Customer Success Vice President

KEVIN MAUFER

Atlanta, Georgia ***********@*****.*** LinkedIn Profile meetcxservices.com 678-***-**** Dedicated leader with 15+ years of customer success experience in multi-million dollar portfolios. Helping companies build a professional Customer Success team and practice to deliver a quality experience and outcomes for customers, drive adoption(+7%), increase retention (+5%),and grow revenue(+10%) to valuation. PROFESSIONAL EXPERIENCE

CX SERVICES, ATLANTA, GEORGIA

Customer Experience Consultant Feb 2022-Present

● Fractional Executive, Strategic Enterprise CS, CX Consultant

● Helping companies build a sustainable and profitable Customer Success Practice to deliver quality outcomes for customers, and revenue retention and growth. Reputation, Inc., San Ramon, California

Vice President of Customer Success (Contract) October 2023-June 2024

● Team Development: Created and executed comp plans, role definitions and career path improving retention by 20%

● Customer Engagement: Established best practices, milestone discussions, feedback matrix, retention efforts to improved NRR and GRR by 5+% Q/Q

● Retention & Health: Established dashboards to monitor NRR, GRR, health rating and churn risk Vivian Health, Inc., San Francisco, California

Vice President of Customer Success May 2022-June 2023

● Developed customer success playbook to enable CS team to engage clients and grow revenue

● Developed CX quality strategies to increase engagement and conversion rates by 25%

● Developed and executed team compensation and objectives to increase revenue by 10% Q/Q.

● Built out CS team career growth path, roles, job descriptions; grew team by 75% IFS, Inc., Chicago, Illinois

Vice President of Customer Excellence February 2021-April 2022

● Drove process improvement and alignment across multiple global regions and marketing sectors.

● Executed seamless on-boarding experience with increased adoption, satisfaction, and retention.

● Led dedicated CS teams on M&A due-diligence and post-acquisition projects.

● Developed and led cross-functional teams to build a dedicated Center of Excellence. ZINIER, INC., San Mateo, California

Senior Director of Global Customer Success October 2019-January 2021

● Created processes to ensure clear visibility into customer health, adoption and value

● Streamlined on-boarding and implementation procedures that improved time to market by 56%.

● Developed critical touch points and training engagements to improve user adoption by 65% within the first 45 days of launch, and ensured 90+% retention. USER TESTING, INC., San Francisco, California

Senior Manager Customer Success May 2018-September 2019

● Enabled and empowered CS team to deliver value to customers and drive 75% adoption.

● Oversaw customer health processes and metrics; drove gross retention from sub-80% to 90%.

● Created playbooks for customer scenarios/needs to ensure effective and actionable follow-up. SERVICEMAX, INC., Pleasanton, California

Director of Customer Success May 2015-April 2018

● Developed a customer success management team that ensured 90% retention rate.

● Led U.S.-based CS team in identifying growth opportunities in revenue, product adoption, and value.

● Fostered and grew multiple accounts and implementations to renewal, valued at $35M ARR.

● Drove QoQ adoption with over 80% license deployment and 30% field usage growth. SERVICELIVE, INC., Chicago, Illinois

Senior Program Manager May 2013-April 2015

● Managed expectations, and delivered effective communication with transparency and data integrity.

● Formulated enhanced executive level dashboards and scorecards.

● Developed and executed customer communications strategy ADDITIONAL EXPERIENCE

● ALLCONNECT, INC., Atlanta, Georgia, Senior Marketing Account Manager, 2008-2013

● MINISTRY VENTURES, INC., Roswell, Georgia, Director of Ministry Development, 2005-2008.

● FOODBUY,LLC, Atlanta, Georgia, Client Services and Project Management, 2001-2005.

● DERIVION, INC., Atlanta, Georgia, Senior Manager, Client Services, 2000-2001.

● EDAFLOW CORPORATION, Atlanta, Georgia, Director, Client Services, 1999-2000.

● MCI WORLDCOM, Washington, D.C., Corporate Recruiter and Asst. Program Director, 1996-1999

● THE ONE SOURCE GROUP, Centreville, Virginia, Director, Therapy Services, 1994-1996.

● NRI STAFFING SERVICES, Rockville, Maryland, Healthcare Recruiter, 1993-1994.

● BRITCHES OF GEORGETOWN, Washington, D.C., General Manager, 1988-1993. SOFTWARE SKILLS

Salesforce, Hubspot, Gainsight, Catalyst, ZenDesk, Jira, Confluence, Tableau, Monday, Trello, SAP BI PROFESSIONAL SKILLS

Process Implementation, Client Relations, Customer Success, Revenue Growth, Training and Enablement, Customer Experience, Customer Retention, Business Development, Business Analytics, Product Adoption, Strategic Planning, Project Management, Cross-functional Collaboration CERTIFICATIONS

● GTM OPERATING SYSTEM CERTIFICATION, AUGUST 2024

● MARQUIS WHO’S WHO: HONORED LISTEE, JUNE 2024

● IFS APPLICATIONS 10 ESSENTIALS FOR CONSULTANTS, APRIL 2021

● FIELD SERVICE AUTOMATION: PLATFORM CERTIFICATION (ZINIER), OCTOBER 2019

● UX RESEARCH PLATFORM CERTIFICATION (USER TESTING), MAY 2018

● ADMINISTRATOR CERTIFICATION (SERVICEMAX), AUGUST 2015

● FIELD SERVICE UNIVERSITY (SERVICEMAX), AUGUST 2015 EDUCATION

Towson UNiversity Towson, Maryland

Bachelor Science, Mass Communications

Contact this candidate