Jeremy

Highlights

► Drove a 13% increase in portfolio ARR by architecting expansion opportunities through strategic data coverage analysis (Cision Media, Blackbird.ai) and aligning platform capabilities to evolving client business outcomes.

► Successfully mitigated a significant renewal risk for a leading global pharmaceutical company, representing the largest Q4 renewal, by proactively managing executive expectations around the product roadmap and reinforcing long-term strategic value.

► Resolved critical onboarding friction for a major financial services client by navigating misaligned sales expectations, fostering cross-functional collaboration to deliver a no-cost solution and restore stakeholder trust.

► Accelerated TTV for a new department within a prominent national non-profit organization by developing and executing a targeted adoption and engagement plan, ensuring rapid value realization.

Highlights

► Achieved 109% revenue retention rate through data-driven account management and strategic upsell initiatives, resulting in a 15% reduction in churn.

► Led contract negotiations, securing a 98% renewal rate across high-value enterprise accounts by leveraging deep product knowledge and consultative sales strategies.

► Conducted over 50 quarterly business reviews (QBRs) to align customer goals with HubSpot’s solutions, driving a 22% year-over-year account expansion.

► Championed product feedback, improving customer satisfaction by 18% and raising NPS scores by 12%.

Lean Solutions Group is a leading provider of nearshore outsourcing solutions, specializing in connecting top-tier LATAM talent with IT development projects for enterprise clients in the freight-tech and supply chain sectors. The company’s services range from staffing to technology solutions, helping businesses scale efficiently.

Role

- Promoted to Director of Customer Success after consistently exceeding revenue targets and driving departmental growth.

- Tasked with building, training and leading a team of Customer Success Managers and Technical Writers.

- Oversaw the full customer success lifecycle, ensuring client satisfaction or NPS scores, creating and implementing a Voice of the Customer (VOC) system and optimizing customer retention strategies.

- My role included training, mentoring, and managing the team to deliver scalable results while ensuring alignment with organizational goals.

Highlights

► Scaled the Customer Success department by 25%, improving overall retention by managing a high-performing team of CSMs and Technical Writers.

► Increased department revenue by $2.5M through the successful execution of upsell strategies, reducing churn to 3% and maintaining a 98% retention rate.

► Developed and implemented a Voice of the Customer (VOC) program, which aligned customer feedback with product teams, resulting in an 8-point NPS improvement.

► Spearheaded the onboarding and adoption processes, ensuring seamless integration for enterprise clients, contributing to a 103% revenue retention rate.