Driving millions of dollars in retention revenue.

The company had a huge developer and product fan base, but little mainstream awareness of what made us unique: access to the very best talent from all over the world, a continuously evolving customer success program, a strong commitment to innovation and lastly, the availability to other software solutions within the customers given portfolio.

Outcomes and Responsibilities:

• I was able to establish a relationship with customers post acquisition and provide them the tools to successfully transition over to our process.

• Through our customer success cycle we were able to educate our customers on further offerings and customizations to their software; resulting in numerous upselling opportunities each quarter.

• Upon each quarter we conducted customer success calls with our CEO to hear, learn, and grow from/with our customers. From this experience we were able to solve and follow up on any issues, hear about enhancements and customer wish lists that we later would add to our product roadmaps, we provided resources to make sure they were using every aspect of the software solution and last, heard how our overall team was performing. (From support to account managers, to the actual product to our conferences with our CEO’s.)

• Retention each quarter resulted at 85% and above

To Conclude: With a successful process in place, my team and portfolio were able to start acquiring larger companies and expanding our reach within different SaaS industries. Customer retention post-acquisition was the main focus and how to continue evolving the product and establish trust with a new owner was a task my team and I took on daily. We achieved this by educating, listening, guiding, and being industry leaders to/for our customer.