Manoj Mathew
MEDWAY,MA
Summary
SaaS Customer Success leader with 15+ years’ experience building and scaling customer success teams, developing key business relationships and maximizing customer value throughout the engagement lifecycle. Proven ability to develop and execute customer success strategies that drive strong recurring revenue, growth and customer advocacy.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
SVP, Customer Success
TVision
Boston, MA
02.2022 - 07.2022
- Responsible for revenue retention and growth for existing customer base. Within first 15 days, identified renewal risk in 2 key accounts and developed effective churn mitigation plans
- In first 30 days, implemented customer value-based engagement model to identify and increase customer value in each phase of customer engagement lifecycle
- In first 60-80 days, developed customer engagement playbooks to increase company visibility into customer health & stakeholder engagement. Coached CS team to create clear path to value plans and implement strategic action plans to mitigate risk and capitalize on opportunities
- In first 100 days, increased net renewal rate by 12%, identified over $700K in upsell opportunities
Vice President, Customer Success
Nielsen Media
Boston, MA
11.2017 - 02.2022
- Managed $22MM+ Nielsen portfolio of extended vertical (non-CPG) digital (SaaS) outcomes measurement customers through entire post-sales customer lifecycle including contract renewal process
- Improved gross renewal rates from 72% to 86% and net renewal rates from 87% to 99% over tenure
- Implemented renewal forecasting and tracking methodology providing insight into customer renewal health, revenue risk and opportunities that fed into Nielsen’s overall Media Planning & Outcomes portfolio of $500MM.
- Led all post-sales activities for multiple outcome based SaaS products for Regional teams (RVPs, Client Partners, Account Managers & Analytics)
- Collaborated with Head of Sales to implement pre-sales readiness assessment to empower CS to engage with customers earlier in pre-sales process, assess readiness for adoption, and set expectations on post sale engagement roles and responsibilities. This change resulted in post-onboarding CSAT increase of 11% and churn reduction of 16%
Senior Director, Customer Success
Visual IQ
Needham, United States
10.2013 - 11.2017
- Managed portfolio of Enterprise clients across industry verticals in US and EMEA. Cultivated/ managed strong 1:1 relationships with enterprise customers at executive level ($500M+ ACV). Led QBRs, alignment meetings, contract renewal discussion
- Hire, train CS team to drive adoption, CSAT, account penetration, renewal and growth. Scale CS team & processes for mid-market and SMB customers while improving new renewal rates 9% and NPS by 15%
- Successful rollout of Client Health Scorecard to identify risk earlier on in engagement and Adoption Framework defining path to value that led to 40% increase in product adoption rates
Account Director/Enterprise Client Partner
Visual IQ
Needham, United States
09.2007 - 10.2013
- Co-founding member of Visual IQ Professional Services team
- Focused on growth, account penetration and revenue retention of Visual IQ’s top clients including American Express, AT&T and Dell achieving average revenue growth of 67% over 3-4 yrs
- Instrumental in design of organization structure and transformation of cross-function teams to drive efficiency and improve Customer Success outcomes including Service Delivery, Support, Solution Architecture, Engineering and Product
- Developed RACI to define roles of post-sales delivery teams throughout customer engagement lifecycle
- Standardize and scale processes in phased manner to ensure continuous value delivery as product evolved to improve likelihood and predictability of renewal, revenue retention, upsell and client advocacy
Marketing Director
StudentHealth101.com
Southborough, MA
02.2004 - 08.2007
- Joined early stage start-up focused on providing turnkey online health and wellness outreach programs that help schools to actively engage their students
- Run outreach programs to top national schools to build partner program and run lead-generation and marketing efforts across multiple online and offline channels. Improved MQLs by 26% and CAC by 28% over 3 years
Education
Bachelor of Arts - Engineering And Business Studies
University of Massachusetts Amherst
Amherst, MASkills
- Strategic Leadership
- SaaS Account Management
- Customer Retention
- Team Building
- Mentoring
- Change Management
- Business Development
- Strategic Planning
- Process Design
- Relationship Building
- Effective Communication
Certification
Business Process Design for Strategic Management
MIT Sloan School of Management - Boston, MA
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
Colin Powell
Timeline
SVP, Customer Success
TVision
02.2022 - 07.2022
Vice President, Customer Success
Nielsen Media
11.2017 - 02.2022
Senior Director, Customer Success
Visual IQ
10.2013 - 11.2017
Account Director/Enterprise Client Partner
Visual IQ
09.2007 - 10.2013
Marketing Director
StudentHealth101.com
02.2004 - 08.2007
Bachelor of Arts - Engineering And Business Studies
University of Massachusetts Amherst
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
Volunteering
Global DE&I Council Member - Nielsen Jan 2020 - Mar 2022
- Help increase the number of employees with diverse backgrounds and ensure they have the opportunities to grow and advance in their careers.
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