Summary
Overview
Work History
Education
Additional Information
Timeline
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Justin Bernzweig

CLEVELAND,OH

Summary

Customer Success Professional with over 10 years of SaaS experience. I care about customers & create innovative solutions to solve problems.

Overview

9
9
years of professional experience

Work History

CriticalAsset - Head of Customer Success

Delta Airlines
Los Angeles, CA
07.2020 - 07.2023
  • Account Management: Managed all major customer accounts with personal touch, including Nintendo, Goodyear, , United Airlines, Carrier
  • Renewals: Maintained over 95% renewal rate, expanding accounts & upselling services by focusing on customer needs and showing ROI
  • Onboarding: Created innovative onboarding solutions for customers faced with challenging scenarios in order to reach digital transformation goals
  • Implementation: Increased overall usage & platform adoption through customer engagement showing ease of use and white glove onsite training
  • Support: Constructed easy to navigate Support Center, including Knowledge
  • Base materials, phone options, chat bots, & established key service offerings
  • Product: Worked closely with the product team to convey customers’ needs, achieving goals & providing dev with a deep understanding of requirements
  • Sales: Provided direct support demoing the product & walking through the onboarding process with customers, increasing closing percentages
  • Team Management: Assembled an excellent Customer Success team, Data
  • Management and Support team, working remotely across time zones.

Head of Customer Success

Smart Critical Systems
Los Angeles, CA
10.2018 - 07.2020
  • Managed all customer accounts from initial onboarding through renewal
  • Implemented and managed Knowledge Base & support materials
  • Substantial onboarding achievements, drastically increasing Active Users
  • Consistently surpassed all KPI’s for onboarding, renewals, and expansion.

Senior Customer Success Manager

ConvoSpark
San Francisco, CA
05.2014 - 10.2018
  • Managed global accounts including Levi’s, EBay, Intel, Magento
  • Created onboarding & implementation solutions for multiple products
  • Provided onsite support for customers globally across Europe and Asia.

Education

Bachelor’s Degree - Business

Berklee College of Music
June 2008

Additional Information

  • Google Cloud Microsoft Office Adobe Salesforce Hubspot Zendesk Slack Pipedrive iOS and Android mobile applications

Timeline

CriticalAsset - Head of Customer Success

Delta Airlines
07.2020 - 07.2023

Head of Customer Success

Smart Critical Systems
10.2018 - 07.2020

Senior Customer Success Manager

ConvoSpark
05.2014 - 10.2018

Bachelor’s Degree - Business

Berklee College of Music
Justin Bernzweig