Summary
Overview
Work History
Education
Skills
Professional Highlights
Certification
Tools And Platforms
Timeline
Generic

Michael McAvoy

Asbury Park

Summary

Customer Success executive with 11+ years leading high-impact SaaS B2B CS orgs across enterprise and mid-market. Proven track record of designing post-sales journeys, scaling CS infrastructure, and optimizing NRR with 98%+ retention. Adept at building cross-functional alignment between CS, Sales, and Product to deliver measurable customer outcomes. Seeking a VP of Customer Success or Head of CS role to drive strategic impact in a growth-focused organization.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Director, Customer Success Team

Conductor
11.2022 - Current
  • Sustained a 98% Net Revenue Retention (NRR) and achieved 100%+ usage attainment for 7 consecutive quarters, driving significant expansion revenue
  • Designed and launched a Career Ladder Matrix, enhancing role clarity for 60+ CS employees, increasing employee satisfaction scores by 30%
  • Led the transformation of usage goal strategies for high-value enterprise customers, improving account health and significantly reducing churn risk
  • Launched a training initiative that aligned 200+ employees across Product, Sales, and CS, increasing first-call resolution rates by 40%
  • Managed a team of 11 direct reports, driving 40% individual performance improvement and reducing team turnover by 20%
  • Partnered with senior leadership on customer retention strategies, refining executive presence through high-impact leadership training
  • Worked across multiple verticals including Healthcare, Finance, Retail/E-commerce, Real Estate, Legal, Manufacturing, Automotive, and Education
  • Created the latest iteration of our customer journey map from sales handoff to renewal, improving Time-to-Value and ensuring strategic customers remained in Good/Great usage categories
  • Spearheaded the creation, rollout, and ongoing optimization of the post-sales journey to train and enable customers, ensuring a proactive CS approach tied to customer business outcomes

Senior Manager, Customer Success Team

Conductor
08.2021 - 11.2022
  • Led a team of 12 CSMs and 1 Manager, boosting customer satisfaction scores by 30% through improved engagement strategies
  • Developed proactive CS playbooks, increasing upsell opportunities and renewals, contributing to expansion revenue growth
  • Standardized customer health reporting, improving usage and health scores by 15% and ensuring consistent value realization
  • Supported clients across Healthcare, Finance, Retail/E-commerce, Real Estate, Legal, Manufacturing, Automotive, and Education sectors
  • Played a key role in evolving the customer journey to support product adoption, enablement, and outcome delivery

Manager, Customer Success Team

Conductor
04.2019 - 07.2021
  • Implemented structured training and performance evaluation processes, enhancing service delivery and engagement
  • Redefined customer onboarding workflows, reducing time-to-value by 40% and increasing new customer satisfaction by 25%
  • Managed a diverse customer base spanning Healthcare, Finance, Retail/E-commerce, Real Estate, Legal, Manufacturing, Automotive, and Education
  • Collaborated on the early development of post-sales journey mapping to drive proactive engagement and measurable business results

SEO Strategist, Managed Services

Conductor
05.2018 - 04.2019
  • Developed targeted SEO strategies, resulting in a 150% increase in organic traffic and a 40% improvement in search rankings across our most strategic brands
  • Created a Content Audit that was then turned into a repeatable workflow that resulted in our Professional Services meeting and exceeding their upsell quota as a result of selling the new deliverable
  • Optimized and improved the keyword research approach across Conductor within my first year at the company

SEO Strategist

Hearts & Science
09.2017 - 05.2018

SEO Coordinator

Hearts & Science
05.2016 - 08.2017

SEO Content Writer

PCG Digital Marketing
12.2014 - 04.2016

Education

BA - Journalism & Media Studies

Rutgers, The State University of New Jersey
New Brunswick, NJ
05.2014

Skills

  • Customer Retention & Growth Strategy
  • Executive Stakeholder Engagement
  • CSM Team Leadership & Mentorship
  • Cross-Functional Alignment (Product, Sales, CS)
  • Revenue Expansion & NRR Optimization
  • Strategic Playbooks & Customer Health Management
  • Customer Segmentation Strategies
  • Success Planning & Onboarding Design
  • Customer Journey Mapping & Customer Marketing
  • Onboarding & Training Program Design
  • Data-Driven Decision Making & Reporting

Professional Highlights

  • Maintained 98% Net Revenue Retention over 7+ quarters while expanding enterprise accounts across multiple verticals.
  • Designed and implemented a scalable customer journey from sales handoff to renewal, improving Time-to-Value and account health.
  • Led and developed high-performing CS teams of 12+ consistently ranked at the top for usage and Net Revenue Retention KPIs, driving 60% performance improvement and reducing team turnover by 25%.

Certification

Executive Leadership: Composure - The Art of Executive Presence

Tools And Platforms

  • Gainsight
  • Salesforce
  • Looker
  • Zendesk
  • Catalyst
  • Tableau
  • Google Analytics
  • Confluence
  • Jira
  • Slack

Timeline

Director, Customer Success Team

Conductor
11.2022 - Current

Senior Manager, Customer Success Team

Conductor
08.2021 - 11.2022

Manager, Customer Success Team

Conductor
04.2019 - 07.2021

SEO Strategist, Managed Services

Conductor
05.2018 - 04.2019

SEO Strategist

Hearts & Science
09.2017 - 05.2018

SEO Coordinator

Hearts & Science
05.2016 - 08.2017

SEO Content Writer

PCG Digital Marketing
12.2014 - 04.2016

BA - Journalism & Media Studies

Rutgers, The State University of New Jersey

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Michael McAvoy