Zendesk
Jodi Geigle
Vice President, Customer Success
San Diego,CA
Summary
VP of Customer Success with 10+ year proven track record of scaling high performing CS teams, client relationship management, and ARR growth. Progressive background spanning tech, SaaS, e-commerce, and AI software across health, finance, and retail industries. Highly passionate and proficient in large scale team leadership, communication, operational excellence, and strategic customer engagement, retention, and support.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Vice President, Client Experience
STAT Recovery Services
Remote/San Diego, CA
10.2022 - Current
- Enhanced company profitability from 8M to 35M in 2 years by implementing strategic business plans and optimizing operational processes.
- Built a high-performance CS team through effective recruitment coupled with ongoing KPI management processes.
- Lead a team of 18 and helped 6 individuals secure growth and senior leadership promotions through direct development and mentorship.
- Oversaw M&A activities that expanded company footprint into new markets while ensuring seamless integration processes post acquisition.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing client engagement, retention, and service expansion.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Communicated business performance, forecasts and strategies expansion to internal and external stakeholders.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Launched new products or services in various markets by tailoring offerings based on customer needs analysis.
Director of Customer Success
ReTech Labs
Remote/San Diego, CA
04.2022 - 10.2022
- Managed global retail Enterprise accounts to retain and broaden relationships with key stakeholders.
- Established KPI's for company, partners, and individual performance through teamwork and focus on customers.
- Resolved problems and identified opportunities to add value to existing, high-profile customers.
- Collaborated cross-functionally with international teams to develop solutions, accomplish shared objectives, and maintain consistent message and experience.
- Aligned company goals with customer outcomes and increased satisfaction by optimizing customer ROI.
- Manage and directed a small internal team to deliver on outlined goals and metrics.
Director of Customer Experience
Signos
Remote/San Diego, CA
03.2021 - 03.2022
- Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
- Set team and individual KPIs and provided regular, actionable feedback to ensure customer engagement, retention, and success.
- Defined, scaled, and managed customer experience team, processes, and infrastructure.
- Cross department collaboration with Marketing, Product, Partnership, and Operations teams to refine and improve customer onboarding, experience and satisfaction.
- Defined, implemented and revised operational policies and guidelines to implement new procedures and corrective actions to improve quality.
- Contributed to a team that secured a 13 million Series A raise and engaged members in an IRB certified, clinical trial on CGM's.
Head, Customer Support and Global Fulfillment
Neurohacker Collective
Carlsbad/Hybrid , CA
12.2016 - 02.2021
- Recruited, hired, trained, and supervised the local and remote CS team for a multi-million dollar health company.
- Cross collaboration with COO, Marketing, Wholesale, and Affiliate teams to elevate B2C and B2B client services, customer support, account retention, and net profits.
- Defined and captured data and target KPI's on customer relationships and enterprise accounts to maintain strong ties and ensure satisfaction.
- Directed technological improvements to reduce bottlenecks and streamline B2C and B2B fulfillment.
- Developed internal requirements and SOP's to ensure regulatory compliance and minimize regulatory risks.
- Defined, implemented and revised operational policies and guidelines.
- Managed procurement, inventory and warehouse operations, including 3PL contracts and SLA's.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs to support a profitable,15 million annual revenue CPG company.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Senior Manager, Nutrition and Culinary Development
Beachbody
Los Angeles, California
12.2015 - 12.2016
- Developed health programming and dietary protocols across multimillion client base to ensure customer retention and success.
- Cross-functional collaboration with CEO, Marketing, Production and Brand Leadership teams teams to execute successful program launches for billion dollar health and fitness company.
- Managed organization, production, workflow and distribution of product development life cycle
- Assessed all phases of product lifecycle, including identifying and recommending opportunities for changes to unit stakeholders.
- Supervised and managed all nutrition and culinary product-related customer communication to achieve brand messaging accuracy
Director of Client Services
Fitmo
Remote/Los Angeles, CA
07.2015 - 11.2015
- Restructured and supervised a team of 50+ health professionals across the US and Western Europe to ensure effective customer service and virtual health support
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Monitored, measured and drove customer service growth and profit objectives by coaching and motivating support team.
- Developed customized KPI reporting tools and dashboards to generate customer engagement and internal intelligence reports.
- Cross functional collaboration with Tech, Product, and Executive team to define and improve processes to maintain high levels of customer success and retention.
Director of Customer Experience
Kumu
Los Angeles, California
06.2014 - 07.2015
- Recruited, hired, trained and supervised a team of 100+ health & wellness professionals across the U.S.
- Implemented detailed data analysis and strategic operational support to ensure quality telehealth, performance measurement, and customer success
- Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
- Instrumental in partnerships with Talk Space, Jawbone and Anthem Blue Cross.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of team.
- Built effective training and coaching strategies to optimize team performance.
- Conceptualized and helped execute an IOS Wellness App that was a Featured Download and Best App in the iTunes App Store.
Education
Bachelor of Arts -
University of Southern California
Los Angeles, CA 08.1998 - 05.2002
AADP, CHHC - Foods, Nutrition, And Wellness Studies
Institute For Integrative Nutrition
New York, NY 08.2011 - 10.2012
Level 2 Certification - Nutrition Sciences
Precision Nutrition
Ontario 01.2012 - 12.2012
Skills
Leadership
Communication
Strategic Planning and Execution
Organization
Data-driven decision-making
Training and Development
Client Advocacy
Operations
Software
CRM Systems
Asana
SaaS
Hubspot
Timeline
Vice President, Client Experience
STAT Recovery Services
10.2022 - Current
Director of Customer Success
ReTech Labs
04.2022 - 10.2022
Director of Customer Experience
Signos
03.2021 - 03.2022
Head, Customer Support and Global Fulfillment
Neurohacker Collective
12.2016 - 02.2021
Senior Manager, Nutrition and Culinary Development
Beachbody
12.2015 - 12.2016
Director of Client Services
Fitmo
07.2015 - 11.2015
Director of Customer Experience
Kumu
06.2014 - 07.2015
Level 2 Certification - Nutrition Sciences
Precision Nutrition
01.2012 - 12.2012
AADP, CHHC - Foods, Nutrition, And Wellness Studies
Institute For Integrative Nutrition
08.2011 - 10.2012
Bachelor of Arts -
University of Southern California
08.1998 - 05.2002
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