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 🤝

Asher Mathew

Partnership Leaders

Partnership Leaders is the Source of Truth for successful partnership organizations.

Built together with 2,200+ expert members from the world’s best technology companies, PL provides industry leaders with an expert peer network, unique insights, and the critical resources needed to scale your organization's most efficient revenue source.

Apply now at www.partnershipleaders.com

Co-Founder & CEO

Demandbase

Responsible for the GTM of Demandbase Data & Sales Intelligence Cloud

CRO @ DemandMatrix (acquisition May 2021)
Responsible for the customer engine of DemandMatrix (Sales, Marketing, Customer Success, Business Development)
P&L Responsibility

VP, GTM - Data & Sales Intelligence Cloud

LeanData, Inc.

*Reported to the CEO
*P&L responsibility

Our mission is to simplify B2B Sales. At LeanData, we’re experts at not only matching new leads against pipeline and customers, but putting it into a view for you to easily take action. Our Account-Based Lead Management Suite will help your sales and marketing teams find more revenue in target accounts, accelerate new opportunities, and identify the best producing marketing campaigns.

VP Business Development

Avalara

*IPO (NYSE: AVLR)
*Senior Leadership Team Member (Top 3% execs)
*Top Sales Manager - FY15
*Culture Award Winner - FY12

Avalara is a business leader in indirect tax automation and has 23000+ customers worldwide. Avalara helps businesses of all sizes achieve compliance with transactional taxes, including VAT, sales and use, excise, communications, and other tax types. Avalara offers more than 650+ pre-built connectors into leading accounting systems, ERP, ecommerce platforms, and other business applications. As of March 2019, market capital of USD 4.0B

Senior Director, Strategic Alliances

Nodus Technologies - A Division of EVO Payments

Acquired by EVO Payments (NASDAQ: EVOP)

Nodus Technologies is a leading provider of electronic payment, e-commerce, and retail business process automation software for small and mid-size companies. Nodus leverages Service Oriented Architecture and web services technologies to provide cost effective, comprehensive: e-commerce, electronic payments and retail management solutions for Microsoft Dynamics™ ERP.

Known for the superior integration and flexibility of our solutions, Nodus enables businesses to integrate Credit Card Processing, E-Commerce, Retail, Point-of-Sale, CRM, Web-Based Sale Order Entry, and Online Billing with multiple banks, processors and back office environments. Our product suite has a proven track record and leads the market in reliability and ease of use with Microsoft Dynamics.

Global Channel Sales & Marketing Manager

CEO at Partnership Leaders | Helping partnership and business leaders build modern businesses through partnerships

Join Partnership Leaders at www.partnershipleaders.com

Joined full time in Feb 2023

Partnership Leaders is a private network built to elevate the role of partner teams in their companies. Partnership Leaders is the only organization designed exclusively to enable the success of 1,500+ of the world’s top partner professionals.

Apply at www.partnershipleaders.com

And there we have it folks.

The CPO role grew 20% this year.

Congrats to everyone who made the jump. You showed the whole partnerships industry what is possible. Thank you!

For PL Members

If you are hiring for partner roles and/or find roles on LinkedIn, post “let’s share this with the Partnership Leaders network” or post “cc: @partnershipleaders”.

By tagging the PL LinkedIn account we have a way to amplify the role to our members and the larger industry through slack and email.

This will help hiring managers find the right candidates for their open roles. And open to work folks find the right roles.

—> Also, coming up in a couple of weeks is a session focused on finding the right role for you using the Partnership Leaders Network. Check the events calendar, and this virtual event should already be on your calendar

Your whole Partner GTM can be simplified into Recruit, Engage, Retain.

Technology and Channel Partners are going to have a ton of options next year.

Build your plans to cover all three buckets of activities.

When AWS and Google Cloud team up, you know partnership has gone pro.

If the giants can share the sandbox, the rest of us have no excuses.

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Another big partnership announcement!

Congrats to the teams at Anthropic and Accenture!

Last year’s party was fun.
So naturally we asked ourselves, “What would AWS do?”
Answer: Make it three times bigger.

We kicked off this pre-party with our friends at Tackle.io as a way to bring the partner community together.

It was unofficially known as the PartnerHub.
It was loud. It was lively. It was… definitely not “small.”

So this year we’re scaling it the cloud way.

One thousand people. (1000)
One evening that might actually need its own QBR.
The largest celebration of partnerships at Amazon Web Services (AWS) re:Invent.

If you build in the ecosystem
If Q4 has you questioning all your life choices
If you know the emotional journey of a co-sell deal
This party is your natural habitat.

Comment “party” and I’ll drop the link like a warm intro.

Bring your friends. We’ll bring the energy.

P.S. You don’t need your badge to enter this event

Another partnership leader takes the top spot!

Congrats Nancy Teixeira! Thank you for leading the way!

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Everyone wants “strategic partnerships,” but very few teams are actually building products that wouldn’t exist without partners.

That’s what I dug into with Erika Wool from Stripe. She walked us through how her team builds regulated fintech products with partners, keeps those integrations alive after launch, and proves the value of product partnerships in terms CFOs actually care about.

We also got into org design, partner engineering, and why CEOs and CFOs are the two executives partnership leaders can’t ignore anymore. Kelly Sarabyn, Erika, and I tried to make this as practical as possible for anyone pushing their company past “let’s ship an integration” into “let’s build a business on top of this.”

Full episode link is in the comments.

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Jeremy Donaldson 🤝

Asher Mathew

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The Battle

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Asher Mathew

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Asher Mathew's LinkedIn Performance

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