Bryan Cope
Atlanta,GA
Summary
A motivated and goal-oriented Customer Success Management professional committed to best in class customer experience. Dedicated team player skilled at driving renewal retention by leveraging industry best practices and empathetic relationship building skills. Drives company growth through an aggressive focus on adoption, retention and upsell of customers.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager
Fluxx
08.2021 - 05.2024
- Collaborated with internal teams to ensure seamless account management processes across 35 customers with $3.8M annual revenue in the philanthropy and grants management space.
- Served as the primary point of contact for enterprise clients, ensuring timely resolution of issues and effective communication to account base
- Implemented success plans and strategies for key accounts via Gainsight to identify areas for expansion and improvement of their grants management program
- Achieved $1.2M growth in account base via renewal uptick, upsell and add on products - outpacing team average by 20%
- Averaged 96% gross revenue retention and 104% net revenue retention with an on-time renewal rate of 98%
Customer Success Manager
Revegy, Inc.
02.2019 - 08.2021
- Managed the full success lifecycle and retention of a $3M annual book of business containing 15 Fortune 500, enterprise level customers for a sales enablement SaaS solution.
- Owned the technical support and account management responsibilities for my account base. Completed 10 successful customer onboardings and acquired deep Salesforce and Dynamics integration knowledge.
- Achieved MBOs and net retention goals every quarter. Met 90%+ levels of net retention over multiple years - far above industry average.
- Skilled at managing multiple levels of stakeholders within accounts leveraging both advanced technical solution knowledge and adherence to CSM best practices.
Customer Success Renewals Manager
N3, LLC - Hitachi Vantara Solutions - Contractor
01.2014 - 11.2016
- Sold Physical Hardware, Cloud Storage and SaaS Renewals for Hitachi Vantara's Client Service and Support unit for their data storage initiatives within channel resellers.
- Responsible for cross-sales, account management, renewal support, partner management and account win back efforts for application, networking, security and content management software.
- Personal goal attainment of 120% of FY 2015 goal of $5M; Total team attainment in 2016 of 150% of yearly revenue goals.
- Helped expand team's book of business from 85 accounts renewed to 130 accounts renewed in 2016 and achieved 105% of personal quota in 2018.
- Gained expertise in transitioning customers from on-premise hardware to Cloud/SaaS based solutions through the increased use of AWS and Microsoft Azure.
Enterprise Account Manager
Bugcrowd
11.2016 - 09.2017
- Worked remotely in local territory with responsibility for enterprise account management and new account acquisition in Georgia, Florida and the Carolinas.
- Sold an application security and vulnerability management service through a private and fully managed crowd sourcing SaaS platform.
- Was on pace to reach 2017 revenue goal of $750K, Engaged with 10 Fortune 500 companies within territory.
- Successfully sourced 24 new opportunities and closed 5 new logo sales in a green field territory.
- Established 4 Channel partner reseller alliances, extending our sales reach into wider potential markets.
Account Executive
AirWatch - VMWare Workspace One
01.2012 - 09.2013
- Responsible for solutions based selling of mobile device, application and content management SaaS in the Carolinas for companies under $2B in revenue.
- Promoted from small-medium size business sales to large accounts after demonstrating ability to attain business above quota - awarded 2 merit raises.
- Actively pursued business through self and marketing generated leads. Executed on-site and remote technical demonstrations for prospective customers.
- Consistent top 20% performer for sales team. 125% to $750K goal in 2012. Over $1.5M in total annual recurring revenue attainment.
Inside Sales Representative
Lancope - A Cisco Company
03.2010 - 01.2012
- Completed the initial sales cycle including prospecting, lead qualification and pricing for a complex network security and monitoring software in 3 major global territories.
- Recruited 22 new customers including company's 2 largest
- Successfully built and executed a global sales and marketing strategy that increased inbound lead generation by 400%. Program generated over $1M in additional revenue in its first 9 months.
- Achieved and exceeded $2M sourced revenue quota for FY 2011
Education
BBA - Marketing
University of Georgia
Athens, GA12.2008
Skills
Technically Adept Relationship Manger
Customer Advocacy Professional
Complex Problem Solver
Upsell and Expansion Focused
Renewal Revenue Driver
Salesforce and Gainsight Expert
Timeline
Senior Customer Success Manager
Fluxx
08.2021 - 05.2024
Customer Success Manager
Revegy, Inc.
02.2019 - 08.2021
Enterprise Account Manager
Bugcrowd
11.2016 - 09.2017
Customer Success Renewals Manager
N3, LLC - Hitachi Vantara Solutions - Contractor
01.2014 - 11.2016
Account Executive
AirWatch - VMWare Workspace One
01.2012 - 09.2013
Inside Sales Representative
Lancope - A Cisco Company
03.2010 - 01.2012
BBA - Marketing
University of Georgia
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