Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Chris Vu

Pleasanton

Summary

Consulting and Customer Success leader with over 20 years of experience in developing and implementing Customer Experience growth strategies. Proven ability to drive impactful outcomes through servant leadership, achieving high retention, adoption, and growth metrics for Enterprise HLS customers at Salesforce. Recently led initiatives transforming operations from a cost center to a revenue-generating profit center. Experienced in advising startups and mid-market companies on scaling Customer Success, with a background in senior leadership roles at Big 4 consulting firms.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Success Advisor

Self-employeed
Pleasanton
07.2025 - Current
  • Advisor to a Salesforce ISV partner on scaling their Customer Success function
  • Advisor to a B2C Healthcare start up on implementing Customer Success strategies

Customer Success Director

Salesforce
San Francisco
08.2017 - 05.2025
  • Successfully led the Enterprise Healthcare & Life Sciences (HLS) portfolio (~$300M)
  • Strategic direction & guidance of a high performing team
  • Orchestrate Customer Success offerings by aligning with diverse stakeholders such as Product, Engineering, Advisory/Services, Enablement, etc.
  • Define and refine approach for driving revenue growth
  • Coach and mentor colleagues to attain & sustain high performance
  • KPIs: NRR (>92% avg), AOV growth (~26%), and avg CSAT of 89%
  • Key contributor to cross functional Customer Experience initiatives: Help portal, Cross Sell & Upsell, Implementation Success, and Value Framework
  • Defined strategy & developed frameworks that helped resulting in 20% reduction in implementation risks and over $15 M Success Plan revenue within 2 years
  • Enacted scale enablement programs and playbooks for CSMs to upskill as part of an operating model transformation
  • Establish and nurtured C and VP level customer relationships for > 50% of HLS accounts
  • Advised client executives on developing an AI CRM roadmap
  • Product Scope: Sales Cloud, Service Cloud, Health Cloud, Analytics, Agentforce (Agentic AI)

Director

PricewaterhouseCoopers LLP
San Francisco
01.2014 - 01.2017
  • Successfully sold and executed multiple business and technology engagements for Fortune 500 Health Industry clients
  • Led Agile project team to implement a Data Review application using Salesforce Platform resulting in ~50% reduction in time savings
  • Led cross functional team to assess and recommend R&D Engagement platform options for a major pharmaceutical client. The team consisted of R&D, Technology, and User Experience professionals and deliverables included prioritize user stories, user experience prototype, technology platform options, and a phased roadmap. This led to a $2M win for a solution based on the Salesforce platform.
  • Led multiple business & technology projects for a Fortune 500 Pharma client to transform their Research & Development laboratory systems. Successfully sold and executed over $10M worth of billable engagements: IT Strategy, Data Visualization, Change Management, Requirements, Data Modeling, Salesforce, and Data Governance.
  • Facilitated executive visioning sessions, designed, and operationalized an enterprise Data Governance operating model for a major health plan client in California.
  • Mentored and managed consultants to attain high performance and career growth

Senior Manager

Deloitte Consulting LLP
San Jose
01.2007 - 01.2014
  • Leader in the Technology - Enterprise Data Management practice. I was responsible for the sales and delivery of multi-million dollar engagements for Fortune 500 clients and had direct oversight of teams ranging from 2 – 50+ consultants. I was recognized for thought leadership, program management, mentorship, and consistent revenue growth. As a result, I progressed 2 levels (Sr. Consultant - Sr. Manager) in 6 years.
  • Participated and also led RFPs (over $50M in total revenue)
  • Mentored and developed consultants to become high performers
  • Led an engagement to help a Life Sciences client successfully complete an acquisition of a competitor’s bio-surgery division. The project revealed gaps in their customer data that was caused by inconsistent hierarchies, lack of business rules documentation and processes. I led a team that delivered a framework to measure and remediate data quality as well as produce a cleansed set of master data for initial load into SAP ERP.
  • Led a large team to overhaul a Health Plan client’s data management capabilities and processes as a result of multiple mergers and acquisitions. Our team provided a current state assessment, technology tools recommendations, and an implementation roadmap.
  • Co-Lead for a Life Sciences sales data warehouse implementation project. Led the design, development, and testing for all ETLs related to Sales Agents interactions, sample disbursements, goals, targets, time off territory, etc. extracted from Salesforce. Instrumental in defining the solution architecture, data modeling, data mapping, business rules, and Informatica ETL processes for the Data Warehousing solution

Education

BBA - Management Information Systems

University of Houston
Houston, TX

Skills

  • Customer Success, Customer Experience Strategy, Leadership, Team Building, Mentoring, CRM, Artificial Intelligence (Predictive, Generative, Agentic), Business Process Optimization, Revenue Growth, Sales, Service, Marketing, Consulting, Value Management

Certification

Platform Administrator, Agentforce, Data Cloud Consultant, Sales Cloud, Service Cloud

Affiliations

  • Food Bank Volunteer
  • School District Board Member

Timeline

Customer Success Advisor

Self-employeed
07.2025 - Current

Customer Success Director

Salesforce
08.2017 - 05.2025

Director

PricewaterhouseCoopers LLP
01.2014 - 01.2017

Senior Manager

Deloitte Consulting LLP
01.2007 - 01.2014

BBA - Management Information Systems

University of Houston

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Chris Vu