Customer Success Vice President

Jennifer French, MBA

Orange County, CA 310-***-**** *****************@*****.*** linkedin.com/in/jenniferfoxfrench Strategic Partnerships & Growth Executive Customer Success Leadership Strategic Partnerships and Customer Success Executive with 15+ years of experience in SaaS and high-growth environments. Expert in scaling global enterprise accounts and building revenue-generating strategic alliances that drive retention, expansion, and long-term client value. Proven ability to lead cross-functional teams and serve as a trusted advisor to the C-suite, delivering go-to-market strategies that strengthen partnerships and optimize business growth. Professional Experience

Vice President, Customer Success July 2024 – Present Gifts for Good, Los Angeles, CA

B2B gifting platform serving Fortune 500 clients, blending corporate gifting with measurable social impact. Focus on retention, expansion, and customer-led growth in a mission-driven B2B environment.

Lead enterprise customer success strategies, ensuring adoption, retention, and revenue expansion across a diverse portfolio of corporate clients resulting in 90% renewal rates.

Partnered cross-functionally with Sales, Product, and Marketing teams to optimize customer lifecycle engagement, resulting in a 15% increase in customer lifetime value (CLV).

Spearheaded the implementation of a Customer-Led Growth (CLG) model, driving a 20% increase in referrals and strengthening customer retention, expansion revenue, and advocacy. Head of Global Strategic Partnerships Dec 2020 – Present Wine Berserkers, San Clemente, CA

World’s largest online wine community. Home to BerserkerDay, a direct-sales event for artisanal wine producers. Drive strategic growth with focus on business development, event-driven revenue strategy, and executive advisory to founder.

Built and led Wine Berserkers’ global strategic partnerships program, establishing and scaling collaborations with boutique wineries and premium wine brands.

Develop and execute business development strategies, driving significant growth in partner participation and annual sales revenue.

Advise the CEO on strategic growth initiatives, expanding visibility, increasing engagement across the platform, and positioning BerserkerDay as a go-to marketplace for small producers. Vice President, Customer Success Jan 2024 – June 2024 Pathify, Denver, CO

EdTech SaaS platform transforming student engagement and communication for higher education institutions across North America, driving revenue expansion, cross-functional alignment, and long-term client engagement.

Led and empowered a 15-person team to optimize onboarding, training, and customer engagement. Leveraged data-driven strategies to refine Customer Success (CS) processes, boosting adoption, engagement, and renewals, which resulted in a 30% increase in account expansion.

Increased revenue retention to 103% by implementing a structured business review process, improving customer adoption, and identifying expansion opportunities.

Drove improvements in NPS scores by implementing customer success frameworks focused on ROI-driven engagement and proactive issue resolution achieving a 68 NPS score. Head of U.S. Sales & Global Strategic Partnerships Aug 2022 – Jan 2024 Squiz, Sydney, Australia

Global provider of Digital Experience Platforms (DXP), empowering public sector and higher education institutions to modernize digital infrastructure through CMS, CRM, and intelligent search solutions.

Developed and implemented a comprehensive global partnership strategy, encompassing partner recruitment, onboarding, training, and ongoing relationship management with 30+ new partners within one year significantly increasing brand awareness and credibility. Jennifer French, MBA 310-***-**** Page 2

Appointed as interim U.S. President to lead market expansion, revenue growth, and enterprise sales strategy; delivered monthly board presentations on U.S. sales performance and global partnership initiatives.

Spearheaded international expansion strategy, establishing key alliances in the public sector and reducing customer acquisition cost (CAC) by 50%. This included securing a landmark SI partnership with Slalom which resulted in 25% expansion with the Southwest Airlines enterprise account. Vice President, Global Strategic Partnerships May 2021 – Aug 2022 NP Digital, San Diego, CA

Global digital marketing agency delivering data-driven SEO, paid media, and growth strategies for enterprise clients across diverse industries. Built and scaled the global strategic partnerships aligning marketing, tech & growth teams.

Established NP Digital’s strategic partner program from inception, creating a scalable framework for long-term growth and revenue expansion.

Designed and launched technical integration, SI and referral partnership programs, leveraging account mapping technology to uncover overlap opportunities—driving a 70% increase in net new leads.

Created successful virtual onboarding for sales and account teams, ensuring seamless integration and lasting impact. Executed multi-channel co-marketing, increasing brand visibility and shortening the sales cycle by 50%. Vice President, Enterprise Key Accounts April 2018 – Aug 2021 FMG Suite, San Diego, CA

SaaS-based marketing automation platform tailored for financial services professionals and broker-dealer networks. Led enterprise account strategy and retention during post-acquisition integration.

Secured 100% retention of Broker Dealer accounts, safeguarding multi-million-dollar revenue streams during MarketingPro’s acquisition by FMG.

Orchestrated enterprise account strategy and customer success initiatives, ensuring seamless transition and retention for top-tier financial services clients.

Designed customized client engagement models, reinforcing customer loyalty, reducing churn, and increasing revenue expansion opportunities.

Vice President, Business Development May 2008 – April 2018 MarketingPro, Orange County, CA

High-growth marketing automation platform serving financial advisors; led strategic business development and growth initiatives that scaled revenue and positioned company for successful SaaS transformation and acquisition by FMG Suite.

Drove a 30% year-over-year increase in enterprise revenue through strategic customer engagement initiatives focused on high-value account growth in the financial services industry.

Guided the company’s transformation from a full-service advertising agency into a SaaS-based marketing automation platform, positioning it for acquisition.

Traveled 25% to engage key stakeholders and drive adoption as a MarTech SME at industry conferences, presenting, networking, and driving net new leads through booth engagement. Education

Master of Business Administration: Thunderbird Global School of Management, Arizona State University

Bachelor of Science, Business Administration: Clemson University Additional Skills

Executive leadership, business strategy, revenue growth, expansion strategies, enterprise account management, global client strategy, client experience leadership, product strategy, roadmap execution, cross-functional leadership, team leadership and development, executive engagement, scaling operations and high-growth environments, SaaS and technology integration, stakeholder and C-suite relationships. Industry Certifications & Executive Engagement

Chief Customer Officer Certification

AI & Automation Strategies for GTM Leaders

Higher Ed Guide for the Corporate Community

MarTech SME in Financial Services

Higher Ed SME in Digital Transformation

Pavilion Executive Member

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