Hi, I’m
Forrest Hersom
Customer Success Professional
Denver,CO
Summary
Driven, servant leader and strategic advisor for enterprise and mid-market organizations spanning SaaS, data, marketing, retail, and consumer industries. Over six years of experience across customer success, product management, marketing, and tech strategy. Always starting from empathy and bringing joy to the journey.
Overview
6
years of professional experience
5
years of post-secondary education
Work History
SesoSan Francisco, CA (Remote)
Enterprise Customer Success Manager
01.2023 - 06.2023
Job overview
- Developed and owned multi-year relationship strategy for a portfolio of top-tier Enterprise customers, including owning customer satisfaction, retention, and expansion
- Guided customers to implement and use the right set of products and features from the Seso suite to drive maximum value for their specific use case
- Created innovative solutions to drive ramp, adoption, and expansion with the company's most complex accounts
- Collaborated with Sales, Operations, and Product teams to execute on, and help create playbooks, data points, tools, and resources to educate and encourage the upsell/cross-sell/renewal strategy within each account
- Served as a strategic advisor for clients, understanding nuance behind their needs, communicating complex concepts and priorities clearly
TypeformBarcelona, Spain, (Remote)
Enterprise Customer Success Manager
06.2021 - 12.2022
Job overview
- Maintained global portfolio of Enterprise customers (Full-lifecycle management) including Fortune 500 logos
- Surpassed success metric goals with 98% GRR and 103% NRR in the first year
- Communicated regularly with C-suite executive stakeholders, as well as Product, Marketing, Support and IT teams
- Drove expansions and cross-sales across multiple product lines
- Created enablement content for onboarding and account management in Notion
- Coached and trained new CSMs and Onboarding Specialists
GlooBoulder, CO
Technical Project Manager
08.2020 - 06.2021
Job overview
- Facilitated cross-functional team meetings, stakeholder reviews, and communication loops between Product, Sales & Success, Support, and Marketing
- Led agile development teams through daily stand-ups, backlog refinement, team retros, and sprint planning
- Removed blockers and impediments to deliverables to ensure timely, accurate task completion
- Created and maintained product roadmaps, feature release calendars, sprint backlogs, and go-to-market timelines
GlooBoulder, CO
Account Consultant + Marketing Strategist
02.2017 - 08.2020
Job overview
- Served as a trusted advisor for over 40 unique organizations
- Led executive teams through onboarding, implementation, and optimization across 5 unique products
- Developed effective go-to-market, support, and email nurture strategies for 11 unique product offerings
- Authored 3 eBooks and over 10 blog posts on the topic of data-driven business strategy
- Analyzed customer data and personas to tailor content and drive engagement
Education
University of Colorado At BoulderBoulder, CO
Bachelor of Arts from Film
08.2013 - 12.2016
Arapahoe Community CollegeLittleton, CO
Associate of Arts from General Studies
05.2011 - 05.2013
Skills
Customer Success
Empathy & Servant Leadership
Product Adoption and Implementation
Experience Architecture
Strong Communication
Problem-solving & Technical Strategy
Team Culture Building
Data-Driven Mindset
Proficiencies
Salesforce, ChurnZero, Catalyst, Zendesk, Looker, Asana, Stripe, Zoho, Slack, Gong, Calendly, Notion, Google Workspace, Zoom, HubSpot, Gainsight
Timeline
Enterprise Customer Success Manager
Seso
01.2023 - 06.2023
Enterprise Customer Success Manager
Typeform
06.2021 - 12.2022
Technical Project Manager
Gloo
08.2020 - 06.2021
Account Consultant + Marketing Strategist
Gloo
02.2017 - 08.2020
University of Colorado At Boulder
Bachelor of Arts from Film
08.2013 - 12.2016
Arapahoe Community College
Associate of Arts from General Studies
05.2011 - 05.2013