Customer Success Experience

Rob Stevens

Customer Success Leader

********@*****.*** • https://www.linkedin.com/in/superrob • 425-***-**** Dynamic and results-driven Customer Success leader with over 15 years of experience in building high-performance teams and driving strategic initiatives for growth-stage start-ups in the B2B SaaS sector. Proven track record of enhancing customer experiences, boosting net retention, and achieving significant operational efficiencies. Expert in leveraging data-driven insights to inform strategic business planning and execution. Adept at fostering cross-functional collaboration and aligning customer success goals with broader business objectives. Core competencies include: Customer-Centric Mindset • Strategic Thinking & Planning • Leadership and Team Development • Data-Driven Decision Making • Customer Experience Management Professional Experience

iBase-t, Lake Forest, CA (Remote)

March 2021 – July 2024

Senior Director, Customer Success

• Implemented AI-driven solutions to enhance customer interactions, resulting in a 30% reduction in FTE costs and a 97% sustained customer satisfaction rate over three years.

• Reduced response times 86% and improved internal SLA target by 64% in the first 90 days through process improvements.

• Managed the technical deployment and integration of ChurnZero customer success platform to the customer-facing parts of the organization.

Dynamic Signal, San Bruno, CA (Remote) - Acquired by SocialChorus July 2014 – April 2020

Director of KCS & Service Enablement (Customer Success)

• Optimized the support center using Knowledge-Centered Service (KCS) principles, achieving 99.5% customer satisfaction and a 94% ticket deflection rate.

• Enhanced solution delivery through AI integration, resulting in higher quality interactions and better overall outcomes the customer.

Director of Education & Training (Customer Success)

• Trained incoming Customer Success team members (front-line and management). Director of Corporate Customer Success

• Scaled the team to a 120:1 ratio, maintaining a 115% net retention year-over-year.

• Developed a comprehensive ROI Calculator, enabling the Sales team to identify and leverage key value drivers, resulting in significant revenue growth. Senior Customer Success Manager

• Crafted an integration and adoption strategy that scaled program membership to 160K members. PaperShare, Kirkland WA - Acquired by DynamicSignal October 2012 – July 2014

Customer Success Manager / Marketing Manager

• Constructed a demand generation program in 48 hours, delivering 350% of MQL target over 2 weeks, at $1200 under budget.

• Planned, budgeted, and executed Launch event at Content Marketing World 2013.

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Rob Stevens ********@*****.***

bLoyal, Redmond, WA

October 2007 – September 2012

Customer Support Manager

• Saved $200K annually by reducing support costs and streamlining operations.

• Redesigned company website to better align with sales goals.

• Developed marketing / sales tools and collateral for the EVT Solutions and bLoyal brands.

• Deployed bLoyal platform on-site and conducted live trainings. Marketsync, Kirkland, WA - Acquired by FGS Kelvin

February 2006 – August 2007

Program Manager, Marketing

• Built and managed implementation schedule for Expedia Corporate Travel, increasing marketing program usage over 300% in six months.

Marketing Intern

• Built and executed an SEO-focused web redesign, increasing web traffic 3x, and growing unique visitors 2.5x.

CallVision, Seattle, WA - Acquired by Verisign

January 2005 - January 2006

Technical Support

Data Critical Corporation - Acquired by GE Medical Systems May 2000 - May 2002

Marketing

Education & Awards

Eastern Washington University - Graduated 2020

Master of Business Administration (MBA)

• Dual Concentrations in Global Business and Finance

• Graduated with a 4.0 GPA

• Inducted into Phi Kappa Phi and Beta Gamma Sigma honor societies University of Washington, Bothell - Graduated 2007 Bachelor of Arts

• Dual Concentrations in Marketing and Management

• Winter 2007 BUS 480 Navigator Award

• Placed 2nd in International Marketing at the 2007 Collegiate DECA International Career Development Conference

• Annual Dean’s List 2006 - 2007

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