Brent Cary
Nashville,TN
Summary
Data-Driven Customer Success leader with vast experience in building & scaling high-performing teams, developing, implementing, and managing new product launches; extensive expertise within Digital Advertising, Client Marketing, and SaaS-Based Solutions. A passion for problem-solving and strong collaboration to produce high-end results.
Overview
5
5
years of professional experience
Work History
MANAGER OF CLIENT SUCCESS & PAID MEDIA
AdPost, LLC
11.2023 - Current
- Manage a team of Client Success Managers & Offshore Implementation Team
- Manage the customer life cycle from onboarding to retention for 1,200+ SMB's totaling over 3 Million in annual revenue
- Manage all client marketing channels from budget, strategy, and performance (Display, Search, CTV, Google, X, Nextdoor, & Meta)
- Handle all at risk client escalations and cancellations while enhancing client satisfaction and reducing churn by 30%
- Cross-Train Team Members (Marketing, Retention, Collections) to maximize performance and goal achievement
- Voice of the customer in C Suite weekly meetings
- Hire & train Client Success Managers in hybrid and remote environments
- Build onboarding workflows and strategic customer touchpoints throughout lifecycle to maintain customer engagement
DIRECTOR OF CUSTOMER SUCCESS
JumpCrew
01.2022 - 05.2023
- Heading various departments including Account Management, Implementation & Accounts Receivable
- Liaising with the Sales & marketing, creating a seamless experience
- Assisting with high value accounts for hygiene and potential renewals
- Implementing strong & efficient procedures to increase productivity and profitability month over month
- Exceptional communication with brand continuity between sales and vendors.
MANAGER OF CUSTOMER SUCCESS
JumpCrew
10.2019 - 01.2022
- Managed a team of 8 Account Managers
- Reported KPIs in monthly leadership meetings
- Handled escalated and complex customer cases with an empathetic and problem-solving approach
- Trained team members on new products and procedures with ongoing support
- Decreased cancellation percentage year over year by 40%.
Education
Bachelor of Science - Business Management & Marketing
Middle Tennessee State University
Murfreesboro, TN01.2012
Skills
- Customer Support
- Team Building & Training
- Strategic Leadership
- Departmental Collaboration
- Performance Management
- Crisis Resolution
- Efficient in Microsoft Office, Zendesk, SalesForce, Hubspot, Google Ads, Meta Ads, X Ads, Nextdoor Ads, & StackAdapt
- Project Management
- Operations
- Communication
- Accounts Receivable
- Retention & Churn Deduction
Websites
Timeline
MANAGER OF CLIENT SUCCESS & PAID MEDIA
AdPost, LLC
11.2023 - Current
DIRECTOR OF CUSTOMER SUCCESS
JumpCrew
01.2022 - 05.2023
MANAGER OF CUSTOMER SUCCESS
JumpCrew
10.2019 - 01.2022
Bachelor of Science - Business Management & Marketing
Middle Tennessee State University
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