Cristine Carpluk's Linkedin Analytics

I am a purpose driven Customer Success leader who is passion about building lasting customer relationships and I am committed on maximizing client retention and growth. I have a passion for coaching and building performance driven teams. I believe a key element of a successful Customer Success team is the people. I believe you need to invest in a great team and be available as a leader and a coach. I have experience in leading and growing a successful Customer Success team managing over 4,000 clients. In this role I have also worked closely with C-Level executives and board members in managing their needs and ensuring a successful product implementation within their organizations. -- I was a key member in the early stages of Diligent that helped bring our organization from a $10M ARR organization to an organization with ARR of ~$400M. -- During this time, I was able to maintain Diligent’s excellent reputation in customer satisfaction while building upon tools and efficiencies to be successful in a growing company. -- Worked closely with the VP of Product Development in the scoping of enhancements to our core product as well as the creation of new modules to support our client base. I brought key insight from working closely with the client base on helping to develop the right product for their immediate needs. -- Successfully expanded the Customer Success team to include specialist roles to assist with training and implementation and contract renewals. -- Formalized and standardized Quarterly Business Reviews across the Customer Success organization increasing onsite visits to increase product awareness. -- Directly supported and managed customer escalation process to ensure customer satisfaction and reduce churn. As VP of Customer Success, I worked to create excellence in Diligent's client implementations, award winning customer satisfaction and drove successful product upsell and cross sell. My team continuously achieved over 98% retention rate year over year.