Michael Bear
Los Angeles,CA
Summary
Highly experienced customer success leader working in B2B SaaS. Effective in navigating enterprise level organizations and providing key strategic support to develop meaningful relationships. Encouraging manager and analytical problem-solver with a desire to collaborate with team members to improve team-wide success. In 6+ years at Greenfly ($37M in funding), helped build the company to $10M+ in ARR and work with 9 of the 10 largest sports organizations in the world. Demonstrated history of high renewal and expansion rates, regularly achieving net negative churn.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager - Sports Lead
Greenfly, Inc.
09.2022 - 02.2023
- Lead the sports vertical (#1 vertical at the company) and managed a team of 2 with a portfolio over $2.5M in ARR.
- Worked with digital and marketing leaders at UEFA, FIFA, Premier League, La Liga, NHL, PGA Tour, NASCAR, etc.
- Achieved annual goal of over $500k in new revenue through existing customer expansion.
- Led the sports vertical to net negative churn with over 100% revenue renewal rate.
- Moved to London and laid the foundation for Greenfly's physical expansion into Europe. While there, worked with all strategic European accounts as the sole Greenfly representative in the region while maintaining a regular US book of business.
- While in London, interviewed numerous applicants to then hire the first full-time employee in Europe. Assisted in interviewing for all CS hires as well.
- Facilitated large scale feedback sessions with customer stakeholders and the product team to help with the design and implementation of new products and features. Specifically, the Engage and LCC tools led to the company working with 9 of the top 10 sports organizations in the world.
Senior Customer Success Manager
Greenfly, Inc.
01.2021 - 08.2022
- Managed a portfolio ($1.5M+) of leading organizations in the sports and entertainment world such as the NHL, NBC Sports, World Surf League, Rogers Sportsnet, USOPC, Hyperice, etc.
- Increased the revenue from the NHL by over 100% within the first 9 months of implementation.
- Achieved annual goal of $100k in new revenue through existing customer expansion.
- Created and maintained comprehensive customer success documentation for internal and external use. This process resulted in cumulative net negative churn for the team.
- Presented quarterly reviews to key decision makers and annual SBRs to executives to ensure renewal and expansion (often in rooms of 15+ people).
- Acted as the CS liaison/expert with the product team in regards to all of our integrations. Once implemented, these led to the company's revenue doubling due to expansions and new customers.
Customer Success Manager
Greenfly, Inc.
01.2018 - 12.2020
- Managed over 25 accounts in various industries such as sports, media, entertainment, non-profit, finance, etc.
- Assisted on a 2-person sales trip through Europe that resulted in the eventual closings of deals with UEFA, IOC, La Liga, and Real Madrid (over $750k in initial ARR).
- Worked diligently with customers to reduce churn risk during Covid, resulting in 0 lost accounts in the face of ever-increasing budget cuts.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
Customer Success, Sales, Marketing Associate
Greenfly, Inc.
09.2016 - 12.2017
- Gathered market research on competitors, prospects, and SaaS landscape.
- Owned SDR responsibilities in identifying and contacting prospects and running demos with inbound traffic.
- Tracked and organized our customer's data to build analyses and reports to demonstrate the value of the platform.
Relationship Manager
Sunwest Bank
09.2013 - 02.2015
- Effectively researched and underwrote various small business loans ranging from $50k to $500k.
- Became an expert on the HOA market and underwrote all loans for the bank.
- Attended HOA conferences to create new relationships and attract customers. This led to over $300k in new business for the bank.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Education
Bachelor of Science - Wharton School of Business
University of Pennsylvania
Philadelphia, PA05.2013
Skills
- Account Management
- Interdepartmental Collaboration
- Data Analysis and Reporting
- Effective Communication
- Building and Presenting SBRs
- KPI Monitoring
- Peer Relationships
- Navigating Complex Organizations
- Growth and Expansion
Other Relevant Skills
My degree in college was in real estate, and I hold my brokers license. I have experience in valuations and pro forma analysis via school and my previous role in underwriting.
Timeline
Senior Customer Success Manager - Sports Lead
Greenfly, Inc.
09.2022 - 02.2023
Senior Customer Success Manager
Greenfly, Inc.
01.2021 - 08.2022
Customer Success Manager
Greenfly, Inc.
01.2018 - 12.2020
Customer Success, Sales, Marketing Associate
Greenfly, Inc.
09.2016 - 12.2017
Relationship Manager
Sunwest Bank
09.2013 - 02.2015
Bachelor of Science - Wharton School of Business
University of Pennsylvania
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