Brett Milstein
Summary
Strong leader and analytical problem-solver with experience building, managing and motivating teams. Excellent relationship- building skills and uses independent decision-making to positively impact customer growth and retention. Applies training, processes, and playbooks to enhance employee performance and customer engagement.
Overview
14
14
years of professional experience
Work History
Senior Director of Global Customer Success
Narvar
02.2024 - Current
- Lead a team of 10 Customer Success Managers overseeing $40MM+ in ARR
- Developed internal processes and playbooks to optimize team efficiency and deliver faster results to clients.
- Cultivate and maintain long-term client relationships with VP and C-level executives/stakeholders
- Reduced churn rate by effectively identifying potential risks, developing plans, and implementing tailored solution strategies
- Beat gross retention targets in 2021, 2022 & 2023 and drove 140% net retention
- Collaborate with Sales, Professional Services, Product and Operational leadership to successfully expand product adoption, improve customer experience and grow relationships
- Built comprehensive training/onboarding programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends.
- Book of business includes top retailers such as Estee Lauder, Tapestry, Nespresso, Ulta, L'Oréal and Skechers.
Director of Customer Success
Narvar
07.2021 - 02.2024
Sr. Director of Customer Success
SIDECAR
01.2020 - 01.2021
- Oversaw Customer Success team working with 600+ eCommerce/retail customers, delivering excellent customer experiences while focused on maximizing retention and revenue growth
- Improved net retention rate and upsell/cross-sell ARR each year
- Managed, coached and mentored a CS org of 20+ team members including overseeing 3 Directors each with their own teams of 5 CSMs
- Developed and implemented standardizations and best practice playbooks around relationship management
- Guided customers throughout the renewal and upsell/expansion process
- Acted as an escalation point for high priority customer issues
- Worked with executive team (sales, product, marketing), providing customer feedback in order to develop, customize and optimize our strategy to ensure we are meeting the client's business needs.
Director of Customer Success
Sidecar
07.2017 - 01.2020
Senior Customer Success Manager
Sidecar
10.2016 - 07.2017
Senior Marketing Manager
CONNECT AMERICA
01.2015 - 01.2016
- Worked directly with VP of Marketing to create, execute and manage all digital/online marketing strategies
- Managed and optimized paid search campaigns on Google AdWords and Bing with a monthly budget of $500k+
- Utilized reporting to test/analyze the efficiency and performance of national and regional marketing campaigns
- Collaborated closely with 3rd party agencies and resources to accelerate the company's marketing plans
- Continuously improved effectiveness and ROI of marketing programs with a combined $2mm+ investment per month
- Worked with web developers to overhaul company website and improve the UX of the site and implement e-commerce.
Director of e-Commerce
GOVBERGWATCHREPAIR.COM
01.2011 - 01.2015
- Upstart e-Commerce business
- Employee #1, lead the design and UX of the site, as well as worked with the developers on creation of the content management system
- Hired and mentored a team of 17 employees
- Established and managed paid marketing efforts, including initial setup of Google AdWords account and campaigns, as well as finding online partners
- Managed all day-to-day operations of the site including order processing and customer service (B2B & B2C)
- Grew from $60k to $4mm annual run rate during tenure.
Director of Marketing
CHICKDOWNTOWN.COM
03.2010 - 08.2010
- Oversaw all aspects of affiliate programs including implementation, management of 2,000 affiliate partners, and negotiating commissions
- Researched potential partners for display advertising campaigns and negotiated CPM rates
- Managed CPC and CPA campaigns on Google, Facebook, and other online venues
- Oversaw all aspects of social media advertising including daily posts and special promotions
- Grew Twitter followers from 0 to over 1,100 in less than 90 days.
Education
Bachelor of Science - Business
Pennsylvania State University
State College, PA08.2009
Skills
- Client Advocacy
- Customer Segmentation
- Data-driven Decision-Making
- Negotiation and Conflict Resolution
- Customer Retention Strategies
- Team Leadership
- Coaching and Mentoring
- Managing Operations and Efficiency
- Hiring and Training
- Cross-Functional Teamwork and Collaboration
Timeline
Senior Director of Global Customer Success
Narvar
02.2024 - Current
Director of Customer Success
Narvar
07.2021 - 02.2024
Sr. Director of Customer Success
SIDECAR
01.2020 - 01.2021
Director of Customer Success
Sidecar
07.2017 - 01.2020
Senior Customer Success Manager
Sidecar
10.2016 - 07.2017
Senior Marketing Manager
CONNECT AMERICA
01.2015 - 01.2016
Director of e-Commerce
GOVBERGWATCHREPAIR.COM
01.2011 - 01.2015
Director of Marketing
CHICKDOWNTOWN.COM
03.2010 - 08.2010
Bachelor of Science - Business
Pennsylvania State University
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