Charlotte Metro
I am a dedicated leader in Customer Success with extensive experience in developing and deploying scalable processes that drive customer value, retention, and growth. Most recently, I have created the groundwork for CS Operations at a hyper-growth company, EvenUp, while also serving as VP of Customer Success: a dual role managing day-to-day operations across CSM, Onboarding, and Support while responsible for a book of business over $50M in ARR. As the Area Vice President of Scaled Customer Success at Anaplan, I managed a team and strategy encompassing over 900 customers and $90M in ARR. My focus is on creating team charters, defining success metrics, and launching innovative programs that enhance customer engagement and value. Previously, at Gainsight, I held multiple leadership roles, culminating as Sr. Director of Growth for Digital Customer Success. In this capacity, I orchestrated cross-functional strategies that significantly contributed to growth across three product offerings. I successfully launched Gainsight's mid-market offering and led advocacy initiatives that improved our G2 rating from 4th to 1st, showcasing my ability to drive impactful results. I have a strong commitment to empowering teams and enhancing customer experiences. I developed the Gainsight Essentials Accelerator Program, training over 200 new customers on best practices in customer success within two years. My experience includes managing high-value accounts, identifying opportunities for improvement and expansion, and delivering quantifiable outcomes to my customers. My leadership philosophy centers on fostering collaboration and continuous improvement, ensuring alignment between customer success strategies and overall business objectives. I welcome opportunities to connect with professionals who share a passion for enhancing customer success.
Outcomes-driven fitness and nutrition consultant/coach consisting of: - Personalized meal plans with ongoing adjustments based on your goals - Exercise/workout programming to best suite your ideal physique - Ongoing cadence of accountability to keep you on track For inquiries, please visit this link: https://linktr.ee/timvanlew
- Define team charter, segmentation, team composition, lead and lag metrics of success, and create new scalable programs aimed at improving customer value, retention, and growth - Develop and launch a scaled strategy managing over 900 customers and $90M in ARR - Create global value framework for communicating, extracting, and mining value for our top 20 accounts in each GEO
- Orchestrate strategy & tactics for Product Marketing org across 3 of Gainsight’s Digital CS offerings - Lead cross-functional collaboration among product, sales, and customer success teams, ensuring seamless alignment to achieve growth targets - Extend Advocacy, customer proof, and reference processes to our Digital CS offerings
- Continue GTM tactics from previous role while acquiring and managing Advocacy, Competitive Intelligence, and Private Equity & Venture Capital partnerships teams - Create & operationalize Advocacy programs: Increased G2 rating from 4th to 1st, increased number of advocates by double, operationalized customer proof process leveraging AI, overhaul customer reference process
- Launch Gainsight’s mid-market offering (Essentials) including pricing, packaging, and programs - Create and facilitate the Essentials Accelerator Program to jumpstart CS teams’ strategy and tactics training 200+ new customers on CS principles in under 2 years - Serve as a CS evangelist for early-stage CS teams through thought leadership webinars, podcasts, field events, and corporate events