Customer Success Executive - Complete post sale expertise

JOHN G. GNIADEK

508-***-**** ****.*******@*****.*** linkedin.com/in/johngniadek Uxbridge, MA 01569 Executive Profile

Results-driven Customer Success Executive with over twenty years of expertise scaling post-sale operations and delivering exceptional customer satisfaction. Highly skilled in building and leading high-performing teams in customer success, implementation, support, documentation, and sales engineering across industries such as cloud storage, backup and recovery, telecommunications, and healthcare technology.

Professional Experience

Rhapsody, Boston, MA

Vice President of Customer Success Jul 2024 – Present

• Built and scaled a global Customer Success Team serving more than 1,300 customers as a member of the Senior Leadership Team.

• Pioneered the integration of Microsoft 365 Copilot within the Customer Success department, establishing the company’s first automated workflow for meeting transcription and executive summaries to improve team productivity.

• Leveraged enterprise Generative AI (ChatGPT) to enhance team efficiency in researching customer accounts, health metrics, and the development of QBR presentations.

• Developed an 'At-Risk' identification system that led to a 27% reduction in potential customer churn through proactive communication.

• Pioneered the company's first churn forecasting model, which improved the accuracy of quarterly financial projections.

• Collaborated with Account Management on a lead generation initiative, resulting in over

$2 million in new business opportunities while also implementing a streamlined renewal process.

Connectbase, Westborough, MA

Vice President of Customer Success Sep 2023 – May 2024

• Recruited to the organization to stabilize and scale the Customer Success function and integrate teams from recent acquisitions.

• Restructured the engagement model by establishing a tiered customer structure to extend the coverage of the existing team.

• Developed a Customer Success Playbook to standardize delivery across all Customer Success Managers.

• Worked closely with third-party API suppliers and internal Product teams to ensure seamless integrations and timely issue resolution. Vetro FiberMap, Portland, ME

SVP of Customer Success (Fractional) Feb 2023 – Sep 2023

• Overhauled inefficient onboarding processes and stabilize a customer base of over 300 clients.

• Revamped implementation tracking and workflows, decreasing average customer onboarding time from several months to just three weeks.

• Established a tiered account structure and a rolling 90-day renewal process to proactively manage customer churn.

• Enhanced the team by managing out under-performers and upskilling talent to improve overall post-sale delivery.

Simplr (An Asurion Company), Nashville, TN

VP of Partner (Customer) Success Mar 2022 – Feb 2023

• Developed the operational framework for implementing, supporting, and expanding the existing customer base.

• Standardized Monthly and Quarterly Business Reviews by introducing a Partner Success playbook.

• Organized the inaugural Partner Advisory Board, leading to upsell opportunities at 40% of the represented companies.

• Established a company-wide documentation program and an internal feature request prioritization process.

Connectbase, Westborough, MA

SVP of Customer Operations (Sep 2019 – Mar 2022)

Vice President of Customer Success & GIS (Jun 2018 – Sep 2019) Sr. Director of Customer Success (Feb 2018 – Jun 2018)

• Built and scaled entire post scale customer lifecycle process and Customer Success functions.

• Promoted twice within 18 months to lead all post-sale activities and GIS data initiatives.

• Reduced monthly customer churn to below 1% and increased average annual Net Retained Dollars to 125%.

• Enhanced project estimation accuracy by 50% by conducting daily GIS meetings and effectively balancing workloads.

• Established an annual Customer Advisory Board to guide platform enhancements and new functionality.

• Introduced proactive documentation and release note processes, improving efficiency and reducing rework rates.

Utilidata Corporation, Providence, RI

Vice President Services & Support Jan 2016 – Feb 2018

• Provided executive leadership for the implementation, project management, and customer success functions supporting global software products. Nasuni Corporation, Natick, MA

VP Pro Services & Customer Support Aug 2012 – Jan 2016

• Built and scaled the Customer Success function, expanding the team from 3 to more than 20 members.

• Supported a twentyfold increase in company revenue as part of the Executive Team. Hewlett Packard / Autonomy /Iron Mountain, Southborough, MA VP, Worldwide Professional Services (Nov 2010 – Aug 2012) Sr. Director, Client & Professional Services (Aug 2008 – Nov 2010) Director, Iron Mountain Digital Support (Apr 2006 – Aug 2008) Director, LiveVault Client Services (Jul 2004 – Apr 2006)

• Doubled professional services revenue from $5 million to nearly $10 million by launching new offerings and providing sales education.

• Directed global Professional Services and Training teams responsible for project management and data consulting.

Education

Bryant University B.S. in Business Management Smithfield, RI

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