Experience

Cropster

• Austria
• Software Development
• 1 - 100 Employee

• Head of Customer Success

  • Feb 2021 - Present

  ▪ Cropster is a B2B SaaS providing software to the specialty coffee industry for production and quality assurance▪ As Head of CS, I oversee our CS ops, customer segmentation, retention and manage our 3 CSMs and 2 part time regional CSMs o Built the CS team from within the sales and account management team, implementing hubspot ticketing, customer service workflows, customer segmentation and health monitoring o Achieved positive net revenue retention and a .27% average monthly revenue churn rate post trial. o Implementing external customer health scoring software and planning expansion of the CS team to include new products and customer segments.▪ Work below our CEO and cross-functionally with Product Managers, Sales, Accounts Payable, Support and Marketing to align and share customer feedback and metrics to support product driven growth.▪ Instilling a customer-obsessed culture with a strong emphasis on High/Low/Tech Touch customer service based on Appropriate Experience. Show less

• Sales Manager

  • Dec 2017 - Feb 2021

  ▪Lead a team of 6 sales people as part of a global sales organization of 13 people, tracking the sales funnel and renewals.▪ Implemented customer.io to improve our customer onboarding experience in 4 languages.▪ Designed and implemented two customer price increases, collaborating with PMs and Head of Sales o The first was a repackage to better fit customer segments after significant product growth and a simple percentage price increase. o The second increase was in 2019 and 2020 and moved our customers from package based pricing to usage and volume based pricing.▪ Built internal tool for collecting customer feedback, customer retention efforts and customer segmentation Show less

• Regional Sales Manager

  • Jan 2016 - Dec 2017

  ▪ Built and coached sales team for the eastern hemisphere and Australasia as Regional Sales Manager o Separated our support team into a new department and coached new hires to take operational control; improving ticket response and bug resolution times.

• Sales and Support

  • Apr 2014 - Jan 2016

  - Attended trade shows and hosting regional events with manager, entering leads into our CRM and maintaining an organized followup schedule. - Created customer facing manuals, youtube videos, slide shows and organized our helpdesk to improve customer success.- Standardized emails and phone scripts for the sales and customer onboarding process.- Coordinated with HQ in Austria while building a specific sales strategy for our markets.- Created a format to capture and provide feedback on our product while using market knowledge to set priority for changes to the software’s user interface.- Trained customers how to use the application and sent subsidizing material to reduce sales cycle timeline. Show less

• Intern

  • Jan 2014 - Apr 2014

  As the first native English speaker at Cropster, I worked directly with the company’s founders to reword their copy to increase sales and market penetration.Completed assigned tasks including: building essential hardware, correcting grammar on website and creating educational materials for Cropster users.