MIKE OLSEN
Lehi
Summary
Director-level ownership of implementation & lifecycle strategy Built and scaled onboarding functions in high-growth SaaS Led managers and customer-facing teams Strong operator focused on retention and adoption Trusted partner to Product, Sales, and GTM leadership
Customer Success leader with 5+ years of rapid advancement at JobNimbus, culminating in Director-level ownership of onboarding strategy and customer lifecycle performance. Proven ability to scale teams, improve retention, and drive product adoption in high-growth SaaS environments. Combines strategic thinking with operational execution to deliver measurable customer and business outcomes.
Overview
13
13
years of professional experience
Work History
Senior Professional Services Consultant
JobNimbus
Lehi, UT
06.2025 - Current
- Advise customers on CRM strategy, workflow optimization, and lifecycle improvements
- Drive product adoption and retention through strategic consulting
- Partner cross-functionally to align services with customer success outcomes
Director of Onboarding
JobNimbus
Lehi, UT
05.2024 - 06.2025
- Owned onboarding strategy, execution, and team performance across the organization
- Led managers and specialists delivering implementation at scale
- Standardized onboarding processes to improve retention and customer experience
- Partnered with Product and Sales to align onboarding with the go-to-market strategy
Senior Implementation Manager
JobNimbus
Lehi, UT
01.2023 - 05.2024
- Led onboarding teams supporting rapid company growth
- Built scalable onboarding frameworks and training programs
- Improved team performance through coaching and operational discipline
- Streamlined onboarding processes, reducing time-to-value for new customers.
- Analyzed onboarding metrics to identify trends and areas for improvement in the process.
- Mentored junior staff in best practices for effective onboarding techniques.
- Developed and optimized implementation strategies, enhancing client onboarding processes.
Customer Solutions Architect
JobNimbus
Lehi, UT
08.2022 - 01.2023
- Designed tailored SaaS implementations aligned to customer workflows
- Guided onboarding, configuration, and process optimization
- Designed scalable architecture solutions to streamline customer implementation processes.
- Developed comprehensive documentation for sales standards and guidelines to ensure consistency.
Enterprise Customer Success Manager
JobNimbus
Lehi, UT
01.2021 - 08.2022
- Managed customer relationships focused on retention and expansion
- Delivered proactive engagement and strategic account support
- Developed and executed customer success strategies to enhance client onboarding experiences.
- Collaborated with cross-functional teams to drive product adoption and maximize customer satisfaction.
Business Operations Associate
TEKsystems
Tempe, AZ
08.2020 - 01.2021
- Coordinated cross-functional communication to streamline project workflows and enhance collaboration.
- Managed vendor relationships, negotiating contracts to reduce costs and improve service delivery.
Superintendent
David Langon Construction
Alamo, CA
10.2018 - 03.2020
- Managed daily construction activities, ensuring adherence to project timelines and safety standards.
- Coordinated subcontractor schedules, optimizing workflow and resource allocation on-site.
- Supervised on-site teams, mentoring workers to enhance skills and productivity.
- Conducted regular site inspections, identifying issues and implementing corrective actions promptly.
- Facilitated communication between homeowner and crews, ensuring alignment on project objectives and deliverables.
- Supervised field crews to maximize quality and work efficiency.
Assistant Department Manager
Nordstrom
06.2013 - 10.2018
- Led team to enhance customer service standards and improve overall shopping experience.
- Developed training programs for new employees, fostering skill growth and operational efficiency.
- Analyzed sales data to identify trends, informing strategic decisions for product placements.
- Collaborated with marketing and vendor teams to launch promotional events, increasing foot traffic and customer engagement.
- Mentored junior staff in best practices for customer interactions, enhancing team performance and satisfaction ratings.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
Education
A.S. - Business Administration
BYU–Idaho
Rexburg, IDSkills
- Customer Success Strategy
- Retention & Expansion
- SaaS Onboarding
- CRM Optimization
- Customer Journey Design
- Cross-Functional Leadership
- Operational Scaling
- Executive Communication
- CRM Platforms (JobNimbus)
- Project Management Tools
- Customer Success Platforms
- Reporting & Analytics Tools
Timeline
Senior Professional Services Consultant
JobNimbus
06.2025 - Current
Director of Onboarding
JobNimbus
05.2024 - 06.2025
Senior Implementation Manager
JobNimbus
01.2023 - 05.2024
Customer Solutions Architect
JobNimbus
08.2022 - 01.2023
Enterprise Customer Success Manager
JobNimbus
01.2021 - 08.2022
Business Operations Associate
TEKsystems
08.2020 - 01.2021
Superintendent
David Langon Construction
10.2018 - 03.2020
Assistant Department Manager
Nordstrom
06.2013 - 10.2018
A.S. - Business Administration
BYU–Idaho
CORE IMPACT
- Scaled onboarding and customer success operations in a high-growth SaaS environment
- Led managers and frontline teams delivering implementation and customer training
- Improved onboarding consistency, time-to-value, and early-stage retention
- Partnered cross-functionally to align Product, Sales, and Customer Success
- Built structured processes across the customer lifecycle