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 🤝

ClimateSuccess

Partnering with purpose-driven organizations to accelerate their customer success, drive adoption, and fuel revenue growth. Applying my expertise in SaaS customer experience and account management, I help teams align their GTM strategies to maximize retention, scalability, and mission impact.

Principal Advisor

Pavilion

Executive Member

Climatebase

Participating in Cohort 5 of the Climatebase Fellowship, a climate career accelerator designed to help ambitious mission-driven professionals contribute to solving the climate crisis, build a career in climate work, and start their own projects and ventures.

Climatebase Fellow

Community Brands

Lead the teams responsible for ensuring a high quality customer experience at Community Brands in the K12 division from pre-sales to renewal.

SVP, Customer Experience

Responsible for managing the business of the solutions serving K12 schools in the US at Community Brands. This includes providing the leadership for a matrixed organization across Sales, Customer Success, Marketing, Product, R&D, and Operations.  Our goal is to exceed the expectations of our customers (independent and private schools across the country) and help them innovate to use the best technology to meet the needs of their families and students and run their business in the education space. Our solutions span across every stage of the student life cycle including Admissions, Enrollment, Financial Aid, Tuition Management, Student Information Systems, Fundraising, and the Business Office.

General Manager

Civitech

I led the customer success strategy for Civitech's clients, partners, and volunteers ensuring that they were successful with our solutions. This included a diverse set of products and activities across all phases of our client's life cycle. It was a honor to deliver these solutions for non-profits, candidates, activists, and local/state governments to ultimately improve government services.

Chief Client Officer

Khoros

I led two teams that are part of the Customer Success organization at Khoros (Spredfast + Lithium). 
One team is a group of experts in designing, managing, delivering, and measuring proactive, one-on-one, interactive product coaching. Through these sessions, our team enhanced user knowledge, increased adoption, and improved overall customer success. I was responsible for leadership of the team including: optimizing reach, monitoring effectiveness of the program, and the team's professional development. 
Additionally, I worked with a team of Customer Success Managers (CSM) covering a foundational tier of our customers building out scalable programs to help these brands fully benefit from the Khoros solutions. Our work included monitoring customer health and adoption, considering opportunities for expansion, and identifying emerging risks in each CSM's portfolio.

Sr Director, Customer Success

Managing a team responsible for customer success, retention, and growth. I am responsible for ensuring our team understands enterprise customers' needs and goals and executes plans that ensure the success of their social marketing strategy and business. Working closely with internal teams across product, services, marketing, and sales. Collaborating directly with my team and customers to understand their marketing and engagement goals and prescribe solutions based on my industry expertise and Spredfast solutions.

Director, Customer Partnerships

Managing a team of Customer Partners while balancing a portfolio of accounts that I am directly responsible for. I am responsible for ensuring our team understands our customers needs and goals and executes plans that ensure the success of their social marketing strategy and business.

Manager, Customer Partnerships

I work with Spredfast customers to ensure that they are utilizing the tools and services that we offer most effectively and ideate on ways to constantly innovate. Our social marketing solutions offer the best ways participate in conversations and amplify relevant content across any digital screens. Sourcing content from social networks and streams such as Twitter and Facebook, we allow brands, media, and retailers to create engaging experiences with their audiences and customers.

Sr. Client Partner

Blackbaud

Work with existing and new Blackbaud clients to vision/architect solutions with our Enterprise-level organizations; crafting creative membership and constituent list-building campaigns, architect strategies to convert constituents into donors to increase funds raised; build public awareness for an organization’s mission or cause through cutting edge online techniques; and drive participation in specific campaign activities.

Solutions Architect

Convio

Work with existing and new Convio clients to vision/architect solutions with our Enterprise-level organizations; crafting creative membership and constituent list-building campaigns, architect strategies to convert constituents into donors to increase funds raised; build public awareness for an organization’s mission or cause through cutting edge online techniques; and drive participation in specific campaign activities.

Senior Client Strategy Executive

Assist nonprofit organizations in using the best Internet technology solutions to build relationships and communication strategies with their constituents and supporters.

Lead Consultant, Technical Design Team

501c3cast Podcast for Nonprofits

I produced a podcast every other week for nonprofit professionals and volunteers.  Each week the show covered news and information from the charitable sector, interviews with leaders in the nonprofit world, and inspirational stories and quotes. As of 2012, podcast episodes have been downloaded more than 180,000 times.

Producer

Campus Management Corporation

I led a team that was primarily responsible for new client implementations including data planning & mapping, conversion, training, and onsite implementations of the Donor2 database package. Prior to the creation of our team, these tasks were managed within the support group so we were responsible for establishing best practices and processes within the group. I took a special interest in integrating business objectives into the technical design of the conversion and product configuration. While at Donor I also developed an employee inceptive and suggestion application to encourage participation and engagement throughout the team.

Manager of Professional Services for Donor2

At 15 years old, I accepted a summer job at a public day camp for kids with disabilities. That sparked my career path and a desire to always work in the service of others and to be a part of mission-focused organizations striving to improve the world. 

Throughout my career, I’ve cultivated a balance of technical, strategic, and creative skills. I’ve worked in startups across private, public, and nonprofit sectors and contributed to their growth and impact through data-driven and human-centered leadership.

My most notable achievements are in building programs and teams that inspire and support people to do their best work. That’s why I’ve gravitated to Customer Experience and post-sales revenue growth roles. I’m committed to merging business best practices with the possibilities of new innovation. I love working with passionate and creative teams building new solutions in fast-paced environments.

taplio

The Battle

Jeremy Donaldson 🤝

Corey Pudhorodsky

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