Michael Herrmann

Senior leader accountable for Customer Success and Consulting sales, sales enablement, and Go to Market across the Americas, supporting a broad portfolio of enterprise and mid-market customers across cloud and managed services offerings.

• Lead regional Services (customer success and consulting) Americas solution area execution across go to market, renewals, expansion motions, proactive service strategy, and field enablement across the entire Enterprise customer segment.
• Drive operational alignment between Customer Success, Sales, and Delivery to improve customer outcomes, retention, and revenue predictability.
• Own execution of customer support escalation resolution including customer health analysis, executive engagement, and area win rooms.
• Lead and develop a diverse leadership team, fostering accountability, scale, and consistent customer experience across geographies.

• Led growth strategy for North American enterprise customers, driving outperformance in revenue growth, customer adoption, and long term account expansion.
• Aligned Customer Success programs with partner and sales motions to accelerate time to value and expansion opportunities.
• Acted as the senior escalation point and executive sponsor for strategic customers, strengthening retention and executive trust.

• Designed customer engagement and delivery strategies for a new global Customer Success offering supporting 250K customers worldwide.
• Implemented operational optimization initiatives focused on delivery cost reduction, geographic scale, and budget alignment while maintaining customer experience.

• Built and led the first U.S. Small, Medium & Corporate Customer Success organization, supporting 4,000+ customers across cloud and managed services.
• Led a direct organization of 100+ managers and cloud leaders and a matrix team of 300+ Customer Success professionals.
• Partnered with Sales, Support, and Product to enhance renewals, customer health, and expansion outcomes throughout customer lifecycle.
• Established scalable operating models and playbooks, creating executive engagement rhythms to ensure consistent customer experience.

• Led a team of 60+ Cloud Solutions Architects and Customer Engineers, achieving $1B+ quota attainment for three consecutive fiscal years.
• Served as executive sponsor for key enterprise accounts, driving adoption, retention, and long term strategic alignment.
• Improved customer outcomes through proactive engagement, escalation management, and cross functional coordination.

• Led technical sales and customer engagement teams supporting enterprise and mid market customers.
• Partnered with Customer Success and Sales to accelerate adoption and customer value realization.

• Served as trusted technical advisor to enterprise customers, aligning cloud solutions to business outcomes and long term success.

• Led enterprise architecture engagements for large commercial customers, aligning technology strategy to business transformation initiatives.