Charlie Gore

• Leading CSM teams from 4 to 8 individuals by driving customer success strategies to secure renewals for a $10M ARR customer base
• Achieved a company objective of $2.5M ARR per CSM by taking ownership and enabling the team on 3 new products in 1.5 years
• Achieved 72% renewal rate in 2024 (Goal of 71%), generating $3.5M in revenue
• Owning forecasting processes, identifying risks, and executing mitigation strategies with cross functional teams
• Spearheaded onboarding and enablement for 7 products, developing training programs and documentation
• Implemented automation through ChurnZero and Outreach, enhancing efficiency to focus on meaningful customer interactions
• Fostered cross-functional collaboration with Sales, Product, and Support Engineering to improve account health by conducting Quarterly Account Health Checks and bi-weekly Churn Risk meetings
• Managed hiring and onboarding of 6 CSMs, with multiple team promotions and longevity
• Designed and led 5 on-site Work Weeks focused on CS skill development, product enablement and team building. Hosted team specific CS Roadshows to evangelize our team and strengthen global alignment.
• Achieved 100% Employee Engagement Score twice and routinely hit 90% and above (4 out of 6 cycles)

Enterprise Customer Success Manager and Team Lead (2018 - 2022)

(Acquired by Demandbase)

• Managed a portfolio of 30+ Enterprise customers, owning $3M in ARR
• Managed accounts from onboarding to renewal period, with focus on adoption
  and satisfaction while helping to identify upsell and cross-sell opportunities
• Achieved MBO Attainment of 95% (2018), 90% (2019), 95% (2020), 98% (2021)
• Enabled successful integration during acquisition of InsideView by Demandbase by spearheading cross team enablement

Sales Development (2015 - 2018)

• Team Lead - Enterprise Sales Development (Oct 2017 - Jan 2018)
• Outbound Enterprise Sales Development (May 2016 - Sept 2017)
• Inbound Small/Medium Business Sales Development (Nov 2015 - Apr 2016)

• Acted as first point of contact for all online customers, creating lead records and managing lead flow to Sales Staff and Sales Managers
• Created, managed and scheduled content for social media and demand generation programs to engage interest in our dealership
• Managed all Used and New vehicle inventory within our website and various inventory platforms

• Ensured policy adherence for thousands of advertisements on Facebook daily
• Routinely collaborated with team members to streamline processes, recognize trends and increase consistency

• Writing, recording, playing live shows and managed day to day operations
• Permanent Substitute Teacher at McCallum High School