Ben Terrill
Senior Director, Customer Success at Brex- Claim this Profile
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Bio
Ashley McNeill
I have worked for and alongside Ben over the past 4 years and count myself truly fortunate to have had the opportunity to work with him. During my time working with Ben at Mobify, he transitioned our team from an custom implementations-focused launch team to a customer success-centric SaaS enterprise business. Ben has an uncanny ability to couple a deep understanding of the ecommerce retail space with a genuine passion for seeing his customers succeed. As a retailer in this frenetic omnichannel landscape, Ben is someone you want in your corner. As a leader, Ben is committed to the growth of his team, and I benefited immensely from his mentorship and guidance. He is an empathetic people manager. Coupled with his business acumen, Ben is a force to be reckoned with. I would jump at an opportunity to work with him again.
Vik Kambli
Ben’s easily among the most empathetic and customer-focused executives I’ve encountered. After a successful exit from my previous startup, I was seeking my next project and entertained a number of opportunities across Canada and the US. It was Ben’s emphasis on partnership, transparent communication style, and high-level of personal and professional integrity that convinced me to join the leadership team at Mobify. What sets Ben apart is his service-driven mindset for his clients, both internal and external. He does not cower from difficult conversations and always has the intention of delivering the best possible outcome for the company and its customers. For those reasons, it’s no surprise that he is a trusted advisor to many eComm and retail executives across North America. Ben also brings an openness to new ideas that’s refreshing and was likely a key reason for Mobify’s success in growing from a small, Vancouver-based start-up, to a global leader in mobile commerce. Ben’s also got a knack for working productively with difficult personalities and situations that is hard to find elsewhere. It’s another reason Mobify was able to grow as rapidly as it did. On a personal level Ben is kind, genuine and completely trustworthy. Any organization he decides to join is beyond lucky to have him.
Ashley McNeill
I have worked for and alongside Ben over the past 4 years and count myself truly fortunate to have had the opportunity to work with him. During my time working with Ben at Mobify, he transitioned our team from an custom implementations-focused launch team to a customer success-centric SaaS enterprise business. Ben has an uncanny ability to couple a deep understanding of the ecommerce retail space with a genuine passion for seeing his customers succeed. As a retailer in this frenetic omnichannel landscape, Ben is someone you want in your corner. As a leader, Ben is committed to the growth of his team, and I benefited immensely from his mentorship and guidance. He is an empathetic people manager. Coupled with his business acumen, Ben is a force to be reckoned with. I would jump at an opportunity to work with him again.
Vik Kambli
Ben’s easily among the most empathetic and customer-focused executives I’ve encountered. After a successful exit from my previous startup, I was seeking my next project and entertained a number of opportunities across Canada and the US. It was Ben’s emphasis on partnership, transparent communication style, and high-level of personal and professional integrity that convinced me to join the leadership team at Mobify. What sets Ben apart is his service-driven mindset for his clients, both internal and external. He does not cower from difficult conversations and always has the intention of delivering the best possible outcome for the company and its customers. For those reasons, it’s no surprise that he is a trusted advisor to many eComm and retail executives across North America. Ben also brings an openness to new ideas that’s refreshing and was likely a key reason for Mobify’s success in growing from a small, Vancouver-based start-up, to a global leader in mobile commerce. Ben’s also got a knack for working productively with difficult personalities and situations that is hard to find elsewhere. It’s another reason Mobify was able to grow as rapidly as it did. On a personal level Ben is kind, genuine and completely trustworthy. Any organization he decides to join is beyond lucky to have him.
Ashley McNeill
I have worked for and alongside Ben over the past 4 years and count myself truly fortunate to have had the opportunity to work with him. During my time working with Ben at Mobify, he transitioned our team from an custom implementations-focused launch team to a customer success-centric SaaS enterprise business. Ben has an uncanny ability to couple a deep understanding of the ecommerce retail space with a genuine passion for seeing his customers succeed. As a retailer in this frenetic omnichannel landscape, Ben is someone you want in your corner. As a leader, Ben is committed to the growth of his team, and I benefited immensely from his mentorship and guidance. He is an empathetic people manager. Coupled with his business acumen, Ben is a force to be reckoned with. I would jump at an opportunity to work with him again.
Vik Kambli
Ben’s easily among the most empathetic and customer-focused executives I’ve encountered. After a successful exit from my previous startup, I was seeking my next project and entertained a number of opportunities across Canada and the US. It was Ben’s emphasis on partnership, transparent communication style, and high-level of personal and professional integrity that convinced me to join the leadership team at Mobify. What sets Ben apart is his service-driven mindset for his clients, both internal and external. He does not cower from difficult conversations and always has the intention of delivering the best possible outcome for the company and its customers. For those reasons, it’s no surprise that he is a trusted advisor to many eComm and retail executives across North America. Ben also brings an openness to new ideas that’s refreshing and was likely a key reason for Mobify’s success in growing from a small, Vancouver-based start-up, to a global leader in mobile commerce. Ben’s also got a knack for working productively with difficult personalities and situations that is hard to find elsewhere. It’s another reason Mobify was able to grow as rapidly as it did. On a personal level Ben is kind, genuine and completely trustworthy. Any organization he decides to join is beyond lucky to have him.
Ashley McNeill
I have worked for and alongside Ben over the past 4 years and count myself truly fortunate to have had the opportunity to work with him. During my time working with Ben at Mobify, he transitioned our team from an custom implementations-focused launch team to a customer success-centric SaaS enterprise business. Ben has an uncanny ability to couple a deep understanding of the ecommerce retail space with a genuine passion for seeing his customers succeed. As a retailer in this frenetic omnichannel landscape, Ben is someone you want in your corner. As a leader, Ben is committed to the growth of his team, and I benefited immensely from his mentorship and guidance. He is an empathetic people manager. Coupled with his business acumen, Ben is a force to be reckoned with. I would jump at an opportunity to work with him again.
Vik Kambli
Ben’s easily among the most empathetic and customer-focused executives I’ve encountered. After a successful exit from my previous startup, I was seeking my next project and entertained a number of opportunities across Canada and the US. It was Ben’s emphasis on partnership, transparent communication style, and high-level of personal and professional integrity that convinced me to join the leadership team at Mobify. What sets Ben apart is his service-driven mindset for his clients, both internal and external. He does not cower from difficult conversations and always has the intention of delivering the best possible outcome for the company and its customers. For those reasons, it’s no surprise that he is a trusted advisor to many eComm and retail executives across North America. Ben also brings an openness to new ideas that’s refreshing and was likely a key reason for Mobify’s success in growing from a small, Vancouver-based start-up, to a global leader in mobile commerce. Ben’s also got a knack for working productively with difficult personalities and situations that is hard to find elsewhere. It’s another reason Mobify was able to grow as rapidly as it did. On a personal level Ben is kind, genuine and completely trustworthy. Any organization he decides to join is beyond lucky to have him.
Credentials
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Managing for Impact Certification Course (M1 v2)
Winning by DesignOct, 2022- Sep, 2024 -
SIE
FINRANov, 2019- Sep, 2024
Experience
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Brex
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United States
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Financial Services
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700 & Above Employee
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Senior Director, Customer Success
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Jul 2022 - Present
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Director, Customer Success & Priority Support
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Apr 2022 - Sep 2022
• Leading the establishment of Customer Success at Brex • Determined systems strategy, CSM automation • Developed and implemented team KPIs and CSM scorecards
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Director, Priority Support
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Mar 2021 - Apr 2022
As Director, Priority Support, I helped build out and manage Brex's Priority Support team who is responsible for providing support to Brex's top customers. During this time I: • Grew team headcount from zero to 25 • Established Brex's developer support program • Led the procurement, implementation and roll-out of new vendors to support several new support channels • Achieved industry-best CSAT and SLA results
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Director, Customer Experience
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Mar 2019 - Mar 2021
I joined Brex to build out our Customer Experience function in Canada. During my time in this role I: • Led the establishment of Brex Vancouver, our first international office, helping grow the office from zero to over 50 staff in 2 years • Built out and lead The Customer Experience Operations team • Built out and lead The Onboarding Concierge team • Led the procurement, implementation and roll-out of new customer messaging platform • Led the procurement, implementation and… Show more I joined Brex to build out our Customer Experience function in Canada. During my time in this role I: • Led the establishment of Brex Vancouver, our first international office, helping grow the office from zero to over 50 staff in 2 years • Built out and lead The Customer Experience Operations team • Built out and lead The Onboarding Concierge team • Led the procurement, implementation and roll-out of new customer messaging platform • Led the procurement, implementation and roll-out of new support chatbot • Led the procurement, implementation and roll-out of new agent enhancement platform
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Finn AI
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Canada
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Software Development
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1 - 100 Employee
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Vice President, Customer Success
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Mar 2017 - Mar 2019
Finn AI is a white-label virtual banking assistant, powered by artificial intelligence. Finn AI puts a ‘personal banker’ in every customer's pocket, helping them to manage their money wherever they are, whatever they need via a simple, natural conversation. At Finn AI, I led Customer Success. My team of project managers, engineers, designers, strategists and customer success managers were responsible for onboarding and delivering a path to value for the global portfolio of customers on… Show more Finn AI is a white-label virtual banking assistant, powered by artificial intelligence. Finn AI puts a ‘personal banker’ in every customer's pocket, helping them to manage their money wherever they are, whatever they need via a simple, natural conversation. At Finn AI, I led Customer Success. My team of project managers, engineers, designers, strategists and customer success managers were responsible for onboarding and delivering a path to value for the global portfolio of customers on our platform. During this time I: • Grew team headcount from zero to 15 • Established customer onboarding methodology for the Finn AI platform • Established customer success function • Defined service level agreements • Defined customer engagement model • Owned upsell and cross sell activities across all of Finn AI’s customers • Negotiated enterprise contracts for all of Finn AI’s customers • Assisted in obtaining SOC 2 Type 1 and 2 certifications Show less Finn AI is a white-label virtual banking assistant, powered by artificial intelligence. Finn AI puts a ‘personal banker’ in every customer's pocket, helping them to manage their money wherever they are, whatever they need via a simple, natural conversation. At Finn AI, I led Customer Success. My team of project managers, engineers, designers, strategists and customer success managers were responsible for onboarding and delivering a path to value for the global portfolio of customers on… Show more Finn AI is a white-label virtual banking assistant, powered by artificial intelligence. Finn AI puts a ‘personal banker’ in every customer's pocket, helping them to manage their money wherever they are, whatever they need via a simple, natural conversation. At Finn AI, I led Customer Success. My team of project managers, engineers, designers, strategists and customer success managers were responsible for onboarding and delivering a path to value for the global portfolio of customers on our platform. During this time I: • Grew team headcount from zero to 15 • Established customer onboarding methodology for the Finn AI platform • Established customer success function • Defined service level agreements • Defined customer engagement model • Owned upsell and cross sell activities across all of Finn AI’s customers • Negotiated enterprise contracts for all of Finn AI’s customers • Assisted in obtaining SOC 2 Type 1 and 2 certifications Show less
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Mobify, A Salesforce Company
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Canada
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Technology, Information and Internet
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1 - 100 Employee
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Global Vice President, Customer Success
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Feb 2016 - Mar 2017
Oversaw the establishment of global CSM practice with CSM teams in the Reading, English and Chicago.
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Vice President, Customer Success
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Apr 2013 - Feb 2016
My role was a combination of strategic leadership, tactical support and mentoring that allowed me to play an important role in many aspect of Mobify's business: • My team of 45 was responsible for on-boarding, training and retention of Mobify’s customers globally. We had over 100 customers including Lululemon, British Telecom and Bosch Siemens • I oversaw the support and training of Mobify’s partner network • I was actively involved in all sales cycles: pitching new prospects and… Show more My role was a combination of strategic leadership, tactical support and mentoring that allowed me to play an important role in many aspect of Mobify's business: • My team of 45 was responsible for on-boarding, training and retention of Mobify’s customers globally. We had over 100 customers including Lululemon, British Telecom and Bosch Siemens • I oversaw the support and training of Mobify’s partner network • I was actively involved in all sales cycles: pitching new prospects and leading or supporting the scoping, delivery and negotiation of new project work.
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Director, Customer Success
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Jun 2012 - Apr 2013
• Established Customer Success function at Mobify • Defined and reported on retention metrics and account health • Rolled out Gainsight • Transitioned client services team to customer success and established CSM role
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Director, Client Services
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Jun 2011 - Jun 2012
• Scaled client services team from 4 to 20 • Established services business at Mobify responsible for over $6MM in annual revenue with better-than-average margins. • Established Mobify delivery framework • Onboarded over 100 eCommerce clients onto the Mobfiy platform
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Kiwi Collection
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Canada
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Hospitality
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1 - 100 Employee
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Product Manager
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Jun 2010 - Jun 2011
• Business owner of product roadmap and backlog for eCommerce channel • Grew online conversion rate by 60% over one year period • Business owner of product roadmap and backlog for eCommerce channel • Grew online conversion rate by 60% over one year period
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Blast Radius
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United States
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Advertising Services
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1 - 100 Employee
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Technical Experience Director
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Apr 2010 - Jun 2010
One of a team of five senior front-end technical advisors for a team of 26 at Vancouver office.
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Senior Interface Developer
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Aug 2006 - Mar 2010
Senior front-end technical resource for a number of Global Brands including Starbucks, Procter & Gamble, Palm and Electronic Arts.
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Education
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2015 - 2017
Cornell University
Master of Business Administration (M.B.A.), Executive MBA - Americas -
2015 - 2017
Queen's University
Master of Business Administration (M.B.A.), Executive MBA - Americas -
2006 - 2008
Royal Roads University
BComm, Entrepreneurial Management -
1997 - 1999
Camosun College
Diploma, Applied Communication
Community
