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, NJ05.2014
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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