Versapay

On the software service success team. Our platform helps businesses streamline everything from invoice presentment to cash collection, combining automated payment reminders, cash application, and payment processing in one collaborative solution between AP and AR teams. As a registered payment facilitator, we manage payments directly, and our platform integrates with all major ERPs to deliver a ture end-to-end AR experience.

Enterprise Customer Success Manager

Scribe

Joined Scribe during a period of startup hypergrowth, as they expanded their user base from 1 to 3 million and scaled from 30 to over 100 employees.

Managed some of Scribe’s largest enterprise accounts through the full customer lifecycle; from onboarding to renewal, while adapting CS processes to support rapid scale.

Delivered 112% Net Revenue Retention by driving onboarding excellence, executive alignment, proactive enablement, and deep product adoption that translated to tangible customer outcomes.

Led enterprise customers through complex SKU and pricing migrations, driving upsells and increasing product stickiness during a high-velocity go-to-market pivot.

Partnered cross-functionally to resolve escalations, close adoption gaps, and address revenue-impacting risks, while balancing agility with long-term strategic planning.

Thrived in ambiguity and constant change, helping shape CS operations as the customer base and internal systems matured, at a wild pace.

Lucid

- Managed 30, Fortune 500 customers - 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, Fortune 1000 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 🧬

From a concrete finisher to tech, the hustle hasn't stopped as 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: 'old school' PE owned companies, late-stage pre-IPO orgs, and the fun chaos of early-stage startups. 

No preference - give me a solid product, good team and great leader and we'll make the best of whatever we got brewin. Business is simple at it's core - navigating the complexity is the only true chore.

Outside of work I maximize life with every opportunity that I possibly can. Life is beautiful. I love snowboarding, rock climbing, bicycling, photography, music, art, motorcycles, off-roading, hiking, and camping.. ideally with my family along for the ride. I'm deeply embedded in the community around all of those passions, and also, hhhhugeee on good food. 

What are you into?

Taplio

Mike L.'s Linkedin Analytics

What is Mike talking about?

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Mike L.'s Linkedin Analytics

What is Mike talking about?

Want to drive more opportunities from LinkedIn?

Mike L.'s Linkedin Analytics