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 🤝

KOI Technologies

Director of Customer Success

Leadership and Account Management:
• Heading Customer Success department (reporting directly to the CEO), across 20+ countries in 60+ Cites,
managing a team of 5.
• Grew the revenues from accounts by increasing total orders from 100 a day to over 400 rides a day.
• Manage the accounts, monthly Reviews and QBRs. Present performance data and ensure customer satisfaction.
Process Excellence and Customer Success:
• Achieved a remarkable process efficiency rate exceeding 97% and TAT of less than 24 hours through vigilant
monitoring and efficient team management.
• Planned and Implemented Processes for effective interdepartmental coordination.
• Spearheaded a noteworthy 70% increase in the adoption of our application.
• Improved Customer Satisfaction Score from 4.55 to 4.85.
• Significantly minimized operational errors to a marginal rate of 1.4% by collaborating closely with Operations
team.
• Trained and supported internal and external teams on the product usage.
Product Development and Implementations:
• Leading and Influencing the KOI portal developments and enhancements by working closely with the relevant
stakeholders.
• Directing product and app improvements.

Customer Success Manager - Global

Swvl

Process Excellence and Customer Success:
• Improved Ops and Processes that helped reduce resolution time of Client queries from 48 hours to 24 hours.
• Drove Customer Churn Rate reduction by 20% by ensuring timely delivery and managing risks related to finances,
delivery, and schedule by optimizing processes.• Upselling by identifying and closing opportunities within customer’s environment.
• Contributed to driving market sales by enabling Sales team with product (tech
platform) demonstration, client requirement gathering and driving CRM hygiene.
Product Development and Implementations:
• Ensuring product readiness and managing and coordinating with all stakeholders to ensure
timely and successful launch of clients.

Sales Enablement | Customer Success |  TaaS

Coforge (erstwhile NIIT Technologies)

Key Account Management & Growth:
• Oversaw the operational activities of major accounts in the region.
• Ensured timely delivery and managed risks related to finances, delivery, and schedule.
• Worked with the stakeholders and provided them appropriate insight into issues and
opportunities associated with their accounts, input into customer/portfolio plans and other sales initiatives.
Data Analysis
• Provided analytical insights into the sales planning and order fulfillment processes to the stake holders.
• Sales Enablement activities for the company, to ensure meeting of the targets.

Sr. Executive (Sales & Operations)

ThinkDirect Consulting

I managed the end-to-end delivery of complex client projects for this boutique business consulting firm. Conducted market research to determine project feasibility. Developed project requirements inclusive of statistical tables and charts. Project management in terms of task assignments and prioritisation, facilitation of project kick-off meetings to communicate roles and project expectations, Review projects’ progress and manage requirements, expenses and milestones. 
Contributed to projects which helped clients establish and grow their businesses in the KSA by finding a business partner, raising an investment, launching a business and obtaining a government project tender.

Projects Associate

Alshifa Healthcare Services Pvt Ltd

My key role was to implement and plan out marketing and business development campaigns in various international locations to highlight the company’s capabilities, support revenue goals and business objectives.
Conducted market research to gain insight on trends and monitor competitive activity.
Developed content and copy for marketing collaterals such as brochures, press releases and online content. 

*Major Accomplishments*
Drove the launch of services in Kenya and Tanzania.

Marketing Executive

Max Healthcare

This was a part of my MBA internship. The aim was to Study and Improve/Upgrade their Preventive Healthcheck Programe.
I performed competition profiling and prepared a map of comparison between the 2 major competition. Did a survey to obtain customer perspective and created/suggested a revised configuration of the product, and outlined a marketing strategy.

Marketing Intern

Customer Success | Process Excellence | Driving Revenue Growth and Business Expansion

My Story?
🚀 Dynamic and results-driven professional with a rich mix of skills developed over 7+ years' experience in the tech industry. Recognized for exceptional performance, meeting objectives and deadlines, and exceeding KPIs. Adept at building client relationships, guiding successful client journeys, and driving customer satisfaction.

📈 Leadership: Currently heading the Customer Success department at KOI Technologies, managing teams across 20+ countries and 60+ cities.
🔝 Process Excellence: Achieved remarkable process efficiency exceeding 97% and reduced resolution time to less than 24 hours. Spearheaded a noteworthy 70% increase in application adoption.
💼 Product Development: Leading and influencing KOI portal developments and enhancements, working closely with stakeholders, and directing product and app improvements.

✅ Customer Success Management
✅ Project Management
✅ Comprehensive Account Management
✅ Business Analysis
✅ CAPM Certified
✅ Data Analysis
✅ Product Development

🌟 I am driven by a passion for exceeding customer expectations and fostering long-term relationships. I value efficiency, collaboration, and continuous improvement in every aspect of my professional journey.

📬 Let's connect and explore opportunities for collaboration, discuss job opportunities, or network within the tech and customer success industry. 

Feel free to reach out via LinkedIn or email at nasreenahmad.apd@gmail.com. Your next success story starts here! 🚀

taplio

The Battle

Jeremy Donaldson 🤝

Nasreen Ahmad

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?