CHRISTINE DANIELSON
Portland,Oregon
Summary
Experienced Executive specialized in strategic planning, cross-functional operational leadership, and enhancing customer experience. Adept facilitator and consensus builder known for fostering relationships and facilitating communication across all organizational levels. Demonstrates skill in presenting complex information verbally, in writing, and through graphical representations. Proficient in various facets of financial budgeting, forecasting, and reporting. Possesses extensive expertise in utilizing software tools including Salesforce, JIRA, Smartsheet, and Gainsight to streamline processes and drive efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Vice President Customer Success – Archiving & Compliance
Smarsh
05.2024 - Current
- Launched Account At-Risk Review Process to enhance churn prevention
- Participated in key decisions regarding Customer Success's role in Sales Pipeline and Churn Mitigation
- Managed efforts for renewal pricing and package price adjustments, achieving an increase of more than $3 million in ARR
- Set benchmarks for employees to boost productivity and retention
- Fostered teamwork among department leaders to enhance cooperation
- Directed financial operations overseeing budgeting, forecasting, and analysis activities
- Optimized staff roles and efficiency, leading to multiple team promotions within the first 8 months
- Crafted and implemented new compensation strategy focused on Net Retention vs Gross Retention
Associate Vice President, Customer Success/Operations - SaaS Software
NAVEX Global
03.2019 - 05.2024
- Drive annual Net Retention, Upsell/Cross Sell, and other pivotal Key Performance Indicators (KPIs) for the Customer Success Program, achieving an impressive 106% Net Retention against $100M ARR in the CSM Program in 2023
- Shape future lifetime value through heightened product adoption, amplified customer satisfaction, and elevated overall health scores utilizing Pendo, NPS & CSAT Surveys. Improved responses by over 50%.
- Identify and optimize customer lifecycle while harnessing NAVEX Community resources to optimize customer engagement
- Establish and sustain segmentation of the customer base, employing diverse strategies for customer outreach ranging from High, Medium, and Low touch, as well as Digital methodologies
- Lead recruitment efforts, securing experienced leaders for each functional role, notably hiring 15 CSMs in 2021 for the Strategic Growth Initiative and maintaining a current team of 31 CSMs/TAMs
- Develop swift onboarding processes for new team members to ensure rapid integration and productivity
- Cultivate a collaborative environment within the team and across the organization, fostering alignment with Sales and Product teams for seamless cross-functional operations
- Enhance effectiveness and efficiency through the strategic utilization of technology stacks, including Gainsight, Pendo, Salesforce, and LinkedIn Sales Navigator
- Cultivate a pervasive culture of Customer Success throughout the organization, driving company-wide commitment to delivering exceptional customer experiences
Program Director - SaaS Software Implementations
Aravo
07.2017 - 01.2019
- Direct management responsibility of Project Managers, Senior Consultants, and Configuration Specialists for large-scale enterprise software implementations for global clients of all sizes
- Oversee day-to-day operations for project teams, including initial onboarding, training, and continued management support
- Act as liaison with internal and external clients and support teams
- Meet with team members to determine project status and remove obstacles as needed to ensure successful work product
- Perform regular review of project metrics to determine alignment with company objectives for productivity and profit
- Participate in sales process & manage additional product and service requests from clients, contributing to revenue goals for the Services Team and company at large
- Collaborate with finance for generation of Statements of Work (SOWs), contract renewals, and monthly billing
- Build relationships within client base at all levels
- Respond to and resolve client and employee escalations
Project Manager/Solutions Consultant - Compliance Software
NAVEX Global
04.2014 - 07.2017
- Actively drive and manage the evaluation and discovery stage of the sales process, working as liaison between professional services, sales, marketing, customer service, and product management, product engineering, legal, and other departments
- Develop and initiate change impact assessments, sponsorship plans, communication plans, and training plans to increase effectiveness, awareness, and adoption
- Evaluate existing systems, processes, and/or user needs to analyze, recommend, design, and implement best practices associated with multiple NAVEX Global (SaaS) applications
- Act as a liaison between Client and internal resources to effectively and efficiently implement the NAVEX Global software solution
- Manage multiple projects and responsibilities simultaneously
- Consulting focus on Global Whistleblower Compliance specific to in-country requirements for data management and notification requirements
Director of Project Management - Marketing/Print Media
Ivey Performance Marketing
12.2012 - 04.2014
- Oversee, monitor, and coordinate project management activities for a team of seventeen
- Lead daily production meetings to establish daily priorities
- Daily coordination with the General Manager of Production to meet defined company and operational objectives
- Work directly with CEO on monthly revenue forecasting as well as reporting on a weekly and monthly basis
- Manage project workload and priorities for project team
- Create and apply performance standards and training to develop project team to ensure success and delivery of project objectives
Education
Bachelor of Science - Business Administration
Warner Pacific University
Portland, OregonUnderstanding Financial Statements, Conflict Management & Resolution, Emotional Intelligence, Lean Project Management, ScrumMaster Training
Portland State University
Portland, ORSkills
- Customer success team management
- Customer insights reporting
- Strategic resource planning
- Team leadership
- Process optimization
- Risk assessment and mitigation
- Strategic business planning
- Analytical decision making
Accomplishments
- Achieved a significant increase in Net Retention, growing from 103% to 110% for the Enterprise Team.
- Developed and led the At-Risk Review Process and Review Team, successfully identifying and mitigating churn through targeted action plans.
- Conducted comprehensive staff assessments and realignments, resulting in 8 promotions within 5 months.
- Enhanced forecasting capabilities for churn and renewal ARR, providing greater visibility for the C-suite.
- Oversaw pricing and packaging renewal initiatives, driving an additional $3.8 million in ARR.
Certification
- Customer Success Certification, Portland State, Fall 2023
- PMP, Spring 2011
- Project Management, Spring 2008
Areas Of Operational Responsibility
- Customer Success Team Oversight (KPI Establishment & Reporting)
- Voice of the Customer (Analysis & Reporting)
- Customer Community
- Customer Learning (Knowledge Base/How To’s)
- Resource Management – Project Assignments
- Project Management
- NPS
- Churn Mitigation
- Issue Tracking & Resolution
Timeline
Vice President Customer Success – Archiving & Compliance
Smarsh
05.2024 - Current
Associate Vice President, Customer Success/Operations - SaaS Software
NAVEX Global
03.2019 - 05.2024
Program Director - SaaS Software Implementations
Aravo
07.2017 - 01.2019
Project Manager/Solutions Consultant - Compliance Software
NAVEX Global
04.2014 - 07.2017
Director of Project Management - Marketing/Print Media
Ivey Performance Marketing
12.2012 - 04.2014
Bachelor of Science - Business Administration
Warner Pacific University
Understanding Financial Statements, Conflict Management & Resolution, Emotional Intelligence, Lean Project Management, ScrumMaster Training
Portland State University