Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
TruckDriver
John McCormick
Open To Work

John McCormick

Customer Success Manager
Wheat Ridge,CO

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Customer Success ManagerSenior Account ManagerEnterprise Customer Success ManagerBusiness Operations Manager

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Wheat Ridge, CO
Open to relocation: Yes

Salary Range

$110000/yr - $150000/yr

Important To Me

Career advancementWork-life balancePaid time offPaid sick leave401k matchWork from home optionHealthcare benefits

Summary

Dynamic Customer Success Manager with a proven track record at Wix.com, adept at fostering client relationships and driving product enhancements. Skilled in data analysis and churn reduction, I successfully managed a portfolio of 30-45 accounts, implementing KPIs that elevated customer satisfaction and retention. Passionate about mentoring and team development.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Wix.com
Denver
02.2021 - 01.2026
  • Managed key account portfolio of 30-45 accounts, fostering long-term relationships with clients.
  • Advocated for customer needs, driving product enhancements within organization.
  • Monitored customer health scores, proactively addressing concerns to minimize churn.
  • Conducted business reviews to assess customer needs and adjust strategies accordingly.
  • Established key performance indicators (KPIs) to measure customer success effectively.
  • Developed comprehensive customer success documentation and resources for team use.
  • Provided leadership and mentoring to new employees on company and team programs.
  • Interviewed prospective hires, offering insights to HR on hiring decisions.

Senior Account Manager

FareHarbor
Denver
12.2018 - 02.2021
  • Managed 250 accounts across three stages: Adoption, Retention, and Growth, achieving highest portfolio revenue.
  • Developed and nurtured client relationships to promote FareHarbor process adoption.
  • Oversaw projects from inception to implementation, analyzing performance and presenting actionable recommendations.
  • Enhanced online conversions for client websites through data analysis and e-commerce strategy optimization.
  • De-escalated client issues using HEART method: hear, empathize, apologize, react, thank.
  • Cultivated strong interdepartmental relationships through trust-building conversations and reliable delivery.
  • Mentored six team members across three global offices: Denver, Amsterdam, and Sydney.
  • Employed creative problem-solving to address dashboard challenges, ensuring optimal software performance.

Director of Recreation

Resort at Squaw Creek
Olympic Valley
10.2017 - 11.2018
  • Directed, recruited, hired and trained a team of 12-15 recreation interns, 3 supervisors and 1 assistant manager to perform the daily operations, activities and upkeep of the recreational facilities and programs
  • Manage and oversee all recreation outlets and operations including: an ice rink, lawn game filled pavilion, 3 pools, water slide, Nordic center, recreation center, corporate recreation events and children's camp facility
  • Created 7 new guided experiences for the guests to enjoy from a stargazing tour to a bike tour to Lake Tahoe ending with a paddleboard tour of North Lake Tahoe
  • Created and implemented 15+ new standard operating procedures to ensure smooth operations through the various recreation outlets
  • Managed and oversaw an operating budget of nearly $300,000
  • Rebuilt broken relationships from previous recreation manager by fostering personal relationships with key colleagues and following through by executing critical group requests
  • Facilitated the integration of a new activity booking software, FareHarbor, that allowed guests to book their activities prior to their arrival on property leading to smoother operations
  • Retained guest loyalty by utilizing various customer service techniques to recover from mistakes and unfortunate circumstances brought about by daily operations

Recreation Manager

Sunriver Resort
Sunriver
09.2014 - 09.2017
  • Hired, trained, coached, and counseled seasonal staff of 20-30 across multiple roles.
  • Managed two budgets totaling nearly $500,000 for Bike Barn and Activities Department.
  • Created and facilitated over 100 group recreation programs annually to enhance guest experiences.
  • Developed strong relationships with departments including front desk, reservations, and engineering.
  • Promoted group recreation through targeted marketing materials and in-person sales meetings.
  • Collaborated with marketing team to produce high-quality promotional content for events.
  • Established new operational standards for technologies and programs while updating policies.

Education

Bachelor of Science - Recreation, Sport, And Tourism

University of Illinois At Urbana Champaign
Urbana, IL
05.2013

Skills

  • Customer relationship management
  • Operations management
  • Account planning
  • Churn reduction
  • Business review facilitation
  • KPI development
  • Data analysis

Timeline

Customer Success Manager

Wix.com
02.2021 - 01.2026

Senior Account Manager

FareHarbor
12.2018 - 02.2021

Director of Recreation

Resort at Squaw Creek
10.2017 - 11.2018

Recreation Manager

Sunriver Resort
09.2014 - 09.2017

Bachelor of Science - Recreation, Sport, And Tourism

University of Illinois At Urbana Champaign

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