Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Accomplishments
Timeline
Generic

Chris Hecklinger

UT

Summary

Customer quote - “For the past 3+ years, Chris has been an outstanding representative for me and my team when it comes to our content-sharing platform. He is a staunch advocate of client success, and it shows through his work ethic, customer care, and adherence to detail. Always reachable, Chris is a prime example of expecting customer service, and receiving excellence. – Stephanie W, current EveryoneSocial customer

Overview

13
13
years of professional experience

Work History

VP, Customer Success

EveryoneSocial
01.2020 - Current
  • Developed customer value strategies to enhance satisfaction and retention.
  • Managed client escalations while collaborating with product and engineering teams for prompt resolutions.
  • Served as primary liaison for C-level and VP client contacts, fostering strong relationships.
  • Key metrics: Gross retention, net retention, CSAT, and time to value

VP, Customer Success

Chargeback.com
01.2019 - 01.2020
  • Managed team of 28 across Implementation, Customer Success, and Paid Services.
  • Grew NPS score from 10 to 35 in seven months through proactive outreach and webinars.
  • Boosted renewal rate by 25% during Q3 and Q4 2019.
  • Leveraged deep understanding of CRM and AI tools to enhance operational efficiency.

VP, Account Management

EveryoneSocial
01.2014 - 01.2019
  • Developed training and implementation plan to enhance client adoption of platform.
  • Drove business growth from 13 clients generating $300K ARR to over 120 clients generating $25M ARR.
  • Monitored success metrics including CSAT, NPS, renewal rates, upsell revenue, and support ticket resolution time.

Enterprise Customer Success Manager

Needle Inc
01.2012 - 01.2014
  • Oversaw client onboarding, implementation, launch, and ongoing program success.
  • Enhanced live chat e-commerce program through A/B testing and performance optimization.
  • Demonstrated product capabilities to client sponsors, including VP and C-level executives.
  • Managed executive relationships at enterprises like Norwegian Cruise Line, Overstock.com, Carhartt, and Urban Outfitters.

Education

Bachelor’s Degree - Communications/Marketing

California State University

Skills

  • Executive communication
  • Problem solving
  • Client relationship management
  • Team leadership
  • Customer retention
  • Data analysis

Affiliations

  • Scout leader
  • Pickleball and Surfing

Accomplishments

  • Adobe Sales Award

Timeline

VP, Customer Success

EveryoneSocial
01.2020 - Current

VP, Customer Success

Chargeback.com
01.2019 - 01.2020

VP, Account Management

EveryoneSocial
01.2014 - 01.2019

Enterprise Customer Success Manager

Needle Inc
01.2012 - 01.2014

Bachelor’s Degree - Communications/Marketing

California State University

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Chris Hecklinger