Founder/CEO ClientSuccess - #1 software for customer success teams | SaaS Executive | Customer Success | Entrepreneur

Changing the way SaaS companies manage, retain and grow their *existing* customer base.


About us

  ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. We deliver a holistic, personal approach to managing success throughout the customer lifecycle. Our true customer success management platform provides actionable insights, rich customer analytics, and best practices that will change your company.

We believe that SaaS is more than software and service. It’s about relationships. Think beyond acquisition and support. You want a customer for life. And not one that exists because they’re locked into a contract. You want a customer that chooses to partner with you because you help them accomplish their goals and succeed—through personal relationships and delightful experiences. 

You succeed when your customers succeed. In the day of big data, don’t forget that its people using your product. There are a lot of services offering to tell you what they’re doing, but that’s not enough. You need to know why. That’s how you reduce churn and increase revenue.

ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and the Executive team will love. For the CSMs, we bring together the tools, best practices, insights and analytics they need to proactively manage their customers. For the Executives, we deliver the deep analytics, metric and reports to provide a comprehensive view of the health of their SaaS business. Our clients love to use our solution. Every day, all day.

ClientSuccess

Customer Experience, Global Strategic Accounts (December 2012 - February 2013)Vice President, Global Account Management (September 2011 - December 2012)Vice President, Strategic Accounts (November 2009 - September 2011) • Directed global team of approximately 115 Account Managers that delivered strong retention and growth for strategic and enterprise customers. • Attained 100% retention of strategic customers [2009 - 2012].• Managed $440MM book of business and developed best practices for driving customer success.• Achieved 95% total renewal rate against a $255MM renewable book of business in FY2012, including an average of 10% up-sell.• Spent a month in Sydney rebuilding AM team and managed global teams and customers throughout Europe, Australia, Japan, Hong Kong and China.• Launched customer experience and insights program aimed at transforming the experience for Adobe's top 100 Digital Marketing customers.• Collaborated across multiple functions within Adobe to solve problems and improve customer experience.• Regarded as trusted internal advisor to Adobe senior leadership team for overall health and satisfaction of top customers.
    
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Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.


      Adobe
  

Vice President, Strategic Accounts (November 2008 - October 2009)Senior Director, Strategic Accounts (May 2007 - November 2008)Director, Strategic Accounts (August 2005 - May 2007)Manager (July 2004 - August 2005)Account Manager (July 2003 - July 2004)• Developed Omniture's Strategic Account Management program and scaled it from ~$20MM book of business to over $200MM.• Ensured 100% retention of strategic customers [2005-2009].• Built a global team of high-performing account managers.• Spearheaded deployment, enablement, support and overall project success for one of the largest web analytics projects ever initiated for AOL and parent company, TimeWarner. Deployed analytics solutions across client’s entire ecosystem of sites and business units (Turner, CNN, Time Inc., etc.). Led strategic accounts team of 5 members to execute project and commuted to site each week.• Recognized as Omniture's 2005 Employee of the Year.• Developed innovative best practices for account management, client relationship management and retention.
    
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About us

  Omniture, Inc. provides online business optimization software enabling customers to manage and enhance online, offline, and multichannel business initiatives. The company hosts and delivers its Omniture online business optimization platform to its customers as an on-demand subscription service. This platform consists of Omniture SiteCatalyst, Omniture DataWarehouse, Omniture... see more Discover OnDemand, Omniture Genesis, Omniture SearchCenter, Omniture Test&Target, Omniture SiteSearch, and Omniture Publish services, as well as Omniture Discover OnPremise software. These services enable customers to capture, store, and analyze information generated by their Web sites and other sources, as well as to gain business insights into the performance and efficiency of marketing and sales initiatives and other business processes. Omniture also provides enterprise, on-demand, and automated onsite behavioral targeting and optimization solutions, as well as real-time Web analytics applications. In addition, the company offers a range of professional services that complement its online services, including implementation, best practices, consulting, customer support, and user training through Omniture University. It serves various industries, including automotive, financial services, media, retail, technology, and travel. The company sells its services through direct and indirect sales channels primarily in North America, EMEA, Japan, and the rest of the Asia-Pacific region. Omniture, formerly known as SuperStats.com, Inc., was founded in 1996 and changed its name to MyComputer.com, Inc. in 1999. Further, it changed its name to Omniture, Inc. in 2002. The company is headquartered in Orem, Utah.


      Omniture
  

Member of National Oracle Practice - Salt Lake City, UT• Spent 10 months commuting to Mexico City on a weekly basis to work on an Oracle implementation project for a division of Gates Rubber.• Collaborated with key client business users and management to ensure successful implementation of Oracle software• Provided support to clients throughout implementation process, including requirements gathering, solution definition, testing, project reporting, problem resolution and end user training.
    
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Hitachi Consulting

Senior Consultant (March 2001 - July 2002)Consultant (August 1999 - March 2001)Member of National Oracle Practice in Los Angeles, CA; Irvine, CA; and Salt Lake City, UT
    
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Brigham Young University (BYU), located in Provo, Utah, United States, is a private, coeducational research university owned by The Church of Jesus Christ of Latter-day Saints. It is the oldest existing institution within the LDS Church Educational System, is America's largest religious university, and has the second-largest private university enrollment in the United States. Approximately 98% of the 34,000 students at BYU are members of The Church of Jesus Christ of Latter-day Saints.The university's primary focus is on undergraduate education, but it also has 68 master's and 25 doctoral degree programs, including a Juris Doctor program.

Founder/CEO at ClientSuccess

ClientSuccess

Founder/CEO

Adobe

Vice President, Global Account Management (Customer Success)

Omniture

Vice President, Strategic Accounts

Hitachi Consulting

Senior Consultant

Arthur Andersen, Business Consulting Group

Senior Consultant

Arthur Andersen, Business Consulting Group

Intern

Office of US Senator Orrin G. Hatch

Intern

Brigham Young University

Accounting

BS