Liz McDonald
Summary
Senior executive with proven track record in driving growth and operational excellence. Adept at strategic planning, project management, and leveraging data to inform decisions. Strong focus on fostering team collaboration and adapting to changing business needs. Highly skilled in leadership, communication, and delivering impactful results.
Overview
25
25
years of professional experience
Work History
Sr. Director of Customer Success, Global Enterprise Accounts
WordPress VIP, a division of Automattic
01.2023 - 11.2024
- Led a global team of 20+ TAM/CSMs to drive customer adoption and deliver measurable value, achieving a 98.1% renewal rate through proactive strategies and advanced forecasting to mitigate accounts at risk
- Shaped WordPress VIP's roadmap by providing strategic, cross-functional feedback to align product, services, support, and pricing with customer and business needs.
- Strengthened customer relationships by leading engagement efforts at executive briefings, and virtual forums, fostering trust and collaboration across diverse stakeholders
- Led Customer Success reorganization to align teams to clearer, measurable goals, resulting in improved customer retention and role clarity
Sr. Director of Customer Success, Premier Team
WordPress VIP, a division of Automattic
01.2021 - 01.2023
- Led a50+ member global team, driving the adoption and engagement of WordPress VIP’s SaaS products among high-value enterprise customers through executive business reviews, on-sites, and regional events
- Team goals and KPIs resulted in a4.1 basis point improvement in gross revenue retention between FY2022 and2023
- Developed and refined sales and renewal processes, contributing to a9% increase in average order value at renewal between October2021 and2022
Director of Customer Success, Premier Team
WordPress VIP, a division of Automattic
01.2020 - 01.2021
- Developed and implemented KPIs for onboarding that enhanced accountability and reduced time-to-value by20%, driving faster customer engagement
Technical Account Manager
WordPress VIP, a division of Automattic
01.2018 - 01.2020
- Recovered negative customer sentiment, consistently turning dissatisfied customers into advocates through proactive support and strategic alignment
- Cultivated strong partnerships with key accounts, aligning on long-term goals and delivering tailored solutions that supported upsell and retention targets
CEO/Founder
The Square Marketing
01.2009 - 01.2018
- Secured $1.5M+ in recurring revenue through contracts delivering digital marketing solutions for FORTUNE500 brands, including Costco, Home Depot, and Macy’s
- Built and nurtured a team of customer-focused professionals, fostering a customer-centric culture that drove long-term retention and growth
- Enhanced customer ROI by developing data-driven digital marketing campaigns that leveraged SEO, SEM, email marketing, and web analytics to boost online engagement and conversion rates, consistently meeting or exceeding customer KPIs
Web Content Specialist
K2 Sports
01.2008 - 01.2010
- Developed and managed interactive media strategies for K2 Sports’14-brand portfolio, advising on web development, social media, email marketing, and SEO
- Implemented email marketing campaigns and social media initiatives, improving brand visibility and customer engagement across digital platforms
New Media Marketing Manager
Perkins Coie, LLP
01.2007 - 01.2008
- Directed a comprehensive website redesign to showcase the expertise of650+ attorneys across15 offices, enhancing the firm’s digital presence and customer experience
Business Development Representative
Perkins Coie, LLP
01.2006 - 01.2007
- Advised attorneys on strategic portfolio management and digital marketing, supporting business development and customer acquisition efforts
Director of Alumni Relations
Lewis & Clark College
10.2003 - 01.2006
- Led a high-performing alumni relations team to build engagement strategies through events, communications, advisory boards, and personal relationship-building, significantly increasing alumni involvement and fundraising for the College of Arts & Sciences
Associate Director of Alumni Relations
Lewis & Clark College
10.2001 - 10.2003
- Served as a key representative for the College at pivotal on- and off-campus events, strengthening alumni and stakeholder connections
Co-Founder, Vice President of Administration
FatEarth
01.2000 - 10.2001
- Co-founded FatEarth, a pioneering B2B research company focused on sustainable practices and developed its mission, vision, and market positioning
- Secured $1M in seed funding from angel and private investors, establishing a foundation for the company’s growth in sustainable solutions research
Education
Master of Science - Communication Management
University of Southern California
Los Angeles, CaliforniaBachelors of Science -
Lewis & Clark College
Portland, OregonSkills
- Enterprise customer retention & growth
- Remote team building & development
- Executive engagement of FORTUNE 2000
- Customer advocacy
- Product collaboration & feedback
- Data analysis & reporting
Timeline
Sr. Director of Customer Success, Global Enterprise Accounts
WordPress VIP, a division of Automattic
01.2023 - 11.2024
Sr. Director of Customer Success, Premier Team
WordPress VIP, a division of Automattic
01.2021 - 01.2023
Director of Customer Success, Premier Team
WordPress VIP, a division of Automattic
01.2020 - 01.2021
Technical Account Manager
WordPress VIP, a division of Automattic
01.2018 - 01.2020
CEO/Founder
The Square Marketing
01.2009 - 01.2018
Web Content Specialist
K2 Sports
01.2008 - 01.2010
New Media Marketing Manager
Perkins Coie, LLP
01.2007 - 01.2008
Business Development Representative
Perkins Coie, LLP
01.2006 - 01.2007
Director of Alumni Relations
Lewis & Clark College
10.2003 - 01.2006
Associate Director of Alumni Relations
Lewis & Clark College
10.2001 - 10.2003
Co-Founder, Vice President of Administration
FatEarth
01.2000 - 10.2001
Master of Science - Communication Management
University of Southern California
Bachelors of Science -
Lewis & Clark College
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