Area award for multiple years. • Restructured team to be customer-success driven with focus on revenue growth.… Show more Remedy Interactive delivers innovative safety software solutions that empower organizations to drive beyond compliance towards healthy and injury-free productive workplaces. Our solutions provide intelligent data analysis to create the insights necessary for achieving highly efficient and impactful safety efforts. Remedy Interactive has received the Best Place to Work in the Bay Area award for multiple years. • Restructured team to be customer-success driven with focus on revenue growth. Developed tight integration with sales effort to increase renewal rates, cross-selling and up-selling opportunities. Created processes for consulting on success analysis, including benchmarking, metrics reporting, and penetration strategies. • Lead customer adoption of new products, working tightly with product management to shape emerging software for maximum benefit. Focused on developing and promoting solutions of value, ensuring development efforts bring highest gains. Did whatever it took to support new product success, including manual and training development, technical troubleshooting, and design-phase feedback. • Managed over $1m of recurring annual revenue accounts across 6 proprietary platforms. High touch customer list includes eBay, Disney, Genentech, NetApp, Dolby, Grifols, and Northrop Grumman. Delivered superior service with metrics-oriented consulting, resulting in highest level of account growth.
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Account Manager
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2012 - Oct 2014
• Responsible for strategic account management and leadership for Fortune 500 accounts globally. Expertise in crafting solutions and tracking results to support client goals, resulting in 100% renewal rate. Increased account revenue over 20% using cross selling and up selling techniques. Collaborated with C-level on global client expanding initiatives. Driven to deliver high customer satisfaction and quality software systems. • Supported a suite of software products requiring project… Show more • Responsible for strategic account management and leadership for Fortune 500 accounts globally. Expertise in crafting solutions and tracking results to support client goals, resulting in 100% renewal rate. Increased account revenue over 20% using cross selling and up selling techniques. Collaborated with C-level on global client expanding initiatives. Driven to deliver high customer satisfaction and quality software systems. • Supported a suite of software products requiring project management and technical skills for customized implementations. Active in customer feedback loop to drive product innovation. Spearheaded successful effort to provide depth of reporting, surpassing client expectations.
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Ross Valley School District
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United States
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Primary and Secondary Education
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1 - 100 Employee
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Outsourced Service Director
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2008 - 2012
Public school district servicing over 2,000 students in K-8 grades on five school campuses • Management and implementation of district outsourced service program. Responsible for vendor sourcing, daily operations, product development, customer service, and profit and loss related to subcontractor. • Spearheaded initial restructuring strategy and vendor search including product analysis, pricing models, and feedback integration. Resulted in year-end average sales increase of 72% over… Show more Public school district servicing over 2,000 students in K-8 grades on five school campuses • Management and implementation of district outsourced service program. Responsible for vendor sourcing, daily operations, product development, customer service, and profit and loss related to subcontractor. • Spearheaded initial restructuring strategy and vendor search including product analysis, pricing models, and feedback integration. Resulted in year-end average sales increase of 72% over previous year. Show less Public school district servicing over 2,000 students in K-8 grades on five school campuses • Management and implementation of district outsourced service program. Responsible for vendor sourcing, daily operations, product development, customer service, and profit and loss related to subcontractor. • Spearheaded initial restructuring strategy and vendor search including product analysis, pricing models, and feedback integration. Resulted in year-end average sales increase of 72% over… Show more Public school district servicing over 2,000 students in K-8 grades on five school campuses • Management and implementation of district outsourced service program. Responsible for vendor sourcing, daily operations, product development, customer service, and profit and loss related to subcontractor. • Spearheaded initial restructuring strategy and vendor search including product analysis, pricing models, and feedback integration. Resulted in year-end average sales increase of 72% over previous year. Show less
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Ross Valley Mortgage
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San Anselmo, CA
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Loan Officer
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2003 - 2008
Mortgage brokerage firm specializing in residential and commercial loans • Promoted tailored loan products to client base in primarily residential market. Structured loans to meet client needs and maximize profitability. • Managed loan process from submission to close of escrow. Responsible for all coordination between client, lender, and escrow; documentation retrieval and preparation; and troubleshooting. Annual loan volume exceeded $10.5 million. Mortgage brokerage firm specializing in residential and commercial loans • Promoted tailored loan products to client base in primarily residential market. Structured loans to meet client needs and maximize profitability. • Managed loan process from submission to close of escrow. Responsible for all coordination between client, lender, and escrow; documentation retrieval and preparation; and troubleshooting. Annual loan volume exceeded $10.5 million.
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VP Client Services
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1999 - 2000
Global Software-as-a-Service provider offering enterprise solutions in online community • Supervised bi-coastal team of account managers handling over 200 clients. Team supported up to 4 proprietary platforms and multiple third-party products. Directed all team quarterly goals, budgets, staffing, and structure. • Strategized on company direction in competitive online interaction-enabling market, providing hands-on market knowledge, client feedback, and Internet experience. •… Show more Global Software-as-a-Service provider offering enterprise solutions in online community • Supervised bi-coastal team of account managers handling over 200 clients. Team supported up to 4 proprietary platforms and multiple third-party products. Directed all team quarterly goals, budgets, staffing, and structure. • Strategized on company direction in competitive online interaction-enabling market, providing hands-on market knowledge, client feedback, and Internet experience. • Collaborated in pre-merger due diligence and opportunity assessment. Resolved post-merger issues of team integration, bi-coastal communication, and training.
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Director of Client Services
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1997 - 1999
Global Software-as-a-Service provider offering enterprise solutions in online community • Reinvented team from pure cost center to revenue generating department by developing multiple revenue streams: consulting services, moderation services, and tech support. Focused team on upselling opportunities, time tracking and contract renewals in addition to delivering client satisfaction. • Managed up to 30 client relationships simultaneously, acting as backup for entire client list when… Show more Global Software-as-a-Service provider offering enterprise solutions in online community • Reinvented team from pure cost center to revenue generating department by developing multiple revenue streams: consulting services, moderation services, and tech support. Focused team on upselling opportunities, time tracking and contract renewals in addition to delivering client satisfaction. • Managed up to 30 client relationships simultaneously, acting as backup for entire client list when necessary. Provided technical and project management support to client for site implementation. Success measured against client goals and increased revenue.
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AOL
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United States
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Software Development
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700 & Above Employee
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Account Executive
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1995 - 1997
Global Network Navigator division - online destination for content, e-commerce and navigation • Managed vendor relations of electronic commerce site including contract negotiations, billing, revenue tracking, and special promotions for 20 vendors. Oversaw complicated site overhaul, involving coordination of internal and contracted staff and enhancement of site design. • Initiated and managed project to implement company-wide programming tracking database system. Project involved… Show more Global Network Navigator division - online destination for content, e-commerce and navigation • Managed vendor relations of electronic commerce site including contract negotiations, billing, revenue tracking, and special promotions for 20 vendors. Oversaw complicated site overhaul, involving coordination of internal and contracted staff and enhancement of site design. • Initiated and managed project to implement company-wide programming tracking database system. Project involved defining work process throughout the company, designing system layout, negotiating with hardware and software suppliers, and integrating system with America Online corporate network. Show less Global Network Navigator division - online destination for content, e-commerce and navigation • Managed vendor relations of electronic commerce site including contract negotiations, billing, revenue tracking, and special promotions for 20 vendors. Oversaw complicated site overhaul, involving coordination of internal and contracted staff and enhancement of site design. • Initiated and managed project to implement company-wide programming tracking database system. Project involved… Show more Global Network Navigator division - online destination for content, e-commerce and navigation • Managed vendor relations of electronic commerce site including contract negotiations, billing, revenue tracking, and special promotions for 20 vendors. Oversaw complicated site overhaul, involving coordination of internal and contracted staff and enhancement of site design. • Initiated and managed project to implement company-wide programming tracking database system. Project involved defining work process throughout the company, designing system layout, negotiating with hardware and software suppliers, and integrating system with America Online corporate network. Show less
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MT Sobek
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United States
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Travel Arrangements
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1 - 100 Employee
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Sales and Pacific Operations
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1990 - 1995
Adventure travel company delivering premium travel experiences • Projected and actualized Pacific region sales and profit goals, resulting in an increase of 75% passenger volume. • Forecasted and achieved annual sales goals, resulting in an average of $25,000 sales revenue per week. Awarded Salesperson of the Year in 1991 and 1992. • Promoted adventure travel concept to travel organizations and consumers through presentations, travel shows and conferences. Keynote speaker at… Show more Adventure travel company delivering premium travel experiences • Projected and actualized Pacific region sales and profit goals, resulting in an increase of 75% passenger volume. • Forecasted and achieved annual sales goals, resulting in an average of $25,000 sales revenue per week. Awarded Salesperson of the Year in 1991 and 1992. • Promoted adventure travel concept to travel organizations and consumers through presentations, travel shows and conferences. Keynote speaker at Pacific Asia Travel Association conference on eco-tourism (January 1995). Show less Adventure travel company delivering premium travel experiences • Projected and actualized Pacific region sales and profit goals, resulting in an increase of 75% passenger volume. • Forecasted and achieved annual sales goals, resulting in an average of $25,000 sales revenue per week. Awarded Salesperson of the Year in 1991 and 1992. • Promoted adventure travel concept to travel organizations and consumers through presentations, travel shows and conferences. Keynote speaker at… Show more Adventure travel company delivering premium travel experiences • Projected and actualized Pacific region sales and profit goals, resulting in an increase of 75% passenger volume. • Forecasted and achieved annual sales goals, resulting in an average of $25,000 sales revenue per week. Awarded Salesperson of the Year in 1991 and 1992. • Promoted adventure travel concept to travel organizations and consumers through presentations, travel shows and conferences. Keynote speaker at Pacific Asia Travel Association conference on eco-tourism (January 1995). Show less
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Education
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Hamilton College
BA, French, Economics
Community
