Experience

Therapy Brands

• United States
• Software Development
• 200 - 300 Employee

• Director Customer Experience

  • Nov 2021 - Present

  St Augustine, Florida, United States • Define, create and manage programs for the Customer Success Team related to expertise of the managing of customer relationships, customer engagements and customer programs. • Work with the SVP of Customer Success to create and execute a roadmap for the team and mechanisms to create program efficiencies. Collaborate cross functionally with Team’s directors in formalizing playbooks for both internal processes and operation flows with Sales, Support, Account Management, Marketing, Product and… Show more • Define, create and manage programs for the Customer Success Team related to expertise of the managing of customer relationships, customer engagements and customer programs. • Work with the SVP of Customer Success to create and execute a roadmap for the team and mechanisms to create program efficiencies. Collaborate cross functionally with Team’s directors in formalizing playbooks for both internal processes and operation flows with Sales, Support, Account Management, Marketing, Product and Development and Operations teams. • Drive product adoption of existing and new features/products at scale through the CSM organization. • Create and drive product adoption programs across various customer products by leveraging data such as usage, billing, support to help form these outreach programs. • Analyze NPS data and work with EVP’s to drive plans for improvement. • Lead and coordinate product user groups and communities • Consult in the creation of KPI’s to monitor retention and churn of our customer base. • Create and drive churn detection and risk mitigation programs by leveraging various touchpoints across the customer lifecycle. • Identify knowledge gaps affecting the team’s productivity and our customers’ experience and present plans for resolutions. • Facilitated 30% improvement in first month churn over a 6-month period through enhancements to the onboarding and trial conversion process, equating to a realized $.5 million increase in ARR. Show less