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

Catalyst Software

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. 

Apply here: https://catalyst.io/coaching-corner

Customer Success Growth Coach

RingCentral

•	Drove customer success by aligning business goals with product capabilities, resulting in an 102% renewal rate and managing a portfolio of 85 accounts (totaling $10M in ARR).
•	Collaborated cross-functionally with Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering teams to relay customer feedback, evaluate churn risk, and proactively address dissatisfaction, ensuring customer retention and satisfaction.
•	Spearhead customer adoption initiatives, conducting regular cadences and reviews to maximize customer value and align platform adoption with business needs, while building and maintaining strong customer relationships at the executive level.

Customer Success Manager

California State University - East Bay

California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline.

Advisory Council, CX Program

Tenbound

•	Project-based consulting for small-business clients looking to establish their Sales Development and Customer Success teams (either internally or outsourced).

Customer Success Consultant (part time, project-based)

LUFT

Project-based consulting for clients looking to outsource support/success teams overseas, as well as Customer Experience Marketing strategies to drive new business in new emerging markets and countries.

Customer Success and Targeted Marketing Consultant (part time, project-based)

15Five

•	Customer Success Manager for 70 enterprise accounts for HR software company, comprising $3.5M in ARR. 
•	95% NPS scores from customers. 
•	90%+ customer retention quarterly.
•	Collaborated with sales, marketing, product management, implementation, customer support and leadership to ensure successful long-term relationships, retention, upsells, cross-sells, and customer advocacy opportunities.

Senior Customer Success Manager

Side

•	Onboarded 20+ new customers for real estate brokerage technology company simultaneously, comprising $5M in ARR. 
•	Improved implementation timeline 100% within one year by creating an implementation playbook, customer email templates, and Implementation Manager onboarding/mentorship program. 
•	98% post-implementation NPS scores from customers.

Senior Launch Project Manager

CoSo Cloud, an AASKI company

•	Account manager for over 30 strategic US Government agencies using Adobe Connect training software in a FEDRAMP managed services environment.
•	135% of quota for upsells and customer renewals year over year.
•	Managed $5 Million in ARR, increased adoption, upsell/cross-sell opportunities, and yearly contract renewals.
•	HSPD12-approved.

Upwork

•	Designed, implemented, and managed complex contingent-worker staffing programs for 20 high profile Enterprise-sized global accounts.
•	20% growth in GSV (Gross Service Value) quarter-over-quarter, average GSV exceeded $300K per month.
•	Worked cross-functionally with Sales, Solutions, Compliance, Legal, Marketing, and Recruiting teams to ensure client success, increased adoption, and guaranteed yearly contract renewals.

Engagement Manager

Sitecore

•	First Customer Success Manager hired for U.S. operations, spearheaded the creation and establishment of Customer Success processes, training documentation, Key Performance Indicators, and SLAs.
•	98% customer retention rate quarter-over-quarter while managing 900 clients in the United States and Canada in all aspects of Customer Relationship Management software and Digital Marketing initiatives.
•	Cultivated over $450,000 in up-sell opportunities with the existing customer base each quarter.
•	Recognized for top two up-sell growth globally amongst CSMs in FY15 (resulting in $150,000 new revenue for Q4).

taplio

The Battle

Jeff Heckler

Marc Sason, MBA, PMP

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