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 🤝

Farmácias APP | Delivery | By GrupoSC

- Implantação da ferramenta Sensedata;
- Implantação da ferramenta Looker Studio para análise de dados e criação de dashboards com visões do negócio para a área de Customer Success;
- Realizar reunião de performance com os clientes;
- Realizar acompanhamento de performance com o uso de ferramentas como Sensedata e Looker Studio;
- Realizar configuração do marketplace do lojista;
- Confeccionar relatório de performance do lojista;
- Apoiar a área de atendimento para demandas de negociação e suporte quando necessário;
- Apoiar o time comercial para demandas de negociação junto ao lojista;
- Atuar com o lojista quando houver dúvidas e dificuldade com o painel do marketplace;
- Realizar treinamento e reciclagem de uso do painel;
- Redução de taxa de cancelamento dos pedidos realizados no aplicativo;
- Realizar consulta no SAP para comprovantes financeiros;
- Utilização da ferramenta Sensedata para acompanhamento de clientes;
- Análise de dados e relatórios de desempenho dos clientes na plataforma;
- Utilização e criação de indicadores através de ferramentas como Looker Studio, Power BI e Sense Analytics

Analista de Customer Success Pleno

Bitis Software

- Onboarding e Ongoing de novas contas;
- Criar indicadores da área de Customer Success;
- Controle de inadimplência, cancelamentos e avaliações;
- Realizar análise e fluxo de processo das atividades;
- Apresentar relatórios gerenciais para a Diretoria;
- Realizar pesquisas de satisfação com os clientes;
- Realizar a implantação do sistema nos clientes de forma remota;
- Gerar relacionamento com os clientes da carteira;
- Identificar pontos de dificuldades e melhorias no uso do ERP junto aos clientes;
- Realizar inativações dos clientes;
- Reduzir Churn da carteira;
- Realizar follow-up dos clientes de toda base;
- Desenvolver treinamento automatizado via vídeo;
- Benchmarking;
- Relacionamento com outras áreas e operações da empresa;
- Aplicação de NPS e CSAT;
- Criação de dashboards no Data Studio com visões do negócio;
- Trabalhar com orientação a dados através de ferramentas como Mix Panel e Google Analytics;
- Análise de dados para tomada de decisão;
- Up-sell, Down-sell e Cross-sell
- Trabalhar com CRM;
- Trabalhar com G-suite.

- Priorizar atendimentos dos clientes; 
- Analisar demandas dos clientes;
- Realizar visitas a clientes;
- Realizar atendimentos de transporte e logística via Service Center, E-mail e telefone; 
- Acompanhar treinamentos junto ao cliente presencial ou de forma remota;
- Criar indicadores e relatórios de gestão de relacionamento;  
- Controle de tickets de atendimento por cliente;
- Controle de SLA; 
- Negociação de demandas com clientes; 
- Apresentar indicadores e andamentos dos projetos aos clientes;
- Organizar a carteira de clientes; 
- Agregar valor e proporcionar o sucesso do cliente;
- Realizar atendimento diferenciado e ser referência no cliente.

Key Account Manager

Universidade Estadual de Ponta Grossa

- Realizar treinamentos sobre ferramentas de gestão para os estagiários; 
- Auxiliar em eventos realizados pelo Centro de Educação Empreendedora; 
- Realizar atividades comerciais relacionadas aos projetos.

Voluntário

- Gerenciar o projeto Escola de Líderes Shadow e Real Challenge; 
- Realizar atividades administrativas; 
- Prospectar parceiros para os projetos do CEE, realizando trabalho comercial; 
- Realizar reuniões e apresentar os projetos nas empresas;
- Fornecer consultorias para acadêmicos que tenham interesse em empreender;
- Delegar e fiscalizar o andamento de projetos e desempenho individual da equipe;
- Realizar reuniões semanais com todos os membros, áreas e projetos;
- Fiscalizar a gestão financeira do CEE; 
- Realizar licitações para o órgão; 
- Reportar todos os processos e ocorrências para os professores coordenadores.

Gerente geral

- Estruturar o Projeto Escola de Líderes Shadow; 
- Organizar todo planejamento para o semestre; 
- Realizar parcerias com empresas potenciais que possam abrir as portas para o projeto e contribuir com experiências para os acadêmicos;
- Formalizar parcerias para eventos relacionado ao projeto, buscando possíveis patrocínios; 
- Realizar processos seletivos de alunos que tenham o perfil necessário para o projeto; 
- Organizar ações de marketing; 
- Delegar atividades para outros membros da equipe, realizando reuniões semanais para alinhar as atividades semanais e as metas a serem batidas; 
- Realizar reuniões semanais com os gerentes de outras áreas.

Analista de projetos

AIESEC no Brasil

- Elaborar planos para divulgar a organização na comunidade acadêmica da cidade de Ponta Grossa;
- Ofertar programas de intercâmbio e outros programas que a organização tem a oferecer; 
- Ofertar oportunidades para os acadêmicos da cidade e como podem crescer dentro dela.

Relações externas

CAMPO JOVEM

- Organizar atividades de ensino pedagógico para crianças de 6 a 12 anos de idade;
- Executar atividades recreativas; monitoria das atividades; 
- Organizar as atividades de recreação; 
- Zelar pela segurança das crianças; 
- Trabalhar com equipe multidisciplinar.

Monitor de campo de férias

Graduado em Engenharia de Produção pela Unopar Ponta Grossa e Técnico em Logística pela mesma IES. Experiência em trabalho voluntário na organização AIESEC e participação no Programa Cidadão Global da AIESEC em Portugal. 

Trabalhei como Analista de Projetos Jr. no Centro de Educação Empreendedora (CEE), sendo responsável por realizar parcerias com empresas, otimizar o processo de seleção dos candidatos, melhorar o relacionamento entre empresas e o CEE, sendo responsável pela equipe e suas atividades. Após um semestre fui efetivado como Técnico Administrativo do Centro de Educação Empreendedora e Gerente do CEE, gerenciando todos os projetos como o Real Challenge e Projeto Shadow. 

Trabalhei como Key Account Manager na empresa KMM, junto com a equipe de Customer Success, gerenciando a carteira de clientes Bronze e Silver, e após iniciei como Analista de Customer Success na empresa BITIS Software, implantando a área de Customer Success na BITIS com processos e acompanhamento de KPI da área.

Atualmente trabalhando como Analista de Customer Success no Farmácias App, atuando diretamente com os clientes através de relacionamento e uso de KPI's para uma melhor perfomance dentro da plataforma.

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Jeremy Donaldson 🤝

Felippe Shigueyuki Ichi

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