Jeremy Donaldson

LifeLoop

The Sr. Director of Customer Success is responsible for driving strategic cross-functional initiatives to ensure exceptional customer experiences and outcomes. Success of this role and team is measure upon the following accomplishments and metrics:

#1 Customer Retention & Growth: Designed and implemented data-driven strategies that improved GRR and NRR, exceeding company targets and setting benchmarks for sustained growth.  FY24 results: 85% GRR and 104% NRR

#2 Value Realization: Partnered with cross-functional teams to create and deliver tailored success plans that aligned customer objectives with measurable outcomes, resulting in higher satisfaction and loyalty.

#3 Strategic Adoption Initiatives: Led efforts to enhance product adoption through education, onboarding optimization, and proactive customer engagement, increasing overall platform utilization.

#4 Data-Driven Insights: Established a robust framework for tracking and analyzing customer feedback, leveraging insights to refine services, enhance the customer journey, and boost NPS.

#5 Pipeline Development: Generated a consistent stream of CSQLs by identifying and cultivating expansion opportunities, contributing to revenue growth. FY24 results: $5.8m in generation & $2m closed won (158% to plan)

#6 Renewals management and forecasting:  Maintained 99% YoY renewals reporting, implemented bi-weekly CSM, AM, and renewals touchpoints to review the largest upcoming renewals 120+ days out

#6 Leadership & Coaching Team Leadership: Led a team of Customer Success Managers across Strategic, Enterprise, MM, and SMB customers.

Sr. Director, Customer Success

CS in the Valley

CS in the Valley is no longer in business.

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Founder & CEO

Gain Grow Retain

Board Member

PowerSchool

- Led two (2) teams of customer success professionals including 2 Managers and 10 CSMs
- Joined the Gainsight steering committee to help build the 2023 account health modeling
- Owned $70+ million in revenue with the 2022 performance of 94% gross revenue retention (GRR) and 108% net revenue retention (NRR)
- Managed to the 2023 goals of: 95% GRR & 109% NRR

Senior Manager, Customer Success

Totango

Hired to build Totango's "Small Enterprise" team for our hybrid digital + assigned Customer Success Management accounts

Key accomplishments:

- Improved customer health from 72/100 to 85/100
- Improved NPS from +7 to +26 (highest of all CS teams at Totango)
- Net revenue retention of 119% (against $6 million in revenue)
- Grew a team from 0 to 3 CSMs (internal promotions and external hires)
- Introduced new engagement models for both Premium CS and non-Premium CS customers

Manager, Customer Success

NTT Application Security

Promoted to lead the "Land and Expand" (scaled CS) team.

Key Accomplishments:

- Delivered 110% net revenue retention against $12 million in revenue (highest in the org)
- Reduced churn by 18%
- Team NPS of 45
- Built entirely new scaled customer success engagement model for our land & expand customers 
- Revamped and introduced one to many programs such as office hours, product trainings, auto-renewal campaigns, and digital QBRs
- Hired 4 CS Associates including to promotions within 6 months as Team Manager

Team Lead, Customer Success

The Customer Success Manager (CSM) is responsible for driving customer growth, adoption and success with WhiteHat. It is the responsibility of the CSM to be able to articulate the value of WhiteHat to inspire and support customer adoption and expansion. The Customer Success Manager (CSM) position is the customer’s navigational guide throughout each phase of the customer’s journey from onboarding to renewal. The CSM works with customer contacts up to the CXO level, as well as, internal department contacts to provide a high-touch experience for strategic customers.

FY20 Performance: 110% Net / 95% gross retention
FY19 Performance: 103% Net / 96% gross retention

Principle Customer Success Manager

SumTotal Systems, LLC

Responsible for leading the Strategic Accounts CSM team.

Key Accomplishments:

- Net revenue retention of 126% against $77 million in revenue (highest in the org)
- Team NPS of +60 (highest in the org)
- Created the voice of the customer playbook increasing increased logo participation from 20% to 70% + overall referencability from 15% to 70%
- Co-authored the Skillsoft + SumTotal account planning and executive briefing process for the top 50 accounts program

Senior Customer Success Manager, Strategic Accounts

As a Sales Director, it is my responsibility for ensure the growth of SumTotal with existing customer and new prospects where organizations are headquartered within North America. My team manages the relationships with organizations that have more than 6,000+ employees including to some of the largest manufacturing, hospitality, retail, and aerospace organizations in the world.

My team is primarily responsible for selling HR and Talent Management solutions by building relationships and trust with key decision makers and contacts throughout various business units within large and complex organizations. Furthermore, we are proactively managing our relationships by utilizing a Challenger Sales methodology to change their minds on the status quo of business.

Achievements:
• FY2017 Quota Attainment: 100%
• FY2017 Net Retention: 201.5%

Enterprise Sales Director

As an Enterprise Account Manager, I am the day-to-day point of contact for all customer satisfaction and all sales responsibilities. It is my duty to handle the maturing process of Talent Expansion within my customer base along with proactively manage customer relationships by utilizing a Challenger Sales methodology while handling contract renewals, up-selling additional product lines and services, and escalating customer/technical support cases. 

My particular role manages a wide range of North American based customers that are all 10,000+ employees including to some of the largest manufacturing, hospitality, retail, and aerospace organizations in the world. These customers are a combination of on-premise, private hosted, and SaaS.

Responsibilities of a Sales Account Manager:

• Over the last year, I have been personally responsible for being the point of contact for 125 high-touch relationships.
• I manage the successful renewal, up-sell, and cross-sell of $3 million+ in annual revenue territory.
• It is my responsibility to partner with my customers and lead internal resources to create highly satisfied and referenceable customers.
• I utilize a combination of Challenger Sales and Solution Selling methodology to fully develop an understanding of my customers' needs.
• Throughout all phases of the sales negotiation lifecycle, I executed on ensuring customer compliance with contractual terms, preparing business quotations/proposals, and negotiating mutually favorable contract terms.

FY2016 Achievements:
• Quota Attainment: 97% (Net retention: 131.5% FY16)
• Net Retention: 116%

FY2015 Achievements:
• Quota: 100% (Net retention: 118% FY15)
• President's Club winner

Enterprise Customer Success Account Manager

As a Business Manager for SumTotal Systems, I manage a multi-million dollar portfolio of non-contracted customer renewals to ultimately ensure high customer retention. I partner with customers throughout the contract negotiation lifecycle, and focus on account penetration, increasing recurring revenue, and finding creative solutions for our customers' unique challenges.

• Managed and renewed over 110 accounts during Q4-2014.
• Partnered with the field sales and management teams to provide seamless customer interaction.
• Use a consultative selling approach to fully develop an understanding of our customers' needs.
• Execute all phases of the contract renewal lifecycle, including preparing quotations, calculating renewal rates, and negotiating mutually favorable contract terms.

Achievements: Quota / Net Retention : 111%

Business Manager, Enterprise Renewals

Recruiter

Hello! My name is Jeremy Donaldson.

I am a Top 25 Customer Success Influencer and Leader with over 10 years of experience helping organizations solve their biggest challenge: Retaining and Growing customers.

I work to solve retention and growth by leading teams in 4 areas:

1) Serving my teams.  I work for them, not the other way around
2) Understanding my customers and their goals
3) Working collaboratively to build trust with our cross-functional partners
4) Using data to drive decision making

I have managed teams of up to 12 CSMs across multiple segments including digital CS, enterprise, and strategic accounts.

My teams have consistently delivered over 120% NRR, 95% GRR, 50+ NPS, and 70%+ product adoption all while growing $100+ million dollars in arr collectively.

I am the type of customer success leader who will serve our teams, challenge the status quo, and create revenue opportunities for our business. 

---

My "why" revolves around being there for his wife, 3 kids, and faith in Jesus.

Success to me looks like:

🔹 Transparency: Speak your mind
🔸 Authenticity: Be the real you
🔹 Vulnerability: Let people in
🔸 Conscious listener: Allow people to be heard
🔹 Celebrator: Show people they are valued
🔸 Giver: Always give more than you receive 

“When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left, and could say, 'I used everything you gave me'." - Erma Bombeck

Fun facts:  I've traveled to where J.R.R. Tolkien found his inspiration for Rivendale in the Fellowship of the Ring (Lauterbrunnen, Switzerland).

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Jeremy Donaldson 🤝

Sin Miedo: A BIPOC trail running community

Co-Founder

Masergy

Responsible for managing the retention and expansion of existing account base through building and maintaining strategic relationships with key stakeholders and users through proactive outreach, quality business reviews, and strategic advising by aligning the relevant company resources with the customers’ needs and initiatives. Expected to drive strong Net Promoter Scores, increased cross-sell and up-sell, as well as optimal renewals at time of term expiration through proactive management and care of assigned book of business.

Strategic Account Manager

Black Men Run

Co-Captain

Windstream

"Empowered Customer Success and Amplified Business Performance through Windstream Services.

Dedicated to optimizing customer outcomes by spearheading onboarding, ongoing adoption, and engagement strategies. Was passionate about delivering the utmost satisfaction to customers and exceeding their expectations.

🌟 Proactively Engaged Customers for Product and Feature Updates
🚀 Drove Enhanced Product Feature Utilization via Facilitated Training
🔍 Leveraged Real-Time Insights to Deepen Customer Relationships
🔗 Guided and Facilitated Customer Utilization of the WE Connect Portal
📈 Acted as the Voice of the Customer from Order to Service Acceptance
🛡️ Identified Risks and Implemented Cross-Functional Mitigation Strategies
💡 Proactively Minimized Service Churn and Maximized Revenue
🔧 Mitigated Knowledge Gaps for Future Risk Prevention
🎓 Provided Feature-Rich SaaS Solutions Training and Service Assessments
🔮 Orchestrated Technology Planning for Seamless Implementation
🤝 Assisted in UAT and Adoption of Gainsight"

Sr. Customer Success Manager

Comcast Business

"Drove Revenue Growth and Championed Customer Advocacy as a Seasoned Sales Advisor | 2020 Summit Award Winner | Pacesetter Graduate | Achieved 170% Average Attainment in Fiscal 2020

I was enthusiastic and results-driven, taking pride in my strategic sales leadership and the customer-centric approach I brought to every engagement.

🚀 Focused on Strategic Account Management and Financial Sales Leadership
🔑 Prioritized Customer Experience and Seamless Digital Solutions
📈 Crafted Comprehensive Account Strategies for Maximum Growth
💡 Identified Revenue Opportunities and Elevated Service Retention
🤝 Orchestrated the Cultivation and Delivery of Top-Tier Business Services
🌟 Established Connections across Organizational Hierarchies

My dedication to achieving exceptional results while championing customer satisfaction consistently drove revenue growth and positioned me as a trusted advisor."

Enterprise Account Manager

"Drove Operational Excellence and Upheld Customer Satisfaction through Strategic Project Management and Sales Enablement.

🚀 Orchestrated Evolutionary Product Development for Enhanced Organizational Management
🌐 Bridged Gaps in Product Delivery Processes and Streamlined Project Plans
🔗 Collaborated for Successful RFP Responses and Tailored Sales Objectives
🤝 Aligned Sales Goals and Quotas with Unique Customer Needs

I specialized in managing critical customer projects and charters, overseeing their seamless execution from conception to delivery. My expertise lay in:

📈 Monitoring and Ensuring Adherence to Project Specifications and Customer Proposals
🎯 Setting Metrics and Tracking Results for Strategic Project Outcomes
💬 Anticipating and Addressing Service Challenges, Ensuring Ongoing Customer Satisfaction
💡 Crafting Business Development Plans, Forecasting, and Regular Needs Assessments

My commitment extended to nurturing customer relationships, guiding them through product renewals, and ensuring their satisfaction:

🤝 Building Customer Rapport and Conducting Tailored Product Analyses
🔄 Staying Abreast of Industry Trends for Enhanced Product Offerings and Retention."ngs and Retention

Senior Customer Advocate- Nashville/Memphis

XO Communications (Acquired by Verizon Business in Feb 2016)

🌟 Directed high-performing Client Services Managers, maintaining $12M+ in annual revenue, delivering proactive care to drive account retention and growth.
🔍 Ensured service-led contractual commitments, adherence to corporate policies, and superior customer satisfaction.
📈 Executive point of contact for service-related matters, driving process enhancements for greater efficiency.

Key Contributions:
🚀 Led successful migration of 1400+ Type II circuits, achieving a 93% success rate and saving $263,024 MRC.
🏆 Recognized by the COO for successful decommissioning of Allegheny Center Mall site.
🛠 Implemented customer online self-service for disconnect orders, enhancing tracking and customer experience.

Senior Manager, Area Client Services

XO Communications

🔑 Team leader and primary escalation point for customer and internal queries, leading, coaching, and mentoring the team.
💼 Managed daily workload, performance reviews, and audits, ensuring process adherence and efficient operations.

Client Services Supervisor

🚀 Managed accounts with billing between $1K and $5K monthly, initiating contract renewals and identifying revenue opportunities."

Client Services Manager II

Dell

Relationship Account Manager (Development) | Sep 2008 - Oct 2009
🎯 Managed relationships with 160+ companies, guiding them on IT solutions and exceeding a $6 million annual quota.
🚀 Drove account penetration, introducing new business lines and advocating Dell's benefits against competitors.
💬 Provided technical guidance, negotiated, and scheduled on-site visits to enhance customer engagement.

Technical Sales Representative | Nov 2005 – Sep 2008
💡 Supported a team, advising on enterprise server and storage solutions for 4-6 account managers.
🔧 Acquired extensive expertise in various Enterprise software and obtained EqualLogic/Emu Certification.

Relationship Account Manager (Acquisition) | Sep 2004 – Oct 2005
💼 Part of the pioneer Acquisition sales team, articulating Dell's value to previously untapped accounts.

Transactional Sales Representative | Mar 2004 – Aug 2004
🌟 Recognized as Rep of the Quarter with 168% of quota attainment, handling inbound sales calls and suggesting tailored solutions.

Various Positions 

"Passionate and Results-Driven Customer Success Professional | Expert in Enterprise-Level Account Management, Revenue Growth, and Exceptional Client Service

With a wealth of experience in steering enterprise-level accounts, driving sales and revenue, and refining client onboarding processes, I bring a blend of strategic insight and operational excellence to every project.

Testimonials:
🌟 'Antoine's focus and calming demeanor is an asset to any team.' - S. Ruby (Assoc Dir of Client Services| Verizon Business Markets)

🤝 'Antoine has led multiple teams through the challenges of the telecom industry, showcasing exceptional sales and problem-solving skills.' - Kevin Garrett

💡 'Congratulations, Antoine! Your unwavering commitment to creating the best customer experience truly sets you apart.' - John Goodwin (Senior Manager Enterprise Sales- Comcast Business)

I thrive on a customer-centric approach, leveraging strong communication and problem-solving skills to navigate challenges and lead teams effectively. My belief in 'Impossible is Nothing,' a mantra inspired by Muhammad Ali, propels me to consistently strive for excellence and surpass expectations."

taplio

The Battle

Jeremy Donaldson 🤝

Antoine H.

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?