Scribe

Joined an extremely high growth startup to help manage their largest enterprise accounts. Initially focusing on traditional CS outcomes and enablement within a focused portfolio. The role evolved from traditional customer success to an account management position across large volume of accounts. Maintained onboarding/implementation, success planning, adoption and renewal responsibilities while driving commercial growth initiatives and new sales-focused KPI's forecasted/reported weekly to CRO.

Enterprise Customer Success Manager

Lucid

- Managed 30 Enterprise (Fortune 500) Accounts - Total book = 3.9M ARR
- Net Revenue Retention Attainment: Exceeded Goal 
- Expansion Attainment: 96% (Total Goal: $1,645,295 - Total Actual: $1,588,839)
- Awarded CSM of the Year - FY23 

Key Accomplishments:

- Demonstrated ability to develop and maintain strong relationships with enterprise-level global customers, resulting in a customer retention rate of 97%

- Proven track record of tenacious discovery leading to executive relationships, identifying customer pain points, providing solutions, and increasing customer engagement through a wide facet of proactive engagement/enablement opportunities leading to delivered outcomes through onboarding to renewal.

- Created tailored enablement programs for each customer, customizing the approach based on their specific tier placement. Through regular enablement workshops and syncs, I ensured that high-touch accounts received the personalized attention they needed to maximize their success. Additionally, I implemented asynchronous development initiatives and harnessed automated success plays for customers in lower touch tiers, optimizing their experience while efficiently scaling success.

- Successfully managed a portfolio of high-value accounts with a combined annual revenue of $4 million, consistently meeting or exceeding quarterly renewal and upsell targets.

- Developed and executed customized post-onboarding plans for new enterprise customers, resulting in quick time-to-value and an increase in adoption rates/integration usage.

- Collaborated with cross-functional teams, including sales, professional services, solution consulting, product, and support, to ensure customer success and provide a seamless customer experience.

FY Individual Results: 
- Managed 50 accounts, with $80k+ ACV, totaling $4.2M-5M ARR.
- Net Revenue Retention Attainment: Exceeded Goal 
- Expansion attainment, with $2,511,250 / $2,017,012.
- Promoted to Enterprise due to proven track record of consistently exceeding revenue targets, retaining and growing customer accounts, and effectively managing complex, strategic relationships. My strong collaboration with cross-functional teams, deep product knowledge, and ability to negotiate and close larger deals. Additionally, I demonstrated adaptability, a commitment to ongoing learning, and a dedication to delivering exceptional customer outcomes.
- Successfully managed 50 accounts, effectively enabling customers in diverse stages of their journey by implementing a comprehensive segmentation strategy. Leveraging key data points such as Spend, Adoption/Allocation, and Risk factors, Skillfully segmenting these accounts into High, Medium, and Low touch tiers.

Responsibilities:
- Increased retention through product adoption and acceleration.

- Mitigated churn by proactively evaluating the health of key accounts and taking the correct actions.

- Drove growth and expansion by continuously evaluating additional product fit for key accounts.

- Fostered relationships with new and existing customers, including coordinating integrations, managing account growth, assisting with new product adoption, and handling renewals.

- Led select client meetings, including KUI's, QBR, EBR, and renewals.

- Analyzed customer usage to form accurate forecasts and to have complete visibility into renewal and growth pipeline.

- Identified, clearly communicated, and managed risk throughout the year through proactive touchpoints and by taking the lead in developing resolution strategies with Sales.

- Helped discover, nurture, and translate customer feedback for product and internal process enhancements.

Customer Success Manager

NetDocuments

- Successfully performed full cycle sales process from discovery, demos, and closing. Resulting in +$630,387 increased revenue.
- Conducted initial discovery to understand clients' pain points with their current solution, leading to tailored solutions.
- Expertly performed product demonstrations to various stakeholders, including Managing Attorneys, IT Staff, and Office Administrators, resulting in increased buy-in.
- Collaborated with business development representatives to coordinate efforts and ensure prospecting activities met pipeline needs, resulting in a robust sales pipeline.
- Helped facilitate the standard sales process for an early-stage sales team, providing guidance and support.
- Proactively self-generated leads and actively prospected to keep the pipeline full, contributing to increased revenue.
- Managed relationships with Implementation Partners regarding development, engagement, and lead generation, resulting in successful partnerships.
- Developed and implemented several effective strategic prospecting plans, resulting in new business opportunities.
- Consistently used Salesforce and Clari to manage prospects and performance, contributing to accurate forecasting and reporting of pipeline.
- Delivered technical presentations that explained complex subjects to non-technical end-users, resulting in increased understanding and buy-in.

Account Executive

VFI Corporate Finance

VFI is a direct lender providing transactions $1M-50M+

- Prospect middle-market to Fortune 500 companies for potential financing requirements.
- Develop and maintain professional relationships with C-level executives across all industries.
- Organize and proactively drive account management from application through deal funding.
- Managed 500 leads per cycle using Salesforce Lightning.
- Average 140 cold calls and 19 presentations daily, as documented via Salesforce report.
- Acquire and analyze a company's two-year financial statements to determine LeaseRate.

Minimum deal size is $500,000 with 24-60 month terms.

Proposed on deals that exceeded $1.9 million of gross profit to VFI.

All proposals and monthly metrics are documented.

Jacobsen Construction

Jacobsen Construction 700MM Commercial Construction Company
- Concrete Preparation, Forming, Shoring, and Stripping
- Concrete Placement and Finishing
- Specializing in commercial projects, recognized for our work in the Unshored Elevated Slab on Metal Deck  Projects
-  Industrial Concrete Machining (Riders, Power Trowels,)
-  Vendor relations
-  Concrete Material Management
-  Team Lead of apprentices in Concrete Repair (Prep, Grinding, Patchwork, and Sealing) 
-  Structural Analysis and Remediation of Existing Structures
-  Busy Quarters including Back to Back 10-16 hour days
-  Project Safety / Hazard Identification and Resolution
- Working in the concrete trade is one of the few professions that comes close to the epitome of hard work. No amount of mental stress in SaaS will ever compare to physical labor in trade-work.

Concrete Finisher

Enterprise CSM with Sales 🧬

First, the fun stuff: I’m all about snowboarding, rock climbing, photography, music and art, motorcycles, off-roading, hiking, and camping.. ideally with my family along for the ride. Also, huge on good food.

Now, the work side of things: I’ve spent nearly a decade in customer-facing roles across the full revenue cycle my first three years as an AE, and the rest in post-sales customer success. My SaaS experience runs the gamut: legacy PE-backed companies, late-stage $200M+ pre-IPO orgs, and the chaos (and fun) of early-stage startups.

A lot of talk in CS about not being single-threaded in accounts. I've been thinking a lot about the flip side: Companies also can’t be single-threaded in how customers realize value.

If the only way a customer sees ROI is through the heroic work of one CSM, that’s fragile.

A friend at a startup recently asked me what that actually looks like. I’m not a product manager or a people leader, but here’s what I’ve seen work:

Product: Simple onboarding, feature nudges, in-app guidance (Appcues, Pendo, WalkMe).
Data: Success signals that surface gaps (“integration not connected,” “feature unused,” “no login in 30 days”).
Customer comms: Automated but relevant touchpoints:

Day 7: “One feature you haven’t tried”
Day 30: “Connect this integration”
Day 60+: “Here’s how you compare to peers” (this one is fun cause there's a lot of science backed conversions for this or validating they're set up and showcasing the impact that's happened so far) 

Think about the last B2C app you started using.
Easy to get going. Helpful nudges. Little insights that make outcomes better.

Nobody had to “manage” you. You were set up to succeed.

When value is built into product, process, and people, the hard work of trust is already delivered even without human interaction, directly in product. That foundation means renewal isn’t a last-minute scramble, it’s a natural milestone. From there, the CSM steps in as a true partner, already on good terms, paving the way for growth that feels inevitable.

What’s a product you use that’s a textbook example of embedding customer success into the journey?

Or corpo bs jargon aside...  simply: What apps are just so easy you keep coming back?

Mike Larson

Customer Success | Sales | Professional fun haver

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