Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
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Matthew Barentsen

Savannah,GA

Summary

Professional, experienced customer success specialist prepared for this role. Proven track record in driving customer satisfaction and retention. Strong focus on team collaboration and delivering impactful results. Skilled in relationship management, strategic planning, and problem-solving, with flexible approach to evolving business needs.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Manager & Sales Development

OrthoFX
08.2021 - Current
  • Led a portfolio of $5M ARR across 50+ enterprise clients, achieving a 20% increase in net retention over three years
  • Spearheaded the implementation of a customer health scoring system, reducing churn by 15% YoY
  • Collaborated with product and engineering teams to address customer pain points, driving adoption rates up by 25%
  • Strengthened customer retention by implementing proactive client engagement strategies, reducing churn by 20%
  • Partnered with sales to identify upsell opportunities, contributing an additional $1.3M in revenue annually
  • Provided in-depth training to new hires, equipping them with the necessary skills and understanding of customer success, understanding of pipeline management
  • Skilled in customer success strategies, ensuring a positive client experience to cement retention rates
  • Led impactful projects with tangible outcomes, including:
  • 1
  • Coordinated assistance for Smile Direct Club patients following the company's closure, ensuring they found alternative clear aligner options promptly
  • 2
  • Developed a specialized program utilizing American Sign Language to facilitate effective communication with hearing-impaired patients via Zoom, enhancing their experience and guidance

Customer Success Manager

OrthoFX
02.2020 - 08.2021
  • Built and scaled a Customer Success team from 1 member to 6, including process, playbooks, and KPI frameworks to drive retention and growth
  • Monitored customer health metrics, proactively resolving issues to maintain 100% retention for a key segment
  • Collaborated closely with engineers and founders to fulfill the acquisition needs of new accounts, ensuring alignment with overarching organizational objectives
  • Supported a portfolio of mid-market accounts, achieving 95% adoption of new product features within six months
  • Thrived and continuously evolved in a fast-paced startup atmosphere, demonstrating agility and adaptability in response to evolving business dynamics

Inside Sales Rep

GoDaddy
12.2017 - 01.2020
  • Led nationwide cold calling campaigns to educate small business owners on leveraging social media for enhanced growth and retention, leveraging Salesforce to streamline outreach efforts
  • Utilized dynamic visual presentations to illustrate the profound impact of social media engagement on business outcomes, effectively communicating complex concepts to diverse audiences
  • Established strong rapport with key stakeholders and decision-makers, adeptly identifying opportunities and addressing concerns to drive impactful sales results
  • Introduced innovative service offerings and provided comprehensive training to new team members on effective sales strategies, ensuring alignment with organizational objectives
  • Distinguished as a member of the specialty test team for GoDaddy's national cold calling initiative following the acquisition of Main Street Hub in December 2017, showcasing exceptional expertise and contributions in sales excellence

Education

Bachelor's Degree -

Cuesta College

Skills

  • Data-Driven Insights & Reporting
  • Team Leadership & Mentorship
  • Customer Journey Mapping
  • Upselling & Cross-Selling
  • Scaled Customer Success Program Management
  • Data-driven decision-making
  • Salesforce proficiency
  • Customer Retention & Success Strategies

References

  • Katie Starkey, Colleague, (918) 855-8125
  • Jonathon Harris, Colleague, (737) 268-4223
  • Robert Eshareturi, (646) 752-5274

Languages

English
Native or Bilingual
American Sign Language
Native or Bilingual

Timeline

Senior Customer Success Manager & Sales Development

OrthoFX
08.2021 - Current

Customer Success Manager

OrthoFX
02.2020 - 08.2021

Inside Sales Rep

GoDaddy
12.2017 - 01.2020

Bachelor's Degree -

Cuesta College

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Matthew Barentsen