Customer Success Manager
Resume:
EDUCATION
JONATHAN CORBIN CHAFFEE
CUSTOMER SUCCESS & OPERATIONS
CONTACT
*************@*****.***
Arvada, CO 80005
https://www.linkedin.com/in/c
orbin-chaffee-b82651112/
SKILLS
Customer Centric
Authentic
Natural Leader
Honest and Confident
Communicator
Growth Mindset
Creative Problem Solver
Relationship Builder
Strategic Advisor
Dedicated Team Builder
Driven by Results
UNIVERSITY OF WISCONSIN-
MADISON
History - East African Studies
CERTIFICATION
SPLUNK UNIVERSITY
WORK EXPERIENCE
PROFILE
I'm a seasoned Customer Success Manager dedicated to nurturing customer relationships and fostering proactive engagement. By aligning account metrics with customer objectives, product capabilities, and internal team collaboration, I ensure seamless integration and business growth. I thrive in a dynamic work setting and am committed to communication, continual learning and enhancement.
WELL DONE AUGUST 2024 - PRESENT
Head of Customer Success & Operations
Built and led the Customer Success function from the ground up, developing comprehensive onboarding, retention, and advocacy strategies aligned with business goals and customer outcomes. Authored scalable operations documentation and customer lifecycle processes-including the core Customer Success playbook- establishing SOPs for onboarding, proactive engagement, churn prevention, and health monitoring.
Drove measurable value for enterprise clients, including saving Ethan Stowell Restaurants thousands of dollars per month per location by optimizing operational inefficiencies through WELL DONE's platform. Partnered directly with co-founders on product development, contributing to front-end code decisions, system architecture, and data integrations with our internal database-despite being a small team.
Instituted customer health scoring and reporting systems, leveraging engagement and usage metrics to inform retention strategies and trigger proactive interventions.
Collaborated cross-functionally with engineering, product, and sales teams to advocate for customer needs, influence roadmap priorities, and align upsell opportunities with customer goals. Achieved high retention and satisfaction rates through data-informed relationship management, proactive communication, and consistent delivery of customer value.
Managed end-to-end renewals and expansion cycles, significantly increasing Customer Lifetime Value (CLTV) and strengthening long- term client relationships.
Online Splunk Core Certified User
JONANTAN CORBIN CHAFFEE
9965 W 81 st Drive
Arvada, CO 80005
*************@*****.***
Strivr Labs Santa Clara, CA (Remote)
Senior Customer Success Manager MARCH 2023 - JAN 2024 Effectively managed Enterprise and Strategic fortune 1000 companies through Strivr pilots, ensuring seamless virtual reality training for their workforce.
Managed an Amazon Logistics pilot within five facilities, training 9,500 unique learners in 3 months leading to a 2-year $3.3M expansion into 150 new locations.
Identified and developed multi-level relationships with key decision makers and influencers to ensure retention and relationship stability. Ensured customer success and retention through weekly meetings with executive HR and L&D POC’s, demonstrating Strivr hardware (VR headsets) and software best practices by leading engaging product demonstrations, solution presentations, and technical consultations, both remotely and on-site.
Conducted quarterly executive data reviews to demonstrate value and identify expansion opportunities.
Partnered with sales, leadership, product, support, and marketing to relay customer feedback and influence product enhancements. Splunk Boulder, CO
Customer Success Manager APRIL 2019 - FEB 2023
Orchestrated overall relationship with assigned Commercial, Enterprise, and Strategic accounts, including growing adoption, ensuring retention, and account happiness.
Advocated customer needs and issues across departments and program-managed customer concerns.
Acted as the Splunk liaison for technical questions, issues or escalations, including working with Support, Product Management
(i.e. roadmaps), or others as needed.
Assisted with system upgrade planning and execution. Worked closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to find opportunities for new usage of Splunk across organizational functions.
Acted as a temporary CSM for lower ARR accounts as part of a get-well program for onboarding and remediation of pain points. Maintained a $12M-$13M book of business working closely with executive and C-Level individuals, ensuring renewal and expansion. SendGrid Denver, CO
Associate Support Engineer SEPT 2016 - APRIL 2019
Provided support for technical troubleshooting regarding email deliverability, including API calls, SMTP relays, Splunk raw data queries, and general UI operation via email, live chats, and phone. Acted as the Compliance-Support Liaison (CSL) for frontline support team, assisting when needed with email content assessment, spam and phish identification, and banning or coaching of users based on their overall sending practices.
Developed relationships with customers through consultative practices to ensure customer success and continued business growth. Performed Compliance training for Support new hires and related interns with a detailed focus on suspension tickets. Fielded frontline billing inquiries and delegated to the correct party when necessary as it related to stolen credit card use, compromised accounts, and general invoicing questions.
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