Dumming
Eric deLima Rubb
VP, Customer Success
Norwell,MA
Summary
Strategic and empathetic Customer Success executive with 10+ years of experience in customer success, digital strategy, marketing, and business intelligence. Proven track record of building and leading high-performing teams that consistently deliver value to enterprise clients through omnichannel intelligence programs. Skilled in driving customer retention and growth across diverse sectors. Creative strategist with a deep understanding of performance metrics, able to align business objectives with actionable insights.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
VP, Head of Customer Success & Insights - Americas
Brandwatch
9 2023 - Current
- Oversee portfolio of accounts worth $60 million ARR, achieving 95% to 106% of target attainment
- Led cross-functional strategic CX and Insights teams for successful completion of major projects, resulting in increased efficiency and client satisfaction
- Collaborated with senior management to integrate legacy business units, developing new organizational structure to support enterprise clients
- Drive customer retention and satisfaction, ensuring clients extract maximum value from consumer intelligence solutions
- Collaborate closely with Commercial and Product teams to improve service delivery
Director, Customer Success – Enterprise & Strategic Brands
Brandwatch
02.2023 - 10.2023
- Managed $36 million portfolio of enterprise clients, achieving 103% attainment to target.
- Led team of Customer Success Managers focused on top-tier enterprise clients, ensuring seamless implementation and support of Brandwatch's solutions
Manager, Customer Success – Strategic Brands
Brandwatch
11.2021 - 02.2023
- Managed $31M portfolio of enterprise clients, achieving 103% attainment to target
- Managed team supporting strategic clients in Pharma, Financial Services, and CPG sectors
Head of Customer Success
BuzzSumo
01.2018 - 05.2020
- Oversaw all customer success and support functions for 3,400+ active users, focusing on activation, retention, and growth
- Shepherded CS function through acquisition by Brandwatch in 2017, installed as first Head of Global Customer Success
- Led efforts to streamline customer interactions and maximize value from BuzzSumo's content marketing platform
- Reduced churn by 2% through proactive engagement and personalized support initiatives.
Director of Marketing & Creative
Propared, LLC
06.2014 - 12.2016
- Led marketing and product launch strategies for SaaS platform, while managing cross-functional collaboration with Product, Sales, and Engineering teams
- Spearheaded marketing overhaul that increased revenue by 60%
- Improved customer retention by 50% through enhanced onboarding and training programs.
Education
Master of Business Administration (MBA) - Marketing
Rollins College, Crummer Graduate School of Business
Winter Park, FL 01.2013 - 05.2014
Bachelor of Fine Arts (BFA) - Acting
Boston University, College of Fine Arts
Boston, MA 09.1997 - 09.2002
Skills
Customer Success Strategy & Execution
Process Improvement
Coaching and Mentoring
Strategic Planning
Cross-functional Collaboration
SaaS Product Implementation
Revenue Retention & Growth
Executive Client Engagement
Omnichannel Insights & Analytics
Digital Consumer Intelligence
Team Leadership & Development
Customer Success Strategy & Execution
Websites
Interests
Soccer
Singing
Acting
Cooking
Timeline
Director, Customer Success – Enterprise & Strategic Brands
Brandwatch
02.2023 - 10.2023
Manager, Customer Success – Strategic Brands
Brandwatch
11.2021 - 02.2023
Head of Customer Success
BuzzSumo
01.2018 - 05.2020
Director of Marketing & Creative
Propared, LLC
06.2014 - 12.2016
Master of Business Administration (MBA) - Marketing
Rollins College, Crummer Graduate School of Business
01.2013 - 05.2014
Bachelor of Fine Arts (BFA) - Acting
Boston University, College of Fine Arts
09.1997 - 09.2002
VP, Head of Customer Success & Insights - Americas
Brandwatch
9 2023 - Current
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