Bridgette Hardonk
Summary
Customer Success leader passionate about raising the bar, questioning the status quo, and driving meaningful change. I lead by example as a working mother, continuously learning from diverse industries and applying fresh insights to my work. Known for my energy, empathy, and genuine communication - I bring both strategic vision and a human touch to leadership.
Overview
20
20
years of professional experience
Work History
Director, Enterprise Success
Highway.ai
06.2023 - Current
- Developed Enterprise Client Success program to support pivot to enterprise led sales strategy.
- Trusted advisor to executive leadership, serving as the central point of contact during onboarding and engagement across 4 platforms.
- Consistently built and nurtured high value partnerships by delivering value, maintaining trust while driving partner's desired outcomes.
- Implemented performance metrics to evaluate effectiveness of programs and services (internal and external).
- Developed reports for executive leadership on client performance and areas potential risk.
- Balanced strategic planning with hands-on execution
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Director, Customer Success
ListReports (Acquired and Rebranded as Highway.ai)
04.2022 - 06.2023
- Created a process for onboarding, restructured customer support and account management.
- Pivoted from a defensive Customer Success approach to an offensive on.
- Focused on sales enablement and readiness assets to make better, current resources available.
- Scaled customer support triage tickets to overseas team
- Collaborated with the product team to establish timeline to ensure proper customer value management
- Mentor a team of CSMs
- Established communication lines between departments. This has prevented silos and allowed us to align with strategic intents faster.
Senior Account Executive
ListReports
01.2021 - 01.2022
- Responsible for transforming a beta program into a sustainable product.
- Coached top tier clients to success by implementing structure and strategy when utilizing our platform.
- Influenced UX design based on feedback to enhance customer's experience
- Managed a team of CSMs
- Served as program leader
- Identified growth opportunities within existing accounts, driving revenue through tailored solutions.
- Led negotiations on contract terms, ensuring alignment with company objectives and client needs.
Owner
Dynamix Martial Arts LLC
01.2010 - Current
- Identify trends in the industry and adjust schedule to align initiatives.
- Consult with the management team to develop long-term commercial plans.
- Implemented marketing strategies including social media, to increase community engagement and class enrollment rates.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Helped launch the business in 2010.
Client Manager & Sales Executive
Curinos (fka Informa PLC)
01.2017 - 01.2022
- Identified and executed on strategic initiatives to achieve hyper-growth. This pivot to a partnership model exceeded growth goals and increased ongoing revenue 115%.
- Prepared reports of KPIs, summary of growth plans and new initiatives to leadership team.
- Collaborated cross functionally with accounting, marketing, product and IT.
- Onboarded, trained and mentored new hires to ensure their success on our team.
- Responsible for demonstrating our platform (SaaS) to potential clients and throughout the customer's journey.
- Provided ongoing support and maintained relationships with customers all C-suite executives of banks and credit unions (approx. 500)
- Prepared new assets for sales and enablement
- Responsible for all strategic marketing campaigns and outreach prior and post conference.
- Established multiple effective large partnerships with ALM companies and CPA firms to help scale. Prepared proposals negotiated reseller contracts and orchestrated endorsed product relationships.
- Created and delivered in-depth sales/product presentations to potential customers, at conferences, in office and via web sharing. Hosted numerous well attended (300+) webinars in a sales and SME capacity.
Client Relationship Supervisor
Informa Research Services
01.2006 - 01.2017
- Developed fabulous rapport with the customer base by applying comprehensive product knowledge to achieve client's project goals and handling difficult issues with professionalism. Customer base exceeded 230 financial institutions.
- Onboarded new clients by building report logic with individualized methodology, monitored the accuracy of the data and provided actionable insights for the client.
- Maintained impeccable service quality, retention and increased sales by developing a deep understanding my client's goals.
- Heavy interaction with the development, testing and implementation of new SaaS platform
- Successfully mentored team members responsible for updating research for over 1,000 financial institutions.
- Worked with culturally diverse teams domestic and abroad.
- Interviewed, hired, coached employees, conducted disciplinary actions and performance reviews for team members.
Education
Master of Business Administration -
California State University of Channel Islands
01-2022
Bachelor of Science - Marketing And Economics
California State University of Northridge
01-2006
Skills
- Program Building
- Scaling with the illusion of high touch
- Implementing process
- Enhancing the customer journey
- Creative & Energetic
- Genuine Communication
- Can & Will do Spirit
- Issues resolution
Accomplishments
- 2025 – Successfully onboarded and retained the company's largest partners to date using the Enterprise Success program
- 2024 – Developed and launched an Enterprise Success program
- 2023 – Scaled Customer Success organization post-acquisition, realigning the team to drive enterprise growth. Became a certified CSM.
- 2022 – Earned MBA while pregnant, demonstrating resilience and commitment to growth
- 2021 – Pivoted an unsustainable beta program into a viable, revenue-generating business model
- 2021 – Successfully navigated a gym business through the pandemic, surpassing pre-pandemic revenue levels
- 2018 – Awarded Game Changers recognition for leading hyper-growth initiatives
Tech Stack
Airtable, Zendesk, HubSpot, Salesforce, SalesLoft, Intercom, Pardot, Braze, Slack, Microsoft & Google Suite, Looker, Sigma, Mixpanel, Canva, and Zapier
Certification
Certified CSM
Timeline
Director, Enterprise Success
Highway.ai
06.2023 - Current
Director, Customer Success
ListReports (Acquired and Rebranded as Highway.ai)
04.2022 - 06.2023
Senior Account Executive
ListReports
01.2021 - 01.2022
Client Manager & Sales Executive
Curinos (fka Informa PLC)
01.2017 - 01.2022
Owner
Dynamix Martial Arts LLC
01.2010 - Current
Client Relationship Supervisor
Informa Research Services
01.2006 - 01.2017
Master of Business Administration -
California State University of Channel Islands
Bachelor of Science - Marketing And Economics
California State University of Northridge
Similar Profiles
Xander LaughlinXander Laughlin
Regional Director of Customer Success, Enterprise at DarktraceRegional Director of Customer Success, Enterprise at Darktrace
Jack MurgatroydJack Murgatroyd
Customer Success Director, Enterprise UK&I at DarktraceCustomer Success Director, Enterprise UK&I at Darktrace
Faye LeahyFaye Leahy
Director, Enterprise Customer Success at PluralsightDirector, Enterprise Customer Success at Pluralsight
David LorenzoDavid Lorenzo
Track and Field Coach at IDEA Public SchoolsTrack and Field Coach at IDEA Public Schools
Morgan MooreMorgan Moore
NMCA Accountant at CNSNMCA Accountant at CNS