Marc Sason, MBA, PMP

Customer Success Growth Coach at Catalyst Software
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Contact Information
us****@****om
(386) 825-5501
Location
San Francisco Bay Area
Skills

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Michael Evans

Marc and I collaborated often on launching partners on the Side platform. He managed the launch process, which included setting up the websites, which I helped with. He was great at setting me up for success by setting his partners expectations, making sure I had everything I need to get the ball rolling and working with me preemptively to find solutions to make everyone as happy as possible. His forethought and professional yet friendly way of guiding his teams was a big part of his success from my point of view. He is a wizard at getting customers what they need while staying true to business goals. Any team he is on will be better for it!

Lisa Gorewit-Decker

Marc is amazing at what be does! I don’t even need to say more!

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Credentials

  • Certification in Project Management
    Rutgers University
    Oct, 2020
    - Nov, 2024
  • Gainsight Customer Success Management 101
    Gainsight
    Oct, 2018
    - Nov, 2024
  • Gainsight Customer Success Management 201
    Gainsight
    Oct, 2018
    - Nov, 2024
  • Gainsight Customer Success Management 301
    Gainsight
    Oct, 2018
    - Nov, 2024
  • Gamification
    Coursera
    Oct, 2012
    - Nov, 2024

Experience

  • Catalyst Software
    • United States
    • Software Development
    • 100 - 200 Employee
    • Customer Success Growth Coach
      • Sep 2023 - Present

      Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

  • 15Five
    • United States
    • Software Development
    • 100 - 200 Employee
    • Senior Customer Success Manager
      • Aug 2022 - Present

      • Customer Success Manager for 70 enterprise accounts for HR software company, comprising $3.5M in ARR. • 95% NPS scores from customers. • 90%+ customer retention quarterly. • Collaborated with sales, marketing, product management, implementation, customer support and leadership to ensure successful long-term relationships, retention, upsells, cross-sells, and customer advocacy opportunities. • Customer Success Manager for 70 enterprise accounts for HR software company, comprising $3.5M in ARR. • 95% NPS scores from customers. • 90%+ customer retention quarterly. • Collaborated with sales, marketing, product management, implementation, customer support and leadership to ensure successful long-term relationships, retention, upsells, cross-sells, and customer advocacy opportunities.

  • California State University - East Bay
    • United States
    • Higher Education
    • 700 & Above Employee
    • Advisory Council, CX Program
      • Jul 2021 - Present

      California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline. California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline.

  • Tenbound
    • United States
    • Research Services
    • 1 - 100 Employee
    • Customer Success Consultant (part time, project-based)
      • 2016 - Present

      • Project-based consulting for small-business clients looking to establish their Sales Development and Customer Success teams (either internally or outsourced). • Project-based consulting for small-business clients looking to establish their Sales Development and Customer Success teams (either internally or outsourced).

  • LUFT
    • United States
    • Business Consulting and Services
    • 1 - 100 Employee
    • Customer Success and Targeted Marketing Consultant (part time, project-based)
      • 2015 - Present

      Project-based consulting for clients looking to outsource support/success teams overseas, as well as Customer Experience Marketing strategies to drive new business in new emerging markets and countries. Project-based consulting for clients looking to outsource support/success teams overseas, as well as Customer Experience Marketing strategies to drive new business in new emerging markets and countries.

  • Side
    • United States
    • Real Estate
    • 200 - 300 Employee
    • Senior Launch Project Manager
      • Feb 2020 - Aug 2022

      • Onboarded 20+ new customers for real estate brokerage technology company simultaneously, comprising $5M in ARR. • Improved implementation timeline 100% within one year by creating an implementation playbook, customer email templates, and Implementation Manager onboarding/mentorship program. • 98% post-implementation NPS scores from customers. • Onboarded 20+ new customers for real estate brokerage technology company simultaneously, comprising $5M in ARR. • Improved implementation timeline 100% within one year by creating an implementation playbook, customer email templates, and Implementation Manager onboarding/mentorship program. • 98% post-implementation NPS scores from customers.

  • CoSo Cloud, LLC
    • United States
    • E-Learning Providers
    • 1 - 100 Employee
    • Customer Success Manager
      • 2016 - 2020

      • Account manager for over 30 strategic US Government agencies using Adobe Connect training software in a FEDRAMP managed services environment. • 135% of quota for upsells and customer renewals year over year. • Managed $5 Million in ARR, increased adoption, upsell/cross-sell opportunities, and yearly contract renewals. • HSPD12-approved. • Account manager for over 30 strategic US Government agencies using Adobe Connect training software in a FEDRAMP managed services environment. • 135% of quota for upsells and customer renewals year over year. • Managed $5 Million in ARR, increased adoption, upsell/cross-sell opportunities, and yearly contract renewals. • HSPD12-approved.

  • Upwork
    • United States
    • Software Development
    • 700 & Above Employee
    • Engagement Manager
      • 2015 - 2016

      • Designed, implemented, and managed complex contingent-worker staffing programs for 20 high profile Enterprise-sized global accounts. • 20% growth in GSV (Gross Service Value) quarter-over-quarter, average GSV exceeded $300K per month. • Worked cross-functionally with Sales, Solutions, Compliance, Legal, Marketing, and Recruiting teams to ensure client success, increased adoption, and guaranteed yearly contract renewals. • Designed, implemented, and managed complex contingent-worker staffing programs for 20 high profile Enterprise-sized global accounts. • 20% growth in GSV (Gross Service Value) quarter-over-quarter, average GSV exceeded $300K per month. • Worked cross-functionally with Sales, Solutions, Compliance, Legal, Marketing, and Recruiting teams to ensure client success, increased adoption, and guaranteed yearly contract renewals.

  • Sitecore
    • United States
    • Software Development
    • 700 & Above Employee
    • Customer Success Manager
      • 2014 - 2015

      • First Customer Success Manager hired for U.S. operations, spearheaded the creation and establishment of Customer Success processes, training documentation, Key Performance Indicators, and SLAs. • 98% customer retention rate quarter-over-quarter while managing 900 clients in the United States and Canada in all aspects of Customer Relationship Management software and Digital Marketing initiatives. • Cultivated over $450,000 in up-sell opportunities with the existing customer base each quarter. • Recognized for top two up-sell growth globally amongst CSMs in FY15 (resulting in $150,000 new revenue for Q4). Show less

  • chrisad
    • Advertising Services
    • 1 - 100 Employee
    • Account Manager
      • 2013 - 2014

      • Managed 250 key accounts in U.S., with a total monthly recurring revenue of $750,000. • 122% up-sell average over a 3-month rolling period. • Strategic partner for all direct and online marketing campaigns, optimizing internal processes, enhancing branding and signage/logos, and conducting staff trainings. • Collaborated with Leadership to enhance products, processes, and overall customer experience. • Managed 250 key accounts in U.S., with a total monthly recurring revenue of $750,000. • 122% up-sell average over a 3-month rolling period. • Strategic partner for all direct and online marketing campaigns, optimizing internal processes, enhancing branding and signage/logos, and conducting staff trainings. • Collaborated with Leadership to enhance products, processes, and overall customer experience.

  • Demandforce
    • United States
    • Software Development
    • 1 - 100 Employee
    • Senior Customer Success Manager
      • 2012 - 2013

      • Account management for 1,000 SMB Clients (dental and specialty medicine offices throughout the US and Canada), comprising $300,000 in monthly recurring revenue. • Maximized product exposure, provided comprehensive training, and offered expert utilization guidance for marketing/communications products; informed by industry research and client feedback. • 105% success rate, consistently exceeded quarterly team and individual metrics (Net Promoter Score, Account Touches, Percentage of Accounts Renewing Yearly Contract) • 25% reduction in client churn rate quarter-over-quarter, resulting in a Net Promoter Score of 98. • Spearheaded initial interactions with clients/prospects, facilitated new client onboarding, conducted pre-sales research, delivered product functionality training, addressed billing and contract questions, and upsold/cross-sold opportunities. Show less

  • PGi
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Account Development Manager - Enterprise Accounts
      • 2008 - 2012

      • Managed over 250 client accounts (domestic and international), $2 million in monthly recurring revenue. • First contact for client/prospect inquiries, new client onboarding, pre-sales research, product functionality training, billing and contract questions, as well as up-selling/cross-selling opportunities. • 130% of renewal quota in 2011, top rep in Western/Pacific Northwest Region. • Awarded “ADM of the Quarter” for Q1 2012, for onboarding, training, and managing a new global client, billing over $800,000 in monthly recurring revenue. Show less

  • Miller Heiman Group, A Korn Ferry Company
    • United States
    • Professional Training and Coaching
    • 100 - 200 Employee
    • Account Associate - Western Region
      • 2005 - 2008

      • Account Management of over 100 client accounts (domestic and international), comprising over $700,000 of monthly recurring revenue. • First contact for client/prospect inquiries, new client on-boarding, pre-sales research, product functionality training, billing and contract questions, as well as up-selling/cross-selling opportunities. • AchieveGlobal Certified to deliver classroom training modules in Customer Service and Leadership competencies. • Account Management of over 100 client accounts (domestic and international), comprising over $700,000 of monthly recurring revenue. • First contact for client/prospect inquiries, new client on-boarding, pre-sales research, product functionality training, billing and contract questions, as well as up-selling/cross-selling opportunities. • AchieveGlobal Certified to deliver classroom training modules in Customer Service and Leadership competencies.

  • NOVA Group, Inc.
    • Yokohama, Kanagawa, Japan
    • English Conversation Instructor
      • 2004 - 2005

      • Conducted 40 lessons per week with Japanese students seeking to improve English conversational abilities (including general conversation English, business-related English, kindergarten through high school children instruction, and TOEIC/TOEFL-test preparation courses). • Testing of students to gauge improved abilities and suggestions for future paths of study. • Demonstration lessons for prospective students. • Business and Children Instruction Coordinator: Coordinated all children's and business-related class activities for home branch school and secondary satellite school, including preparing monthly teaching materials, and overseeing the completion of semi-annual progress reports to parents and students’ supervisors. In addition, assisted other instructors in training, class preparation and providing suggestions for maximum efficiency. Show less

  • planet U / Transora, Inc. / Alliance Data Systems
    • San Francisco, CA/Chicago, IL
    • Targeted Marketing Services -Client Services Associate / Marketing Coordinator and Analyst
      • 2001 - 2004

      • Account/Project Management (including maintenance, training, and technical support) for clients (Consumer Packaged Goods Manufacturers and Retailers). • Design, implementation, execution, and analysis (PPC, CPI, CPM, CTR) of monthly email marketing campaigns. • Investigated customer inquiries and escalated technical issues. • Account/Project Management (including maintenance, training, and technical support) for clients (Consumer Packaged Goods Manufacturers and Retailers). • Design, implementation, execution, and analysis (PPC, CPI, CPM, CTR) of monthly email marketing campaigns. • Investigated customer inquiries and escalated technical issues.

Education

  • San Francisco State University
    • Master of Business Administration (International Leadership and Management), Leadership/Management
  • San Francisco State University
    • Bachelor of Arts – Liberal Studies, Communications, Language, and Literature
  • College of Marin
    • Associate of Arts - Mass Communications, Mass Communications

Community

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