MICHAEL BLOOME
WHEATON
Summary
Experienced leadership professional focusing in customer success management, applying a consultative approach with clients and creating a positive environment for our internal employees to grow and thrive in their roles.
Overview
20
20
years of professional experience
Work History
Senior Consultant
Hawkeye Hockey Services
Chicago, IL
05.2025 - Current
- 25 active clients working with them on a weekly basis to improve their current quality of play through video breakdown, whiteboard sessions and in depth discussion on their day to day
- Help navigate their team placement to start each season. Talking to different programs and outlining the pros and cons of each situation for ultimately the family to decide what is the best fit for their player
- Negotiate the cost each family will pay for the season fees for each team, or any particular off-season camp/clinic to help them maximize every dollar spent.
- Utilize my relationships with Junior and College coaches to help create opportunities for my players to advance in their careers. Negotiate the scholarship percentage or overall cost for each scholarship offered
- Exceeded customer requirements with accurate and deliverable solutions.
- Developed custom solutions based upon clients' strict requirements.
Owner
MB Hockey
Chicago, IL
06.2023 - Current
- Created a family consulting company to help parents with elite hockey players navigate their paths from youth hockey into junior hockey and ultimately NCAA.
- On-ice development and group lessons during the off-season to develop the necessary improvements in their ability each year.
- Players book consultation calls in 30 min or 60 min intervals to discuss their
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Consulted with customers to assess needs and propose optimal solutions.
- Established foundational processes for business operations.
GM
Texas Jr. Brahmas
North Richland Hills, TX
07.2024 - Current
- Oversaw recruitment and training of coaching staff, fostering talent development.
- Developed strategic plans to grow program reach and participant engagement.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Director of Player Personnel
Lone Star Brahmas
North Richland Hills, TX
08.2021 - Current
- Lead our scouting department to identify the top players in the world.
- Organize 10 Regional Scouts in different areas of the country to make sure we have coverage at the most important events and showcase.
- Schedule 1:1 meetings with each scout to discuss the top players they are considering.
- Run Zoom meeting with top players and their parents for consideration on becoming a member of our team.
- Recruit players and organize the events for our Pre-Draft and Main Camps.
- Meet with player agents and advisors to identify top players and gauge their interests.
- Develop our Draft lists and Player Rankings
Manager, Customer Success
CareerBuilder
Chicago, IL
09.2020 - 11.2022
- Leader of the Staffing & Recruiting Customer Success team. Responsible for over $54M in Annual Revenue in 2022. Largest channel in Customer Success by over $30M.
- Manage our Staffing/Recruiting Team consisting of 10 CSM’s (Key, CSMIII, and CSMII)
- Exceeded over 90% renewal rate and 95% replacement rate KPI’s in each month of 2022.
- Responsible to develop and executing product training for our most complex SAAS product for the whole Success Zone
- Developed our new job leveling process for how CSM’s in our Zone are measured for promotion opportunities
- Hold weekly Team Meetings, 1:1s with both Sales and Success, and Leadership meetings for full collaboration and transparency
- Lead 12 Customer Success Managers focusing on post-sale client contract life cycle, including: client on-boarding, training, executive business reviews, risk mitigation, and renewal
- Developed new and tenured employees to effectively understand empathy and align customer concerns with correct solutions, as well as advocate internally for their concerns.
- Through a clearly defined customer journey, I empowered our Customer Success Managers to positively impact our customers by consistently delivering ROI autonomously through their customer interactions
- Track and analyze team performance to ensure all Customers Success Managers were meeting their personal goals as well as our team and corporate goals. (Renewal Rate & Retention Rates)
- Collaborated with cross-functional teams to ensure a seamless transition for customers during all hand-offs
- Effectively led through change while company was acquired, executive transitions, and multiple rounds of layoffs
- Mentored staff to foster professional growth and improve overall team capabilities.
- Developed and implemented performance metrics to enhance team productivity and service quality.
Senior Customer Success Manager
CareerBuilder
Chicago, IL
01.2017 - 01.2020
- Manage book of 82 small to mid-size clients who are above the 4K MRR threshold (totaling 4.4 million) who also have the CareerBuilder Applicant Tracking System (CBAT).
- 2020 Top 5 CSM in the company for renewal rate
- Lead customer-training sessions and develop best practices for system adoption, performance and usage.
- Consult SMB executives on streamlining their recruitment processes. Track ROI and performance metrics.
- Manage all SMB “at-risk” accounts using expertise to accomplish renewal or win-back of business.
- Team Lead and mentor for all new CSM’s. Developed internal processes for SMB Success Dept.
- Trained and mentored junior team members on best practices in customer success management.
- Collaborated with cross-functional teams to resolve client issues and improve service delivery.
- Established key performance indicators to measure success and optimize customer outcomes.
- Conducted regular business reviews with clients to assess needs and align solutions accordingly.
- Fostered strong relationships with stakeholders, ensuring alignment on project goals and expectations.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
Education
Bachelor of Arts - Business
Western Michigan University
Kalamazoo, MI05-2004
Skills
- Strategic planning
- Consulting
- Negotiation
- Technology integration
- Business development
- Contract management
- Data-driven decision making
- Client relationship management
Timeline
Senior Consultant
Hawkeye Hockey Services
05.2025 - Current
GM
Texas Jr. Brahmas
07.2024 - Current
Owner
MB Hockey
06.2023 - Current
Director of Player Personnel
Lone Star Brahmas
08.2021 - Current
Manager, Customer Success
CareerBuilder
09.2020 - 11.2022
Senior Customer Success Manager
CareerBuilder
01.2017 - 01.2020
Bachelor of Arts - Business
Western Michigan University
KEY ACHIEVEMENTS
- Player Recruitment Success: Scouted and recruited 50 players for Lone Star Brahmas, increasing team success by 25%.
- Client Retention Excellence: Led 12 customer success managers to achieve 95% client retention rate at CareerBuilder.
- Player Development Leadership: Conducted 100+ 1:1 meetings annually boosting player development and team cohesion by 15%.
- Scouting Event Coordination: Organized six major scouting events annually, increasing team talent acquisition by 35%.