Summary
Overview
Work History
Education
Skills
Timeline
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Eric Dixon

Boston,MA

Summary

Accomplished strategy owner and customer success professional that provides in-depth understanding of developing and implementing organizational strategies across teams. Excellent aptitude for management, cross-functional leadership, and problem-solving to drive customer or business outcomes. Thrives at managing digital programs, centered around customer experience, adoption, and growth.

Overview

7
7
years of professional experience

Work History

Sr. Strategy Specialist, Customer Experience

Klaviyo
Boston, MA
10.2023 - Current
  • In 2024, I led the creation and optimization of digital onboarding for over 90% of total paid customers, which resulted in an average retention increase of 8% and an average adoption increase of 12% across key Klaviyo features for that customer group
  • In late 2024/2025, I moved to the strategy owner of Klaviyo's global at-scale customer success team; designed an engagement framework and move to a pooled CSM model, designed automations to drive customer adoption and improve CSM bandwidth, and defined key KPIs for team success
  • Regularly digests customer and Klaviyo data, and turns it into crawl, walk, run strategies for execution to make a customer or business impact.
  • Regularly leads customer experience-focused journey mapping workshops with cross-functional partner teams
  • Created strategies and managed the execution of programs focused on solving experience gaps for customer and Klaviyo teams, which resulted in improved customer adoption, customer retention, and CSAT and NPS scores

Program Manager

Drift
06.2022 - 09.2023
  • Strategized and lead cross functional programs with Product, Design, Marketing, Engineering, and Sales to deliver digital product adoption engagements to Drift’s entire customer base
  • Successfully created strategy for and implemented 25+ programs, using Agile methodology, focused on driving up KPI’s around end users like weekly active usage, feature adoption, user activation, etc.
  • Worked to create a Customer Success Webinar series to drive user adoption and success with Drift platform and features
  • Helped create and manage Drift’s first ever community for customers

Sr. Customer Success Manager

Drift
05.2021 - 06.2022
  • Managed a book of approximately 100 customers that totals an estimated 3 million dollars in annual revenue for the business
  • Oversaw and managed interactions with customers, ex: onboarding, QBR’s, up-sells, renewals, etc…
  • 3x 101 club member (hit over 100% of net retention goal)
  • Met with Executives to discuss strategy, give best practice advice and drive outcomes.
  • Oversaw key customer relationships to close strategic opportunities.
  • Monitored KPIs to assess customer engagement.

Customer Success Manager

Appcues
Boston, MA
09.2019 - 05.2021
  • Managed a book of approximately 120 customers that totals an estimated 1.5 million dollars in annual revenue for the business
  • Runs all post sales interactions with customers, ex: onboarding, QBR’s, up-sells, renewals, etc…
  • Built in product guides/tours and onboarding for Non-CS customers
  • Manages Non-CS communications with customers
  • Worked with leadership to define CSM metrics and helped design and structure the first CSM metric dashboard in Looker

Inbound Success Coach Trainer

HubSpot
01.2019 - 09.2019
  • Ran 1-1 meetings to activate users and consult them how to strategically use HubSpot to grow their businesses
  • Problem solve to assist in fixing technical set up issues and create a strong foundational relationship between HubSpot and the user, Built out/edited training decks as well as trained New Hire Classes on the different processes of the day to day responsibilities of an Inbound Success Coach

Inbound Sales Coordinator

HubSpot
Boston, MA
06.2018 - 12.2018
  • Handled high volume of sales inquiries from companies interested in using HubSpot
  • Conduct pre-qualification of prospects utilizing Good Fit practices for HubSpot use
  • Booked meetings with Account Executive for larger deals, as well as closed smaller deals for the company

Education

Bachelor of Arts - Political Science

College of The Holy Cross
Worcester, MA
05.2018

Skills

  • Agile methodology
  • Driving executive leadership buy-in
  • Analytical thinking
  • Project management and coordination
  • Relationship building
  • Softwares: Microsoft Suite (Word, Excel, & PowerPoint), Kickoff Labs, Eventbrite, proficient in all types of social media, HelpScout, HubSpot, Fresh Success, Appcues, Gainsight CS & PX, Salesforce, Miro, Jira, Asana, Smaply, Whimsical, Zendesk, Salesforce, Monday

Timeline

Sr. Strategy Specialist, Customer Experience

Klaviyo
10.2023 - Current

Program Manager

Drift
06.2022 - 09.2023

Sr. Customer Success Manager

Drift
05.2021 - 06.2022

Customer Success Manager

Appcues
09.2019 - 05.2021

Inbound Success Coach Trainer

HubSpot
01.2019 - 09.2019

Inbound Sales Coordinator

HubSpot
06.2018 - 12.2018

Bachelor of Arts - Political Science

College of The Holy Cross

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Eric Dixon