Dave Madden
Seattle,WA
Summary
Customer success leader with a focus on growth and performance-driven cultures. Over 15 years of experience in eCommerce, online advertising, travel, and technology sectors. Proven ability to build and scale high-performing sales, account management, and customer success teams. Expertise in go-to-market strategies with a successful track record in launching new media software and eCommerce products.
Overview
22
22
years of professional experience
Work History
Head of Customer Success, Pets & Grocery Categories, Amazon Vendor Services
Amazon
Seattle, WA
10.2020 - Current
- Responsible for leading the Amazon Vendor Services (AVS) Customer Success team for the Pets and Grocery categories, including hiring, management and GL Strategy.
- Member of the Consumables AVS leadership team with specific ownership of program expansion and revenue goals framework.
- Responsible for hiring and directing a team of 75+ Customer Success Managers that provide operational and strategic support to the largest pet and grocery product vendors at Amazon, delivering over $xxB in annual sales.
- Led the creation and rollout of the 2022 growth goals framework for the AVS Hardlines teams, delivering and managing goals and measurement for over 150 Customer Success Managers.
- Worked cross functionally to grow AVS program enrollments and launches by 54% between 2021 and 2023, while maintaining a program attrition rate of less than 3%.
Vice President of Sales & Customer Success
Liftopia Inc. (now Catalate)
San Francisco, CA
08.2015 - 10.2020
- As a member of the executive team reporting directly to the CEO, I led sales, customer success, and revenue strategy for the industry's leading ecommerce and revenue management provider in the ski and attractions industry.
- Grew SaaS revenues by over 50% in the first two years by implementing new sales structure, value proposition, playbook, compensation plans and commercial terms.
- Successfully launched Liftopia’s services in Europe in 2017 exceeding first year targets, and growing 3x in the 2019-20 season. This included hiring, training, setting up regional entities, go-to-market strategy and team management.
- Responsible for hiring and directing a new sales and service team focused on growing the waterpark and summer attraction verticals. Led team to 4.5x revenue growth in 2019.
- Liftopia was North America's largest seller of ski lift tickets, powering ticketing and revenue management for more than 200 resorts and amusement parks across North America and Europe through its ecommerce SaaS platform, CloudStore.
Director, Strategic Account Management
Microsoft Advertising
Seattle, WA
03.2014 - 08.2015
- As a regional department head, led the account management team responsible for the sales and service relationship with Microsoft Advertising’s largest strategic agency and direct accounts.
- Responsible for managing the sale and delivery of $120M in advertising revenue for West region verticals including Auto, Entertainment, Finance, Retail and Travel.
- Managed a team of 26, responsible for building relationships, responding to RFPs, overseeing campaign delivery, creative consultation and growing the advertising client’s business.
- Led efforts to increase the level of sales cycle ownership for Account Managers, leading to a 75% increase in Account Manager owned revenue in my first year. This included sales up-skilling, coaching, creation of new hiring standards and updating incentive programs.
General Manager, North America
LivingSocial, Escapes
Washington, D.C.
11.2010 - 02.2014
- As a founding member and the division head of LivingSocial Escapes, played the lead role in launching and growing the Escapes business to over $100M and becoming one of the top 1% of travel sales companies.
- Overall P&L responsibility for the North America Escapes website, including revenue, budget, product and promotional strategy.
- Built and managed the North American sales and operations team from the ground up to 45 employees including Directors, regional field sales and an acquisition focused SDR team.
- Key member of the internationalization project, helping regional leadership launch the Escapes business in Europe and Asia and supporting international growth efforts.
- Launched a media and sponsorship program to further monetize Escapes website traffic.
- Served as the main spokesperson for the Escapes business with the media, strategic partners and industry organizations. This included press interviews and multiple speaking engagements.
Senior Director, Global Travel Media Sales
Expedia Media Solutions
Bellevue, WA
09.2004 - 08.2010
- Responsible for building and managing the global advertising sales, business development and account services teams for Expedia.com, Hotels.com and Hotwire.com.
- During my tenure, I led revenue growth from $10M to $100M and team growth from 4 to over 50 sales and support team members in 10 countries.
- Responsibilities includes sales team management, revenue strategy, structuring large partnerships, informing product strategy, managing pipeline, business development and forecasting.
- Played a key leadership role in launching the first online travel agency bid-for-placement program, TravelAds, now used across multiple travel websites.
- Led the sales and got to market strategy for the first OTA retargeting program, PassportAds.
- Worked side-by-side with direct reports to close six figure media campaigns with the largest brands in travel including; Disney, American Airlines, Marriott, Jet Blue, Wyndham, Starwood, United Airlines and Las Vegas Tourism.
- Led the efforts to merge three different regional teams into one global sales organization with unified product, goals and leadership.
Education
Master of Business Administration -
Pepperdine University
Malibu, CABachelor of Science - Business & Management
University of Redlands
Redlands, CASkills
- Sales strategy and leadership
- Team building and scaling
- Leadership development
- Key account management
- Revenue growth strategies
- Go-to-market strategy
- Customer success management
- Negotiation skills
- Strategic planning
- Change management
Timeline
Head of Customer Success, Pets & Grocery Categories, Amazon Vendor Services
Amazon
10.2020 - Current
Vice President of Sales & Customer Success
Liftopia Inc. (now Catalate)
08.2015 - 10.2020
Director, Strategic Account Management
Microsoft Advertising
03.2014 - 08.2015
General Manager, North America
LivingSocial, Escapes
11.2010 - 02.2014
Senior Director, Global Travel Media Sales
Expedia Media Solutions
09.2004 - 08.2010
Master of Business Administration -
Pepperdine University
Bachelor of Science - Business & Management
University of Redlands