Christy Culp
Vice President of Customer Experience at Surgimate- Claim this Profile
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Bio
Casey Anderson
Christy is responsible for building the most successful, customer-centric commercial team that I have ever been part of. Christy was my manager for 6 years at Apptentive, from a growth stage startup to successful acquisition. Christy leads by example, and is a tireless leader and advocate for doing what is right for our customers. She has a gift that allows her to glide between high level decision making and technical product minutiae that is second to none. I frankly don't know how she does it. She builds strong teams by allowing colleagues with complimentary skills to shine. She allows each team member to grow individually by recognizing their strengths and encouraging those around her to "take action", all while filling business needs. This creates a team that moves quickly through collaboration, flexibility, and at the same time maximizing each person's contribution to the whole. At my first conference with Apptentive, I was amazed that so many of our customers came up their Customer Success Manager and gave them hugs. And after working with her for some time, I realized that so much of that culture -- one that not only had low churn numbers, but that made real customers so happy -- was created by Christy.
Erina Fischer
Working with Christy the last five years at Apptentive has truly been a gift. We served on the leadership team together, as well as partnered cross-functionally for multiple key initiatives around product marketing, sales and customer success. Adept at deductive reasoning while also highly perceptive, Christy made tackling the big stuff FUN. Christy was instrumental to Apptentive's growth as a leader in the VoC landscape and making the Deloitte Fast 500 Company two years in a row. Yet most importantly, Christy is a clear and strong communicator who cares deeply for her teammates, as well as a powerful example of what it means to be a tolerant leader and true advocate for DEI across an organization. I would work with Christy again in a heartbeat.
Casey Anderson
Christy is responsible for building the most successful, customer-centric commercial team that I have ever been part of. Christy was my manager for 6 years at Apptentive, from a growth stage startup to successful acquisition. Christy leads by example, and is a tireless leader and advocate for doing what is right for our customers. She has a gift that allows her to glide between high level decision making and technical product minutiae that is second to none. I frankly don't know how she does it. She builds strong teams by allowing colleagues with complimentary skills to shine. She allows each team member to grow individually by recognizing their strengths and encouraging those around her to "take action", all while filling business needs. This creates a team that moves quickly through collaboration, flexibility, and at the same time maximizing each person's contribution to the whole. At my first conference with Apptentive, I was amazed that so many of our customers came up their Customer Success Manager and gave them hugs. And after working with her for some time, I realized that so much of that culture -- one that not only had low churn numbers, but that made real customers so happy -- was created by Christy.
Erina Fischer
Working with Christy the last five years at Apptentive has truly been a gift. We served on the leadership team together, as well as partnered cross-functionally for multiple key initiatives around product marketing, sales and customer success. Adept at deductive reasoning while also highly perceptive, Christy made tackling the big stuff FUN. Christy was instrumental to Apptentive's growth as a leader in the VoC landscape and making the Deloitte Fast 500 Company two years in a row. Yet most importantly, Christy is a clear and strong communicator who cares deeply for her teammates, as well as a powerful example of what it means to be a tolerant leader and true advocate for DEI across an organization. I would work with Christy again in a heartbeat.
Casey Anderson
Christy is responsible for building the most successful, customer-centric commercial team that I have ever been part of. Christy was my manager for 6 years at Apptentive, from a growth stage startup to successful acquisition. Christy leads by example, and is a tireless leader and advocate for doing what is right for our customers. She has a gift that allows her to glide between high level decision making and technical product minutiae that is second to none. I frankly don't know how she does it. She builds strong teams by allowing colleagues with complimentary skills to shine. She allows each team member to grow individually by recognizing their strengths and encouraging those around her to "take action", all while filling business needs. This creates a team that moves quickly through collaboration, flexibility, and at the same time maximizing each person's contribution to the whole. At my first conference with Apptentive, I was amazed that so many of our customers came up their Customer Success Manager and gave them hugs. And after working with her for some time, I realized that so much of that culture -- one that not only had low churn numbers, but that made real customers so happy -- was created by Christy.
Erina Fischer
Working with Christy the last five years at Apptentive has truly been a gift. We served on the leadership team together, as well as partnered cross-functionally for multiple key initiatives around product marketing, sales and customer success. Adept at deductive reasoning while also highly perceptive, Christy made tackling the big stuff FUN. Christy was instrumental to Apptentive's growth as a leader in the VoC landscape and making the Deloitte Fast 500 Company two years in a row. Yet most importantly, Christy is a clear and strong communicator who cares deeply for her teammates, as well as a powerful example of what it means to be a tolerant leader and true advocate for DEI across an organization. I would work with Christy again in a heartbeat.
Casey Anderson
Christy is responsible for building the most successful, customer-centric commercial team that I have ever been part of. Christy was my manager for 6 years at Apptentive, from a growth stage startup to successful acquisition. Christy leads by example, and is a tireless leader and advocate for doing what is right for our customers. She has a gift that allows her to glide between high level decision making and technical product minutiae that is second to none. I frankly don't know how she does it. She builds strong teams by allowing colleagues with complimentary skills to shine. She allows each team member to grow individually by recognizing their strengths and encouraging those around her to "take action", all while filling business needs. This creates a team that moves quickly through collaboration, flexibility, and at the same time maximizing each person's contribution to the whole. At my first conference with Apptentive, I was amazed that so many of our customers came up their Customer Success Manager and gave them hugs. And after working with her for some time, I realized that so much of that culture -- one that not only had low churn numbers, but that made real customers so happy -- was created by Christy.
Erina Fischer
Working with Christy the last five years at Apptentive has truly been a gift. We served on the leadership team together, as well as partnered cross-functionally for multiple key initiatives around product marketing, sales and customer success. Adept at deductive reasoning while also highly perceptive, Christy made tackling the big stuff FUN. Christy was instrumental to Apptentive's growth as a leader in the VoC landscape and making the Deloitte Fast 500 Company two years in a row. Yet most importantly, Christy is a clear and strong communicator who cares deeply for her teammates, as well as a powerful example of what it means to be a tolerant leader and true advocate for DEI across an organization. I would work with Christy again in a heartbeat.
Experience
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Surgimate
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United States
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Software Development
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1 - 100 Employee
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Vice President of Customer Experience
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Oct 2023 - Present
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Chief
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Indonesia
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Consumer Services
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1 - 100 Employee
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Member
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Jul 2022 - Present
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Apptentive
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Netherlands
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Software Development
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1 - 100 Employee
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Chief Customer Officer
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Jan 2021 - Apr 2023
Apptentive was acquired by Alchemer in 2023 • Facilitated sale of Apptentive to a KKR-owned company • Orchestrate the incorporation of overlapping processes, systems, and teams post-acquisition • Grew company workforce 8x and annual recurring revenue 30x • Led company through Series B / Series B2 funding rounds • Produced company-wide and cross-team strategies for sales, product, go-to-market, and cash management through collaboration with leaders across organization and… Show more Apptentive was acquired by Alchemer in 2023 • Facilitated sale of Apptentive to a KKR-owned company • Orchestrate the incorporation of overlapping processes, systems, and teams post-acquisition • Grew company workforce 8x and annual recurring revenue 30x • Led company through Series B / Series B2 funding rounds • Produced company-wide and cross-team strategies for sales, product, go-to-market, and cash management through collaboration with leaders across organization and execution of OKRs • Earned Deloitte Technology Fast 500 award for two consecutive years • Hired, developed, and managed (directly and indirectly) Account Executives, Account Managers, Customer Success Managers, Data Analysts, Sales Development Representatives, Solutions Engineers, Support Engineers, and Managers and Directors for all teams • Maintained high employee satisfaction and retention through investment in training and promotion to more senior roles; initial three hires all remained with Apptentive through acquisition • Directed Account Management organization - Produced 60-70% of company’s new revenue annually through upsells and cross-sells - Maximized growth and renewals of high-value deals, with an average deal size of $75k across customer base
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Vice President, Customer Success
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Dec 2018 - Jan 2021
• Developed Data Analysis and Professional Services organization - Launched data analytics offerings, grossing over $350k in annual recurring revenue with 100% renewal rate - Hired, developed, and managed (directly and indirectly) team of data analysts - Leveraged team to produce marketing’s most effective lead-generation campaign • Developed Support organization - Liaised relationship with Product and Engineering to develop product roadmap and engineering backlog … Show more • Developed Data Analysis and Professional Services organization - Launched data analytics offerings, grossing over $350k in annual recurring revenue with 100% renewal rate - Hired, developed, and managed (directly and indirectly) team of data analysts - Leveraged team to produce marketing’s most effective lead-generation campaign • Developed Support organization - Liaised relationship with Product and Engineering to develop product roadmap and engineering backlog - Instituted escalation and ticket management process that aided in maintaining low customer churn
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Senior Director of Customer Success
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Jan 2018 - Dec 2018
• Developed Sales Engineering organization - Designed sales engagement process and technical presentations resulting in a 13% reduction in time-to-close for new business - Established process for managing security audits and documentation during sales process
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Director of Customer Success
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Jul 2014 - Jan 2018
• Developed Customer Success organization - Established high-performing team that acts as trusted advisors on mobile strategy to the world’s largest brands - Designed Customer Success roles to be cross-functional, spanning areas from customer onboarding to technical troubleshooting to preparing and administering business reviews to driving strategic use of Apptentive product
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NetApp
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Resource Program Manager
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Aug 2013 - May 2014
• Worked with NetApp partner companies to find and place high-margin resources at as part of NetApp Residency Program • Drove value proposition of NetApp Residency Program by sourcing high quality, high margin Storage Administrators, Engineers, Consultants, Architects, and Project Managers to diverse customer environments • Formulated creative solutions to meet complex customer technical needs and unique location and duration requirements • Managed Statements of Work, Change Requests… Show more • Worked with NetApp partner companies to find and place high-margin resources at as part of NetApp Residency Program • Drove value proposition of NetApp Residency Program by sourcing high quality, high margin Storage Administrators, Engineers, Consultants, Architects, and Project Managers to diverse customer environments • Formulated creative solutions to meet complex customer technical needs and unique location and duration requirements • Managed Statements of Work, Change Requests, and on-boarding process for new and existing residents
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Sales Operations
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Jun 2010 - Aug 2013
• Managed sales operations for high velocity US Federal Intelligence sales team, ensuring over $425M in sales were properly forecasted, tracked, booked, shipped, and credited over nine fiscal quarters • Administered Sales Evaluation program for US Public Sector organization, converting 179 evaluation orders and booking over $7.1M in revenue last fiscal year and converting 100% of evaluated systems for five straight fiscal quarters • Championed US Public Sector involvement in… Show more • Managed sales operations for high velocity US Federal Intelligence sales team, ensuring over $425M in sales were properly forecasted, tracked, booked, shipped, and credited over nine fiscal quarters • Administered Sales Evaluation program for US Public Sector organization, converting 179 evaluation orders and booking over $7.1M in revenue last fiscal year and converting 100% of evaluated systems for five straight fiscal quarters • Championed US Public Sector involvement in testing and implementation of new sales tools and facilitated training and adoption of systems for peers in Sales Operations and Sales roles • Acted as US Public Sector Data Steward, working with Corporate Office to facilitate complex data migrations between systems and create standardized naming conventions for accounts • Supported marketing team in planning and implementing executive briefings, customer site visits, and large-scale customer and partner events
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Front Desk Manager
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Mar 2010 - May 2010
• Directed Front Desk, Club Level, and Call Center operations and served as Manager on Duty • Worked closely with Sales and Event Planning departments to ensure group and individual guest satisfaction • Trained and developed staff, preparing them for future leadership roles within the company
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Club Level Supervisor
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Jun 2008 - Mar 2010
• Managed operations for a 52-room club level, ensuring excellence in front desk, food and beverage, concierge, and stewarding • Created monthly forecasts and controlled departmental operating costs to maximize revenue and profit • Hired and trained new concierge and stewarding staff, ensuring compliance on all standard operating procedures • Organized internal and external ordering procedures to ensure that all costs were accounted for and correctly appropriated • Managed guest… Show more • Managed operations for a 52-room club level, ensuring excellence in front desk, food and beverage, concierge, and stewarding • Created monthly forecasts and controlled departmental operating costs to maximize revenue and profit • Hired and trained new concierge and stewarding staff, ensuring compliance on all standard operating procedures • Organized internal and external ordering procedures to ensure that all costs were accounted for and correctly appropriated • Managed guest problems and acted as a liaison between line staff, management, and guests
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Concierge/Club Concierge
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Dec 2006 - Jun 2008
• Acted as the primary contact for members, performing all duties of front desk, concierge, and pre-arrival department • Fostered a close working relationship with outside area restaurants, tour companies, and transportation vendors • Maintained a member load of 100 families, pre-calling and planning for each family’s vacation
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Education
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2020 - 2024
Edinburgh Business School, Heriot-Watt University
Master of Business Administration - MBA, Specialization: Strategy -
Michigan State University
Bachelor of Arts (BA), Communication; Cognates in Business and Psychology
Community
