Harrison Rogers
Omaha,NE
Summary
Customer Success leader with over 7 years of experience managing high-impact SaaS portfolios and driving strategic growth. Proven success leading enterprise client relationships, increasing Net Revenue Retention, and enhancing customer satisfaction. Skilled in onboarding, renewals, cross-functional collaboration, CRM optimization, and performance coaching. Adept at scaling Customer Success operations and aligning with GTM strategies to support business goals.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager
Reprise
09.2022 - Current
- Manage a portfolio of 50+ Enterprise and Strategic SaaS clients, representing over 60% of company ARR
- Increased Gross Dollar Retention (GDR) by 20% within 12 months through proactive engagement and usage-based health tracking
- Designed and implemented a new CRM system to monitor customer health, satisfaction, and growth potential using behavioral data
- Created and deployed onboarding playbooks, demo programs, and project trackers, reducing time-to-value and boosting adoption
- Partnered with Sales to improve POC and Pilot conversion rates, increasing overall win rate
- Onboarded and mentored new CSMs, contributing to a team CSAT score of 85% and consistently exceeding KPIs
Senior Customer Success Manager
Traject
01.2021 - 09.2022
- Led a team of 11 across two SaaS platforms generating over $20M in ARR
- Spearheaded upsell/cross-sell campaigns across a 9-product suite, expanding account value and customer engagement
- Guided clients through three price increases, achieving a 140% increase in Monthly Recurring Revenue (MRR)
- Executed full-scale migration of 200+ clients from one platform to another with minimal churn
- Developed Customer Success and Customer Care frameworks within the CS team
- Oversaw renewals and drove Net Dollar Retention (NDR) from 95% to 110%
- Conducted QBRs for 100+ Tier 1 enterprise clients to align on goals and drive expansion
Customer Success Coach
From Now On LLC
03.2019 - 12.2020
- Partnered with collegiate and professional sports teams to build and launch fan engagement mobile apps
- Initiated product improvements based on client feedback and usage insights
- Led ticketing integration projects with 5 major providers, enhancing user experience and data flow
- Scaled client base from 57 to 150 through targeted outreach and renewals with rights holders
- Managed a portfolio of 40+ clients, contributing to over 40% of annual company revenue
Education
Master of Science - Adult Leadership & Organizational Learning
Midland University
Fremont, NE05.2018
Bachelor of Arts - Sports Management & Human Performance
Midland University
Fremont, NE12.2015
Skills
- Salesforce
- Gainsight
- HubSpot
- Intercom
- Google Workspace
- Zoom
- Pendo
- Slack
- Asana
- CRM Strategy
- Onboarding Playbooks
- SaaS Metrics
- Data-Driven Engagement
- Customer Success
- Onboarding
- Playbooks
- Product Adoption
- Usage Tracking
- Revenue Growth
Timeline
Senior Customer Success Manager
Reprise
09.2022 - Current
Senior Customer Success Manager
Traject
01.2021 - 09.2022
Customer Success Coach
From Now On LLC
03.2019 - 12.2020
Bachelor of Arts - Sports Management & Human Performance
Midland University
Master of Science - Adult Leadership & Organizational Learning
Midland University
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