Joey Vendetti

Self Employed

• Advised B2B SaaS startups on customer retention and adoption strategies, including onboarding, expansion plays, and RevOps processes.
• Led net new sales efforts for a digital marketing agency (Design In DC), while supporting ongoing account expansion.
• Partnered with founders to build customer intelligence frameworks and health scoring models, improving forecasting accuracy and reducing churn risk.

Independent Consultant

Dutchie

• Book of Business Management: Oversaw portfolio of enterprise clients, supporting cannabis retail chains in the US and Canada with POS systems, backend analytics, online payments, and e-commerce solutions, while mentoring dozens of CSMs and driving cross-functional initiatives to enhance customer success outcomes.
• Strategic Planning: Created and executed Joint Success Plans for enterprise clients, achieving 92% GRR / 115% NRR and driving adoption of financial services, e-commerce, and insurance solutions.
• Cross-functional Collaboration: Partnered with Product and Engineering teams using Jira to prioritize and track strategic initiatives, resulting in significant improvement in feature adoption and customer satisfaction.
• Data-Driven Insights: Utilized Salesforce and Looker to analyze customer data and provide actionable recommendations, increasing platform engagement by 15% and accelerating Time-to-Value for clients.
• Customer Enablement: Designed and delivered enablement programs tailored to client objectives, fostering seamless product adoption and reducing onboarding friction.

Customer Success Team Lead (remote)

Greenbits (a Dutchie company)

• Acquired by Dutchie in March, 2021.
• Process Development: Developed and implemented internal processes and Salesforce dashboards to capture the Voice of Customer and relay insights to the Executive team, leading to significant feature enhancements.
• Team Training: Trained over 20 Dutchie Customer Success Managers on Greenbits products and best practices for handling complex customer interactions, ensuring a smooth integration post-acquisition.
• Recruitment and Onboarding: Led the recruitment, onboarding, and training of three Customer Success Managers during a merger of three companies. Provided ongoing mentorship, ensuring high-performance standards and team growth.
• Customer Retention: Implemented effective processes to reduce customer attrition, cutting monthly churn rates from 2.5% to below 1%. These efforts were instrumental in supporting growth and retention.
• Cross-functional Collaboration: Spearheaded data-driven projects aimed at phasing out outdated product lines and facilitating smooth customer transitions, collaborating effectively across departments.
• Tiger Team Leadership: Served on a cross-functional Tiger Team, relaying VOC insights, prioritizing feature requests, and addressing bugs. Provided data-driven insights to Executive Leadership, shaping the product roadmap to align with customer needs.
• Data Analysis: Leveraged advanced data analysis techniques using Tableau to extract insights and craft strategic recommendations for clients, strengthening client relationships and guiding them toward sustainable growth.
• Client Training: Provided training and guidance to major chain cannabis retail operations, conducting in-depth performance analyses across diverse regional markets to optimize investments and ensure superior returns.

Manager of Customer Success (acquired by Dutchie) (remote)

SmartDrive Systems

• Acquired by Omnitracs in September, 2020.
• Acquisition: Contributed to the successful acquisition of SmartDrive Systems by Omnitracs through effective customer relationship management and strategic program execution.
• Account Management: Onboarded, expanded, and renewed a $5M+ portfolio, including Amazon ($2M ARR) and other top strategic accounts, achieving 100% retention and double-digit ARR growth.
• Quarterly Business Reviews (QBRs): Conducted on-site and virtual QBRs with executive teams, leveraging data to demonstrate ROI, increase product adoption, and present new technologies for expansion.
• Strategic Program Management: Oversaw strategic program management, coordinating with project managers and data analysts to ensure the successful implementation of customer success initiatives.
• Cross-functional Collaboration: Collaborated with heads of engineering and product management on a task force focused on the rollout of new technologies, relaying feedback from beta customers and preparing products for general availability.
• Mentorship: Mentored numerous SMB to Mid-Market Customer Success Managers, sharing best practices and driving professional growth within the team.

Strategic Customer Success Manager (acquired by Omnitracs)

SheerID

• Account Management: Directed the comprehensive management of onboarding, upselling, and renewals for a portfolio encompassing 45 clients, valued at over $5 million in Annual Recurring Revenue (ARR).
• Sales Performance: Spearheaded company-wide sales efforts, achieving the highest sales performance in Q4 2018.
• Revenue Growth: Delivered consistent quarter-over-quarter growth, exceeding 25% in ARR within my client base.
• Data Utilization: Leveraged Salesforce and Looker data to deliver actionable insights to clients, driving informed decision-making and strategic planning.
• Quarterly Business Reviews: Conducted on-site visits for Quarterly Business Reviews (QBRs), presenting data, fostering deeper client engagement, and expanding organizational penetration.
• Strategic Counsel: Offered strategic counsel to clients on customer acquisition strategies, leveraging extensive expertise in e-commerce and online marketing, while aligning our product suite with their strategic objectives.
• Product Feedback: Maintained regular communication with the Product team, facilitating the transmission of feature requests and customer feedback to drive continuous product enhancement.
• Marketing Collaboration: Collaborated closely with the Marketing team to develop compelling case studies and identify suitable candidates for the Customer Advisory Board (CAB) program.

Enterprise Customer Success Manager

PayScale, Inc.

• Account Management: Tasked with the comprehensive management of onboarding, upselling, and renewing a substantial $4MM book of business, achieving an outstanding 110% net retention rate.
• Executive Coaching: Coached HR executives on payroll and total rewards planning for global teams, empowering them to surpass organizational objectives and drive strategic initiatives forward.
• Consultative Approach: Expanded organizational reach within client companies by employing a consultative approach to enhance the integration and utilization of PayScale products, thereby increasing customer loyalty and product adoption.
• Customer Journey Management: Oversaw the end-to-end customer journey, encompassing onboarding, Quarterly Business Reviews (QBRs), expansion opportunities, and contract renewals, ensuring seamless experiences and fostering long-term partnerships.

Planet Earth

I took some time to travel the world. On this adventure I traveled through 10 countries in 5 continents.

World Traveler

Intuit

• Churn Rate Reduction: Achieved a 33% reduction in churn rate during tenure as Customer Success leader, demonstrating a keen focus on customer retention and satisfaction.
• Team Leadership: Led the top-performing Customer Success Management (CSM) Team, ranking #1 out of 8 teams, driving renewals, expansion, NPS feedback, and overall productivity to exceptional standards.
• Customer Health Score: Developed a Customer Health score methodology, integrated into Salesforce. This metric empowered Customer Success, Support, Sales, and Marketing teams to drive expansion and retention efforts.
• Training and Development: Led comprehensive training for CSMs on consulting, Salesforce reporting, managing at-risk accounts, and growth strategies. Conducted regular one-on-one sessions to recognize individual strengths and provide targeted coaching on areas of improvement, ensuring continuous professional development and team cohesion.
• Voice of Customer (VOC): Cross-functionally gathered VOC insights, driving process enhancements and influencing strategic roadmap decisions to align with customer needs.

Manager of Customer Success

Demandforce

• Acquired by Intuit (2012)
• Award Recognition: Solely honored as the recipient of the 2012 Q3 "Client Services Star Of The Quarter" award and the esteemed "2012 Client Services Star of the Year" award.
• Strategic Counsel: Provided strategic counsel to clients regarding developing future E-commerce and online marketing growth strategies.
• Onboarding and Retention: Optimized customer onboarding with drip email marketing campaigns, webinars, and training programs, reducing time-to-value and improving retention rates.
• Executive Reporting: Regularly furnished detailed reports on key performance indicators (KPIs) and critical milestones to the CEO and executive leadership team every week.
• Team Leadership: Acted as one of two Senior Customer Success Managers overseeing and nurturing a team of eight CSMs.
• Client Inquiries and Training: Handled escalated client inquiries, conducted internal team training, and orchestrated internal webinar strategies, including comprehensive A/B Testing within Marketo, content optimization, scheduling, and collaboration with marketing leadership.
• Consultation: Provided consultation to clients on overarching marketing and business strategies, with a specialized focus on email marketing, social media management, and online brand presence.
• Account Management: Offered strategic guidance to SMB and Mid-Market "Red" accounts, ensuring optimal software utilization and mitigating potential cancellations.
• Webinar Outreach Strategies: Formulated advanced webinar outreach strategies, facilitating the expansion of Customer Support and Customer Success efforts into a scalable "One–To-Many" approach.
• Mentorship and Training: Mentored and trained Customer Support Representatives and Customer Success Managers to enhance team proficiency and effectiveness.

Senior Customer Success Manager (acquired by Intuit) ~  2012 "Client Services Star Of The Year"

• Website Development: Orchestrated website development initiatives with a primary focus on cultivating inbound traffic through a diverse array of techniques, prominently including Search Engine Optimization (SEO) and Search Engine Marketing (SEM).
• Business Coaching: Provided comprehensive business coaching services, offering strategic guidance and mentorship to enhance overall operational efficiency and effectiveness.
• Email Marketing Strategy: Formulated sophisticated email marketing design and strategy frameworks, leveraging industry best practices and innovative approaches to optimize audience engagement and campaign performance.
• Traffic Growth: Successfully increased website traffic and improved search engine rankings for clients through targeted SEO strategies and effective SEM campaigns.
• Client Collaboration: Worked closely with clients to understand their business objectives and tailor SEO and SEM strategies to meet their specific needs, driving measurable results.

SEO Consultant

Customer Success leader with 14+ years of experience driving retention, adoption, and growth for enterprise clients including Amazon and Adobe. I’ve scaled multimillion-dollar portfolios at high-growth startups, three of which were acquired, and specialize in success planning, expansion, retention, VOC programs, and Salesforce insights.

Senior Enterprise Customer Success Manager

•Successfully managed, expanded, & renewed a book of 17 Enterprise accounts with 125% retention rate.
•Leveraged relationship building skills to expand executive reach in the ever-changing cannabis industry; influenced large chains to transition from cash-only to accepting our alternative payments solutions and insurance options.
•Represented Customer Success dept on Tiger Team focused on prioritizing feature requests & resolving bugs; delivered data driven insights on customer pain points to Dutchie executive leadership, influencing product roadmap.
•Managed various projects focused on deprecating old product lines and influencing new product adoption.
•Excellent performance with QBRs, conference attendance/execution, expansion identification, and other CSM tasks.

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