Summary
Overview
Work History
Education
Skills
Timeline
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Bry Hutchison

Austin

Summary

Proven leader in post-sales customer strategies with a history of improving Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR). Expertise in developing and scaling customer success teams, resulting in enhanced customer outcomes. Consistently achieves high customer satisfaction and retention rates through effective support and engagement strategies.

Overview

23
23
years of professional experience

Work History

Vice-President, Customer Success

Tempo Software
06.2024 - 09.2025
  • Managed 3 global teams—Customer Success, Support, and Product Enablement— with over 40 team members serving 30,000 customers and overseeing $200M in ARR.
  • Established the first Enterprise Customer Success function, covering $50M in ARR.
  • Consistently surpassed the GRR target with a renewal rate of 92%.
  • Achieved an 8% increase in GRR for three consecutive quarters across the Enterprise Segment.
  • Mapped Customer Journey and executed Planhat implementation for scalable CS support.
  • Implemented comprehensive CS training certification program to enhance staff capabilities.
  • Enhanced forecasting and reporting processes, improving projection accuracy significantly.
  • Spearheaded initiative to map Digital Journey, launching program for increased digital engagement adoption.

Vice-President of Customer Experience

Fexa
07.2023 - 02.2024
  • Reorganized customer-facing teams by analyzing capabilities and aligning members with suitable roles.
  • Implemented departmental model prioritizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
  • Built and operationalized inaugural Customer Success organization, enhancing Support and reducing time to value.
  • Achieved all-time company high NRR of 107% through strategic initiatives.
  • Mapped Customer Journey, defining proactive touchpoints and implementing related playbooks.
  • Established clear roles, responsibilities, and career paths for team members.
  • Developed fast-track implementation methodology to accelerate customer time to value.
  • Consolidated three Zendesk systems into one, facilitating reporting across product lines.

Vice-President of Customer Success

Orgvue Limited
02.2021 - 03.2023
  • Transitioned Customer Success organization from reactive to proactive, process-driven model based on best practices.
  • Increased Gross Revenue Retention (GRR) by 7% in first year through targeted strategies.
  • Owned Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics, designing all forecast reports.
  • Redefined Customer Success Manager (CSM) roles to enhance proactive customer engagement and collaboration with Sales.
  • Mapped customer journey and implemented new model for customer enablement and adoption.
  • Established quarterly User Group meetings and Customer Forums to facilitate feedback and collaboration.
  • Utilized NPS and CSAT data to drive continuous process improvements and enhance customer experience.
  • Led renewal initiatives for major clients including Salesforce, Google, LinkedIn, BP, BAT, Unilever, and Dupont.

Director of Customer Success, West

Planview
10.2019 - 02.2021
  • Transformed Customer Success function from service-driven to solution-oriented outcomes.
  • Increased renewal rate in North American Western Region by 3% during first year.
  • Hired and onboarded six of nine direct reports to strengthen team capacity.
  • Developed cross-functional RACI framework to clarify roles and responsibilities for scalability.
  • Established rules of engagement for Customer Success and Professional Services to promote unified experience.
  • Implemented value-based training program for Customer Success to enhance client interactions.
  • Set key performance indicators to assess effectiveness of customer success initiatives and tracked progress with playbooks.

Director of Customer Success, East

Adaptive Insights- a Workday Company
10.2016 - 07.2019
  • Managed business operations for approximately 1,400 customers generating around $90M in revenue.
  • Led a global Customer Success Managers, including Partner Customer Success.
  • Surpassed quota of 93% and achieved net revenue retention of 120%.
  • Founded Adaptive Insights User Group program, expanding to over a dozen locations.
  • Implemented processes for Customer Success and Professional Services to enhance customer experience.
  • Created Executive Onboarding program to reduce escalations and strengthen executive engagement.
  • Established first partner visibility program to monitor implementation leaders for smooth renewals.
  • Developed Customer Success Shadowing program, providing career progression for Support and Presales teams.

Director Customer Success, Professional Services & Support

Securimate, Inc.
08.2015 - 09.2016
  • Restructured team roles and responsibilities, creating playbooks for clarity and efficiency.
  • Established revenue-generating services model, reducing implementation time from nine months to 10 weeks.
  • Increased employee satisfaction, successfully retaining high-risk personnel within organization.
  • Developed pricing strategy for professional services, transforming prior losses into profitable ventures.
  • Served as Executive Sponsor for key clients, including Kraft, TE Connectivity, and Eli Lilly.
  • Procured and implemented Zendesk to optimize customer support operations.
  • Defined initial support metrics and service level agreements to enhance service quality.

Head of Customer Success, NA

Lumesse, Inc.
12.2012 - 08.2015
  • Established North American Customer Success Program, increasing retention and satisfaction rates.
  • Formed cross-functional team to implement customer success strategies globally based on US best practices.
  • Collaborated with partner companies to drive business growth in Central and South America.
  • Oversaw North American customer satisfaction and reference programs for enhanced client engagement.
  • Managed key global accounts, including Merck, Lincoln Electric, and Emerson Electronics.
  • Recognized as 2014 MVP for the Americas for outstanding performance across initiatives.

Various Roles

Lumesse
01.2003 - 12.2012
  • Led global implementation consultants and managed services teams, enhancing service delivery.
  • Managed complex global project deployments for full suite of solutions.
  • Served as presales product expert, demonstrating in-depth knowledge of offerings.
  • Oversaw customer success initiatives to drive satisfaction and retention.
  • Directed sales efforts for Executrack, achieving significant growth prior to acquisition by Lumesse.
  • Facilitated cross-functional collaboration among teams to streamline operations.
  • Implemented best practices in project management to ensure timely and successful deployments.
  • Drove strategic planning for professional services, aligning with company objectives.

Education

Bachelor of Arts - Radio Television

University of Houston
Houston, TX
01.1997

Skills

  • Customer success strategy
  • Revenue forecasting
  • Strategic planning
  • Process optimization
  • Customer journey mapping
  • Project management
  • Change management
  • Coaching and mentoring

Timeline

Vice-President, Customer Success

Tempo Software
06.2024 - 09.2025

Vice-President of Customer Experience

Fexa
07.2023 - 02.2024

Vice-President of Customer Success

Orgvue Limited
02.2021 - 03.2023

Director of Customer Success, West

Planview
10.2019 - 02.2021

Director of Customer Success, East

Adaptive Insights- a Workday Company
10.2016 - 07.2019

Director Customer Success, Professional Services & Support

Securimate, Inc.
08.2015 - 09.2016

Head of Customer Success, NA

Lumesse, Inc.
12.2012 - 08.2015

Various Roles

Lumesse
01.2003 - 12.2012

Bachelor of Arts - Radio Television

University of Houston

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