Customer Success Experience

JOSHUA RODGERS

Brooklyn, NY 717-***-**** ***************@*****.*** LinkedIn

SUMMARY AND PROFILE

Customer Success Executive

Dedicated and growth-focused professional with extensive experience in orchestrating customer-centric initiatives, fostering satisfaction, and driving loyalty across vast business landscapes.

Proven track record in spearheading human-centered design and journey management practices to deliver impactful customer outcomes. Skilled in overseeing projects and fostering cross-functional collaboration to enhance customer experiences. Adept at integrating customer feedback with product development, managing high-value accounts, and leading strategic initiatives that drive growth and retention. Expertise in optimizing onboarding processes, developing customer-centric roadmaps, and securing key partnerships to support business expansion and innovation. Committed to leveraging deep industry knowledge and innovative approaches to elevate the customer experience and ensure organizational readiness for future challenges.

Areas of Expertise

Customer Journey Mapping Client Relationship Management Customer Experience Design Persona Development Talent Acquisition & Retention Account Management Product Roadmap Development Customer Satisfaction Metrics Competitive Intelligence Accomplishments

Elevated Net Promoter Score (NPS) of the financial advisor segment by 9.2%, demonstrating the ability to drive customer satisfaction and loyalty.

Sustained an impressive 1.4% churn rate throughout my tenure at Slang.ai, highlighting successful client retention and strong customer loyalty.

Organized customer interviews to refine the product roadmap and feature updates and developed a targeted outreach campaign that accelerated the time from sale to product launches .

Achieved the distinction of #1 overall employee based on performance and customer reviews for two consecutive years, demonstrating exceptional leadership and operational excellence. PROFESSIONAL EXPERIENCE

Fitch Group Inc - CreditSights, New York, NY

Head of Customer Success

2025-Present

As Head of Customer Success at CreditSights, a leading provider of independent credit research, the role encompasses the strategic leadership and execution of all post-sale client engagement initiatives. I was responsible for ensuring long-term client satisfaction, driving adoption of research products and platforms, and contributing to retention and growth goals.

Built and developed the entire Customer Success organization tasked with supporting a diverse client base of asset managers, hedge funds, insurers, and banks. Established relatable customer personas, enhancing the relevance and impact of customer journey maps.

Drive customer engagement, adoption, and retention strategies in close collaboration with Sales, Product, and Research teams.

Develop scalable onboarding, support, and education programs to ensure high product adoption and client satisfaction.

Define and track customer health scores, usage metrics, and NPS to proactively manage churn risk and identify growth opportunities.

Serve as the voice of the customer, influencing product roadmap and service improvements through direct feedback and usage analytics

Introduced a client education and enablement program that increased platform usage and reduced support tickets by 17%.

Built a data-driven customer success framework using KPIs and health scores to assess client engagement, forecast churn risk, and guide strategic outreach. Prudential Financial, Newark, NJ

Director, Journey Management

2023 – 2024

Lead end-to-end human-centered design efforts, facilitating delivery of customer-centric outcomes. Translate vision and strategy from senior management into actionable service levels, business objectives, and customer journey enhancements. Supervise critical projects across entire business lines by applying Journey Management practices such as psychographic research, persona development, and journey mapping exercises. Coordinate with User Experience Research & Design teams to support and implement optimal customer experiences. Monitor post-delivery assessments to validate outcome achievements and manage organizational readiness, escalating issues proactively. Maintain ongoing strategic relationships with Chief Product Owners to develop customer-oriented multi-year strategies.

Established relatable customer personas, enhancing the relevance and impact of customer journey maps.

Spearheaded journey mapping sessions to create actionable roadmaps and omni-channel Customer Journey maps, integrating personas and Service Blueprints to address customer needs.

Ensured seamless integration of customer-centric initiatives, preventing duplication of efforts and fostering organizational cohesion.

Headed the Journey Management support model, ensuring alignment with customer cohort needs and business objectives.

Slang.ai, Brooklyn, NY

Head of Customer Success

2021 – 2022

Constructed and implemented the entire customer onboarding and retention system, ensuring seamless integration and consistent client satisfaction. Conducted recruitment and training for a Customer Success Manager and an Account Executive. Established new contract and billing system for organization. Oversaw a diverse portfolio of over 200 accounts, including high-value VIP customers, to maintain strong relationships and drive business growth. Collaborated with the Head of Product to contribute to the company product roadmap, aligning customer feedback with product development.

Incorporated tiered account management system and sentiment analysis to prioritize customer engagement and resource allocation effectively.

Formulated updated Account Plan framework to support strategic decision-making during leadership meetings.

Spearheaded retention campaign for key VIP customers, performing pricing analysis and negotiating contracts to solidify revenue partnerships.

Provided competitive intelligence, staying abreast of industry trends and competitor strategies to inform and adapt company approaches.

OpenTable, Inc., New York, NY

Senior Software Implementation Manager

2013 – 2021

Led and developed the implementation team by focusing on team structure and onboarding processes to optimize productivity and customer satisfaction. Coordinated cross-departmental initiatives, collaborating closely with Sales, Product, and Account Management teams to drive high-touch company projects. Conducted in-depth software implementation training for customers, ensuring successful adoption and integration of our systems. Provided competitive intelligence by monitoring market trends and competitor activities, informing strategic decisions and product roadmap adjustments.

Developed and mentored over 20 Onboarding Specialists, with 12 advancing to internal promotions, bolstering interdepartmental growth and expertise.

Spearheaded customer outreach campaigns, reducing the time between sale and system activation, thereby accelerating the customer go-live process.

Contributed to the win back committee's efforts, achieving over 35 competitive client recoveries in the first quarter of 2019 through strategic process improvements.

Played a pivotal role in software release cycles by testing and developing UI enhancements and conducting user testing research to inform new developments Additional Experience

VP of Operations & Marketing, Metalaye Inc, Camp Hill, PA VP of Operations, Omni Services Inc, Harrisburg, PA VP of Operations and Hospitality, Capitol Entertainment Group, Harrisburg, PA EDUCATION AND OTHERS

Lebanon Valley College, Annville, PA

Bachelor of Arts in English Communications

Minors: Historical Communications, Business Admin, Music and Performing Art Affiliation

Member of National Honor Society in English, 2003 – Present Honors & Awards

OpenTable Product Operations Employee of the Year, 2016, 2018 OpenTable Top Performer of the Year, 2017 Executive of the Year, HAOY, 2013 Community Engagement

No Kid Hungry Volunteer and Fundraiser, New York, 2013 – Present Summer Search Fundraiser, New York, 2018 – Present NYC Basketball Academy for Kids Volunteer Coach, New York, 2014 – 2018 Social Tees Animal Rescue Event Volunteer, New York, 2018 – Present

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