Glenn Volk

• Q3 Company Customer Success Award for Customer Management
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Manage 3 accounts totaling 4.49m AOV, 45.76K Billable Active Users, and growth potential to 150K users
• Strong risk mitigation with 98% retention rate over all managed accounts
• Successfully attributed to 3.56m ACV upsells with current pipeline of 2.23m
• Navigated large complex organizations while driving alignment with administrators, users, and C level executives
• Have deep domain expertise, product knowledge, business acumen/strategy, and thought leadership to drive outcomes
• Monitored metrics and developed actionable insights to improve efficiency and performance.

• Lead end to end Customer Success team
• Built out hiring plans, budget, job descriptions, and promotion paths for growth
• Oversaw top customers: Intel, Fanduel, Khoros through large onboarding and roll out

Built and Lead Enterprise Customer Success Team responsible for all customers $75k+ in annual recurring revenue (ARR)

• 87% Total Gross Retention, H2 2018
• 119% Total Net ARR, H2 2018
• Implement scalable processes resulting in decreased churn year-over-year (e.g., from 25% in 2016 to 13% in 2018)
• Personally managed Figure Eight's top and largest strategic accounts: Apple, Twitter
• Lead and executed large strategic projects for image annotation, NLP, and search relevance
• Team is responsible for 80 customers, equatable to $11MM ARR
• Hired, trained, promoted, and retained 6 current Customer Success Managers over 2.5 year period
• Develop team charter, CSM career path, metrics, and strategic initiatives
• Lead cross-functional Customer Success and Sales team meetings to further collaboration, churn mitigation, and revenue generation
• Collaborate with Figure Eight C-level executives in cross-functional meetings (e.g., Product, Machine Learning, and Marketing)

• Player, leader, and coach to CSM team
• Hired, trained, instructed, and supported 3 Customer Success Managers, to grow their skill sets as both individual contributors and leaders
• Retained full book of enterprise accounts before slowly transitioning accounts to newly hired and ramped enterprise CSMs
  

• Managed $5MM ARR book of business as individual contributor
• Q3 '15 - Company Wide Performance Award
• Q3 '15 - 168% Net ARR
• Q4 '15 - 148% Net ARR
• Q1 '16 - 134% Net ARR
• Q2 '16 - 120% Net ARR
• Q3 '16 - 131% Net ARR
  

• Individual contributor and sole success manager for all accounts