Hostaway

Hostaway is the market leading all-in-one tool for vacation rental property managers. The powerful SaaS property management software and Channel Manager gives you all the tools to automate and manage marketing, reporting, communication, payments, cleanings, pricing, and staff.

Chief Customer Officer

Unanet

At Cosential, following a $30MM private equity investment, I was brought on board to lead and expand the customer success teams. During my tenure, I implemented strategic initiatives that significantly enhanced operational efficiency and customer satisfaction. I played a key role in scaling the support team, optimizing processes, and driving customer retention.

Key aspect of my role involved training and mentoring Customer Success Managers to excel in critical performance metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Gross Dollar Retention, an expansion. This was achieved through a combination of effective coaching and consultative selling techniques.

I was a vital member of the executive team during a pivotal phase in the company's history – the acquisition of Cosential by Unanet. My contributions were instrumental in seamlessly integrating the business lines, ensuring a smooth transition and continued excellence in customer experience post-merger.

Vice President of Customer Success

ecig.com

As the co-founder and CEO, my tenure was defined by aggressive growth, strategic expansion, and a steadfast commitment to an unparalleled customer experience.

Lead the company up to the strategic acquisition of Vapor Supply and subsequent sale of the company to Turning Point Brands NYSE: TPB.

Chief Executive Officer

Hostgator.com

At HostGator, I led the significant expansion of our Customer Support team, growing it from a nimble group of 15 to a robust force of over 800 professionals within seven years. My role encompassed managing the daily operations of our customer support and success teams across Austin, Houston, India, Turkey and Brazil, with 10 direct managerial reports and over 600 indirect reports.

My focus was on driving performance to meet and exceed key performance indicators (KPIs). I'm proud to share that our team consistently outperformed targets in Net Promoter Score (NPS) and First Response Times, achieving above benchmark results for more than 90% of my tenure. These accomplishments were pivotal in maintaining high standards of service up until HostGator's acquisition by Endurance International.

I also played an instrumental role in the IPO process of Endurance International [NASDAQ:EIGI], contributing to a milestone in the company’s journey. This period marked a significant phase of growth and learning for me, as I navigated the transition from a startup environment to a publicly traded company, gathering invaluable experiences and insights along the way.

Sr. Global Director Customer Success

Manager of Customer Success

Linux System Administrator I

Experienced executive with over 20 years of expertise in strategic leadership and operational excellence within high-growth SaaS companies. Proven track record of scaling operations, accelerating revenue growth, and guiding organizations through mergers, acquisitions, and IPOs. Adept at building and transforming customer success, support, and professional services teams to drive outstanding business performance.

Taplio

Josh Loe's Linkedin Analytics

Josh Loe

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