Jon Cummings

Experienced Director of Customer Success skilled in customer experience operations, product implementations, and team leadership. Demonstrated success in driving customer adoption, enhancing retention, and achieving high renewal rates in SaaS environments. Expertise includes leading cross-functional teams, managing strategic projects, and implementing innovative solutions to improve customer satisfaction and operational efficiency.

• Drove a 40% increase in overall product utilization in 2022.
• Maintained a 4.8 out of 5.0 Customer Satisfaction level (exceeding the goal of 4.5).
• Delivered a record 91.1% SaaS platform renewal rate in 2022 (best in several years).
• Achieved a 30% increase in Customer Community Engagement in 2022, increasing the promotion of self-service support delivery.
• Drove team to deliver over 360 product webinars with 7,164 registered product administrators in 2022.
• Established a solid New Hire Onboarding program and centralized team knowledge base to provide increases in process consistency and operational efficiency.
• Improved the time to revenue conversion/recognition to well under 30 days.
• Maintained a 95% employee retention rate over several years, fostering mentorship that helped many employees reach higher internal career opportunities and receive internal promotions.
• Awarded by the Sales Division as a major contributor to the high success of sales in 2019/2020.

HealthStream Caruso Award - The Nicole Caruso Award is issued from the Sales Division at HealthStream. Nicole Caruso worked at HealthStream for 15 years, exemplifying 'above and beyond' efforts to clients and colleagues. Recipients of this award are recognized for their efforts to go above and beyond to deliver meaningful outcomes.