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 🤝

ServiceNow

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow, allowing employees and customers to be more connected, more innovative, and more agile. We can all create the future we imagine. The world works with ServiceNow.

Senior Customer Success Manager

Member

Mindful-Eco

Educate consumers on the value and benefits of eco-friendly and sustainable packaging. Develop full sales cycle strategies to ensure value delivery, customer retention and advocacy. Act as a trusted advisor for customers on state laws and requirements for food safety and food packaging. Manage new product development and supervise domestic and international supply chain.  
•	Expand revenues by 10% YoY through customer acquisition, upselling and expansion strategies. 
•	Increase customer base by 25% from lead generation, networking and customer referrals.  
•	Maintained a 95% retention rate through demonstrating and delivering value, strong relationship building skills, exemplary customer service and by cultivating brand loyalty.

Business Consultant

Eastland Food Corporation

Managed the Mainstream and Convenient Store divisions for a premiere Asian food & beverage manufacturer/distributor. Created and aligned business strategies across all business units to generate leads, increase conversion, maximize CLV and ensure retention across all channels. Developed traditional and digital marketing campaigns to communicate value proposition and highlight product/service differentiation. Formulated success plans for account teams and customers to achieve desired strategic outcomes. 
•	Managed a portfolio of business valued over $8 million with consistent YoY growth.
•	Promoted to manage two divisions within first six months after increasing revenues in Mainstream Division by 13.7% over target and 57% over previous year by leveraging upselling/expansion strategies.
•	Trained and coached over 100 account managers (internal, third party and client teams).
•	Maintained a high level of employee and customer retention through advocacy and strong communication and high engagement relationship building skills.
•	Established a Wellness Program for employees by offering free meditation and kickboxing classes.

Marketing Manager - AMG Division

FGX International

Managed a team of over 40 field specialists covering over 300 major retailers for the #1 domestic sunglass company and #1 reading glass company in the world. High engagement client facing role, cultivating relationships with C-Suite and retail-level management to identify sales opportunities and build value for FGXI products across all channels. Worked cross-functionally with Director of Sales, marketing and design teams to improve operational efficiency and deliver ROI for key stakeholders.
•	Led team in achieving the largest sales units in the nation by territory.  Over 1 million units sold annually increasing by an average of 10% YoY by resolving pain points, managing inventory levels and strategic product and POP placement.  
•	Maintained the highest employee retention rate in the region with a retention rate of 93.9% through employee advocacy, effective hiring, onboarding and professional development strategies.

District Manager

Mosaic Sales Solutions

Managed and led a team of over 100 field sales and experiential marketing specialists for high profile product launches in the consumer electronic, telecommunication, music and movie industries.Recruited, onboarded and created success plans for teams in order to deliver maximum value to Enterprise clients and end consumers. Achieved top KPI’s across multiple categories ranging from units sold, number of activations, gross revenue and employee retention. Partnered and consulted with key stakeholders at Fortune 500 companies such as Best Buy, Sony, HP, Dell, Microsoft, Samsung, Kodak, AT&T, Verizon, Sprint, Disney and Warner brothers to ensure delivery of value and ROI.  
•	Led 5 Districts into the “Top 20” in nationwide sales for the Samsung Galaxy Tab 10.1 in 2011
•	Consistently led 5 Best Buy to the Top 10 media stores (by units sold and sales volume) in the nation from 2005-2011
•	Led the nation in highest number of new wireless activations each quarter from 2003-2005 through properly qualifying customers, upselling and expansion resulting in increase ARR and NRR. 

.

District Sales Manager

Arch Wireless Inc.

Managed a portfolio of business with an ARR over $3 million consisting of Enterprise and Federal Accounts for the largest paging company in the nation. Provided onboarding and technical assistance for customers. Assisted sales team in upselling and expansion opportunities as well as managed account renewals.

National Account Manager- Enterprise and Federal Accounts

I am dedicated to helping grow companies through an outcome-driven and customer-centric approach. I am empathetic by nature, I have an intrinsic motivation to help others and I believe in cultivating meaningful and long lasting relationships with both my teams and my customers to help empower them to achieve their respective goals. 

My relationship building skills and experience managing the full sales cycle (in multiple industries and verticals) provides me with the insight and ability to identify opportunities to align and collaborate across different business units, mitigate risks, problem solve, drive retention and build and deliver value along every step of the customer journey.      

I am passionate about mental health, fitness and public safety and in my spare time I work as a personal trainer and a coach for a mixed martial arts gym in Northern Virginia with a strategic focus on youth development and women's self-defense. I find it very rewarding leveraging my experiences in psychology, my time as a Buddhist monk and competitive fighter to prepare my students both mentally and physically for success inside and outside the ring.

Customer Success Management | SaaS | PaaS | Enterprise Account Management | B2B Sales | B2C Sales | Relationship Management | Executive Business Reviews | Executive Presentations | Cross Functional Leadership | Onboarding | Business Analytics | Conflict Resolution | Risk Mitigation | Change Management | Expectation Management | Client & Staff Retention | Upsell | Expansion | High EQ

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The Battle

Jeremy Donaldson 🤝

Jack Apibunyopas, MBA

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