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 🤝

Self Employed

Open to Work

Microsoft via Infogain Consulting

Program Manager - Microsoft Azure Identity Collaborative Engineering Group

Functioned as Subject Matter Expert (internal & externally) on Community Tools, such as Yammer.

Demonstrated influence without authority while dealing with ambiguous situations across groups.

Collaborated with peers & stakeholders generating successful outcomes.

Utilized data driven insights and key learnings to drive the direction and activity within assigned Communities.

Surfaced Assets & Collateral within Knowledge Management for exceptional Customer and Partner experiences within Azure Identity Collaborative Engineering.

Analyzed data to inform Azure Identity Product Group of gaps, surface needs & future feature feedback.
 
Managed multiple daily, weekly, and monthly collaboration sessions with focus MVPs.

Establish trust by learning business model & function as trusted/strategic Adviser within Partner Organizations.

(Scope of role - 4 months - jump in & help during period of high bandwidth thru end of fiscal year -vendor)

Program Manager - Azure Identity Collaborative Engineering

Microsoft via Avenue In Consulting

Manage Microsoft Americas Meeting Rooms Partner Community Program (MRPP) for Americas.  Responsible for enabling program success for an Elite group of top MRPP Partners across the Americas and their subsidiaries around the Globe.

Understand and help drive MRPP Partner Program Metrics such as adoption, registration, usage and activations.

Build close relationships & Cross Group Collaboration with Microsoft Elite Partners External Partner Organizations.

Develop Trusted/Strategic adviser status within Partner Organizations.

Communicate Value Proposition of MRPP to Partners for Americas Region via Communities Channels.

Act as MRPP Partner Program Advocate within Microsoft.

Identify Roadblocks for Program Adoption for Partners and suggest solutions.

Own Communications with Microsoft key stakeholders on progress, results and issues on MRPP Partner Program.

Navigate complex internal Microsoft network of Stakeholders in Marketing, Sales, Product Group and Support.         

Orchestration, Partner Sponsor Management, and stakeholder communication of engagements and programs.

Track, escalate, and plan for the remediation of program blockers and provide sponsor feedback to further enhance/refine program as appropriate.

Demonstrate Leadership by utilizing strong communication skills with executive presence and confidence in varying Partner and Microsoft situations.

Utilize expert Relationship Building skills in building relationships with senior Partner and Microsoft executives with scope of MRPP.

Execute excellent Program Management skills while planning goals for a portfolio of partners, cross group collaboration, resource orchestration, communications, and utilizing a high degreee of attention to detail.

Americas Regional Partner Community Manager at Microsoft

Actively Seeking

Experienced, Customer Success Leader with strong Relationship Mgmt(CRM), Program/Product Mgmt and Technical expertise looking for next set of customers to obsess over.

20+ years of Account Management & Technical Support to Microsoft's largest Enterprise customers.

10+ years Program/Product Management experience with Microsoft Product Quality Groups. (SQL/IIS)

Strong passion for supporting customers thru technology's innovations while looking to learn something new every day!

17 years working directly for Microsoft in all areas of the SDLC (Software Development Lifecycle).

Key Career Milestones:

Entered Microsoft delivering Technical Support to Developers (APIs/SDKs) & Enterprise Messaging (Exchange).

Next, 6 years experience providing Global Technical Account Management at Microsoft as a member of 1st team of TAMs within Microsoft's Enterprise "Premier" Support "start-up" unit.  (lots of ambiguity, mentoring new TAMs, development of new processes/workflows.  Every year, I earned top Customer Satisfaction Reviews while growing my accounts.

9+ years of Program/Product Mgmt w/Microsoft's Product Groups (SQL & IIS) w/collaboration of Service Delivery.  Last area in the SDLC.  Ending achievement - delivered customer driven self service content model!

Next, as East Region, IT Manager for Atlas Copco. Global Company headquartered outside the US.  I was curious and learned - "what keeps a company in operation for over 138 years?"

At Autodesk, as Support Account Mgr, gained unique business knowledge within new industries - Architecture, Manufacturing, Media/Entertainment.  Showcased Customer Success Skills thru Multiple large, complex software deployments (Cloud & Saas) including licensing/token management.

Today, I'm seeking my next opportunity.  Looking forward to learning a new set of customers, technologies & collaborating to solve their most important challenges!

Thank you for taking your time to read about me, I truly appreciate it!

Customer Success Manager/Technical Account Manager/Program Manager

Career Break

Completed Entrepreneurial and Personal Projects complex in nature, required an extensive amount of time and research.   Several projects had been on my "bucket-list" for years.  Others, required me to jump in and take charge in areas I had never expected to.

Each Project required, research, scope, development of project plan, delivery and a review of what could have gone better.

I developed knowledge in several areas outside my technical expertise.  

At the conclusion of each project, people I collaborated with provided extremely positive feedback.

Additional comments that made me happy where around my ability to quickly learn the ropes, roll-up my sleeves and dig-in.

I learned many new things, I helped people I never expected to and I learned that my experience applies to almost anything in life.

     (If you are still reading and are curious, reach out to me.  I'll happily share)

Project Manager

Autodesk

Work Location - "Remote"  Worked Remotely from home in Charlotte, NC and Onsite at Customer Locations.

Single point of contact internal and key customer sponsors within Enterprise accounts, drive post-sale account management customer relationship development, and value delivery.

Utilize combination of industry knowledge, business strategy expertise, technical expertise, and account management to ensure accounts innovate quickly to gain an advantage in the marketplace.

Build positive relationships, demonstrate technical knowledge, plan and execute on the Customer Success Plan (CSP) to ensure broad adoption of Autodesk solutions.

Identify opportunities for growth and accelerate adoption of new solutions by helping prioritize projects/support activities that deliver the best ROI for Enterprise customers' investment.

Provide strong cross group collaboration - proposal through delivery to translate customer business & challenges into solutions based on Autodesk products & services.

Develop/maintain close relationships with key management sponsors within Enterprise accounts (from key users to CXO) while being "known" as "the" trusted advisor to the customer.

Active experience in "all" areas of Service delivery, customer success management, relationship management experience, technical support, and SaaS.

Utilized excellent communication and presentation skills while using humor when appropriate to maintain a positive delivery.

Utilize 20 years of experience in technology services with large enterprise and global customers on the desktop, in the cloud, as a service and or any combination while maintaining a desire for continuous learning and growth.

Innovative, enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers.

Strong understanding of Software-as-a-Service (SaaS) customer management and software licensing models.

Customer Success Manager/Support Account Manager

Atlas Copco USA

Location -  In the Office at Rock Hill, SC location.  Occasionally, Work from Home.  Onsite work from Atlas Copco, Chicago Pneumatic, Beacon Medaes and other locations and acquisitioned companies.

IT Manager for USA East Region for all Atlas Copco US companies.

ITIL based Service Desk Manager, IT Customer Service Manager, IT Escalations Manager for East Region.

Managed Customer Satisfaction with IT Partners, Atlas Copco companies from all levels of Management to C-Level Exec.


Managed several projects with Domain Experience IVR and Contact Centers technologies as well as cloud based/SaaS Solution Offering.


Recruited and Service Deliver Direct Support Staff


Managed  Several Domain experience with IVR.

Managed direct reports on Service Desk Teams

IT Manager - USA East Region

Microsoft Corporation

Employed directly by Microsoft for 16+ years.

Work Locations included:  In the Office, Work From Home and On-site at Customer locations within United States.

Held multiple positions within:  Service Delivery, Enterprise, Developer and Content areas.

 “5+“ years Technical Account Manager  - Global Enterprise, US Enterprise, & Developer Customers.

Top Skills:  CRM Relationship Management, Enterprise Software, SaaS, Cloud computing, Software License Management, Customer Retention, Customer Growth, Customer Satisfaction, organizational, communication, project management, negotiation, and problem solving skills.

Demonstrated and Utilized the Following Competencies:
• Cross-Boundary Collaboration 
•  Impact and Influence 
• Analytical Problem Solving 
• Building Customer/Partner Relationships
• Customer Retention Growth and ROI
• Product & Technology Expertise 

Certifications:
• Microsoft Certified Professional Systems Engineer, Windows Server 2003.
• ITIL v3 Foundation Certificate. 

Premier Technical Account Manager (TAM):  (5+ Years)

Acted as business advisor to Microsoft's Premier Support customers, providing Premier Services aligned to the customer's priorities in order to maximize the business value of their Microsoft investment. 
Actively developed and nurtured strategic relationship with key stakeholders within Enterprise customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals.

Substantially grew accounts in revenue, services and references.

Successfully managed services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services. 

Other Positions Held -  Global TAM, Dedicated TAM, Content Program Manager, Content Business Manager, Technical Support Engineer - Messaging, Technical Support Engineer - Gateways, and Developer Support Engineer.

Global Technical Account Manager/Program Manager/Technical Support-Developer & Enterprise Messaging

High Energy Program Manager/Community Manager looking to leverage past experience & expertise to find next set of Partners, Customers, & Projects to be devoted to.  My Energy comes from Gratitude.  
My passionate, curious nature strides to learn something new every day. 
Comfortable balancing multiple executions across simultaneous projects.  
Enjoy collaboration & relationship building. 
Thank you for taking the time to read this and I hope to have an opportunity to work together in the future.  
Hope you have a great day!

taplio

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Jeremy Donaldson 🤝

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