Brent McNeill
Customer Success Leader
Driftwood,Texas
Summary
Customer Success Leader and Champion. Highly experienced leader (20+ years) in Account Management and Customer Success. Skilled in building and managing customer-focused teams, implementing best-practices and developing scalable process to drive customer retention through product adoption and risk management.
Overview
26
26
years of professional experience
Work History
Director, Customer Success
Clarivate/CPA Global, M&A
Austin, TX
01.2014 - 01.2022
- Successfully led customer success teams and initiatives through multiple changes in ownership (, ) and structure as the organization grew from $20M to $2B company
- Each stage brought new challenges in resource management, data availability, and customer success strategy
- Hired, trained and managed Customer Success Managers (20 team members at peak)
- Led the efforts to develop CSM onboarding tools and methodology resulting in 30-day path to CSM productivity for new team members
- Developed and tuned customer segmentation and engagement model and consistently achieved 88-90% revenue retention / renewal rates for Innography (SaaS) despite consistent periods of change within the organization
- Led implementation and maintenance of Gainsight software platform which allowed Innography and CPA Global to automate the customized engagement model and provide more efficient utilization of resources
- Standardized processes for customer onboarding, business reviews, and subscription renewal workflow allowing for scalability
- Develop strategy for digital customer success (at scale) to meet the needs for 12k global customers including:
- Alignment of digital CS strategy through collaboration with leaders across the organization
- Led efforts to optimize process of capturing customer sentiment through NPS surveys resulting in increase response rate by 2%.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Collaborated with sales and product teams to address customer success objectives.
Director
Bazaarvoice
01.2013 - 01.2014
- Provided direction and leadership for 3 implementation teams successful in launching 136 new clients totaling $4.5M in new Annual Service Fees
- Improved team utilization metrics by 10% through effective change management and refinement of time tracking process
- Coaching / mentoring team on job performance, career development, and conflict resolution
- Sponsor for cross-functional team making improvements in customer onboarding process across client readiness, data configuration and integration, support handoff, and ongoing client success.
Director
Adometry
Austin, TX
01.2009 - 01.2013
- Manage onboarding / implementation and customer service for software analytics platform (digital advertising)
- Develop and refine implementation process; resource planning; hire, train and mentor employees
- Provide ongoing customer support with an emphasis on value, satisfaction and renewal of annual agreement
- Recruit and managed team of 30 Business Analysts, Account Managers, and Implementation engineers
- Consistently achieved customer retention goal of 90%
- Developed protocols and procedures to ensure effective and timely implementation and customer service to support Adometry 4x growth in revenue over previous 3+ years.
- Worked closely with organizational leadership to guide operational strategy.
- Monitored and coordinated workflows to optimize resources.
Customer Relationship Director
Periscope Holdings, Inc
Austin, Texas
01.2002 - 01.2008
- Responsible for managing the success and satisfaction of customers in state/local government allowing Periscope to meet objectives for existing customer sales and retention (90%) in 2008
- Managed all customer marketing operations related to product releases and professional services
- Key contributor in strategy development and operations
- Provided implementation management of eProcurement software and day-to-day customer relationship management with customer base producing maintenance revenues of $800K in 2008
- Establish, monitor, and report metrics for project status, customer satisfaction, and customer retention
- Gather customer product requirements and advise product management team on roadmap and critical customer features
- Completed sales of software and professional services to existing customers totaling $465K in 2008.
Segment Manager
ClearCommerce Corporation
Austin, Texas
01.1999 - 01.2001
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Collaborated with senior-level personnel working in marketing and sales capacities.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Account Manager
Pittsburgh, PA
01.1998 - 01.1999
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
Software Implementation Manager
Evolutionary Technologies International
Austin, Texas
01.1996 - 01.1998
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Developed project plans identifying key issues, approaches and performance metrics.
Education
Bachelors of Business Administration - Information Systems
University of North Texas
Skills
Customer Success Strategy and Goals
undefinedTimeline
Director, Customer Success
Clarivate/CPA Global, M&A
01.2014 - 01.2022
Director
Bazaarvoice
01.2013 - 01.2014
Director
Adometry
01.2009 - 01.2013
Customer Relationship Director
Periscope Holdings, Inc
01.2002 - 01.2008
Segment Manager
ClearCommerce Corporation
01.1999 - 01.2001
Account Manager
01.1998 - 01.1999
Software Implementation Manager
Evolutionary Technologies International
01.1996 - 01.1998
Bachelors of Business Administration - Information Systems
University of North Texas
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