Senior Customer Success Leader leading Customer Success, Professional Services, and customer-facing revenue teams resulting in equity events and exits.

Awards
•	One to Watch in Saas, 2021 (The Future of SaaS)
•	Top 25 Customer Success Influencers & Strategists, 2021 (SuccessHacker)
•	Top 50 Customer Success Influencers, 2022 (SmartKarrot)
•	Top 50 Customer Success Pros to Follow, 2023 (Customer Success Cafe)
•	Top 100 Customer Success Influencers & Strategists, 2022 & 2023 (SuccessHacker)
•	Top 100 Revenue Voices on LinkedIn, 2023 (Sales Almanac)
•	Top 100 Revenue Voices on LinkedIn, 2024 (Sales Almanac)

Jeff Heckler

Canopy

Customer Success Manager

Semrush

-Facilitate 1:1 intro demonstrations to new clients of Semrush, provide training, and build rapport 
-Provide personalized guidance for effective setup of Semrush tools, advanced techniques for researching industry trends, and deliver actionable insights to inform strategic decision-making and drive tangible business results
-Consult and analyze client difficulties by identifying their specific business goals and delivering them custom solutions to achieve those goals through active utilization of Semrush’s software suite
-Create customized workflows and use of specific toolkits for each client based on their different goals and needs, and nurture their specific success plan throughout 3-month onboarding period
-Provide ongoing support and increase client retention through regular communications and demonstrations in order to support a positive SEO journey

-U.S. Onboarding Team Q2 Employee of the Quarter with 96% NRR and 2nd highest client expansion total
-Average 92% Net Revenue Retention of U.S. and Canadian market
-Average CSAT Review: 5/5

Client Success Manager, Onboarding

Unitek Learning

-Project and Partner Success Manager hybrid role
-Led projects for the largest healthcare provider in New Mexico and a leading healthcare provider in Fresno, CA to deploy nursing programs to recruit and retain staff
-Reduced project management workflow by 30%

Partnership Success Manager

Anagram

-Managed 15+ enterprise and strategic vendor partnerships
-Advised on internal partner collateral organization
-Assisted with collaborative client strategies to drive optometrist and eye doctor adoption
-Liaison between internal sales and support teams and partners 
-Attended industry events

Partner Success Manager

Penn Foster

-Managed workforce, government, and youth organization channels
-Oversaw 2 Client Coordinator direct reports
-Developed and maintained client best practices and operations manual
-Created and revamped client training for seamless onboarding and adoption
-Delivered new client and staff onboarding training on-site and virtually
-Responded to RFQs and submitted RFPs to become state approved education providers
-Collaborated with internal teams for product and policy updates
- Facilitated and delivered client QBRs

-Averaged a 95% retention rate 
-Grew channels from $120k to $5 million in revenue
-Speaker at student graduations and department of labor conferences

Client Success Manager

Integrated Capital Management, Inc.

-Frontline business development and support for financial advisors
-Align and recommend proprietary investment portfolios geared towards client’s financial goals
-Execute trades on behalf of clients 
-Assist senior staff and leadership with marketing initiatives and event collateral 
-Conducted 50 cold calls per day and email outreach

Investment Specialist

-Managed government and workforce channel 
-Lead upsell and cross-sell initiatives for new or expanded program offerings
-Provided new client onboarding training on-site and virtually
-Facilitated and delivered client QBRs

Senior Customer Success Manager- B2B

-Conducted business development outreach via phone, email, and industry events
-Assisted in growing channel by 125% in first year
-Grew opportunity youth partnerships by 233% in two years (15 to 50)
-Updated and maintained client operations manual
-Collaborated with support team manager on best practices and client needs for 24 hour ticket response time

Partner Solutions Manager- Workforce and Government

-Managed a team of 4 evaluators
-Assisted colleague in building evaluation platform to reduce evaluation time by 75% and 90% efficiency
-Presented analytics to leadership monthly, quarterly, and yearly
-Averaged over 5,000 high school transcript evaluations weekly
-Developed and maintained new staff onboarding guide
-Delivered new staff onboarding training

Transcript Evaluator

-Business to consumer inside sales
-Advised prospective students and assisted in enrolling new students in high school, career, and college programs
-Consistently a top seller on team and within the department

Admissions Specialist

I am an experienced Client Success professional with nearly a decade of experience serving partners in the Digital Marketing/SEO, SaaS, EdTech, HealthTech, Post Secondary and Higher Education spaces (respectively). Some ask why I have tried different roles across various industries. Simply put - I love to learn and embrace new challenges to find areas for improvement/growth. 

I have extensive experience in project management, program implementation and training, client relations and support. Some of my proudest accomplishments include launching a new student platform and administrative LMS, integrating a third-party proctored exam service, assisting partners obtain additional grant funding, building and launching customized products, and training internal and external teams on new processes. 

I have also built strategies driven by analytics and held quarterly business reviews with internal and external stakeholders that have resulted in sustainability and growth. 

My passion revolves around client success, helping others, and finding solutions. As mentioned above, I love challenging myself and learning new things - having obtained a Bachelor's in Education, Master's in Business Administration (MBA), and completed a full stack software engineering bootcamp (certificate) program.

taplio

The Battle

Jeff Heckler

Benjamin Pozniak, MBA

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