Nick Masch
Lincoln
Summary
Visionary Customer Success leader with 12+ years in high-growth SaaS environments, scaling CS functions from inception to global maturity while delivering 100%+ NRR, multi-year $1M+ renewals, and consistent 108–122% quota attainment. Excelled in hyper-growth at Certn (40 → 400 employees; Series A → Series C funding; 3 acquisitions integrated into single global operating model), growing managed book of business from $6M to $45M in 4 years through an 8–13 person NAM/EMEA team. Proven builder of high-performing teams with internal promotions to Senior/Enterprise CSM roles, architect of scalable playbooks, and cross-functional partner driving churn reduction, margin expansion, and predictable revenue growth.
Overview
13
13
years of professional experience
Work History
Senior Manager, Customer Success (NAM & EMEA)
Certn
10.2021 - 11.2025
- Lead 8–13 CSMs across North America and EMEA managing $45M book of business in hyper-growth environment (40 → 400 employees; Series A → Series C funding; integrated 3 acquisitions into unified global CS motion).
- Architected and scaled foundational CS organization from ground up—playbooks, cadences, training, KPIs, health scoring, and digital motions—driving 100%+ NRR and 7.5x revenue growth ($6M → $45M) in 4 years.
- Delivered 108–122% quota attainment every year (2021: 110%, 2022: 108%, 2023: 113%, 2024: 112%, 2025 YTD: 122%) against blended goals: base retention, NRR, margin, renewals, and churn reduction.
- Secured multi-year $1M+ contract renewals through executive sponsorship, value realization frameworks, and expansion plays; achieved 9 consecutive months of managed revenue growth and CSAT 108% to target in 2024.
- Built high-performing culture resulting in multiple team promotions (CSM → Senior CSM → Enterprise CSM) and consistent 131% team KPI attainment year-to-date 2024 (135% in 2022, 112% in 2023).
- Partnered with Product, Sales, and Finance leadership to integrate customer feedback into roadmap priorities and post-acquisition harmonization, boosting adoption, usability, and single global operating model.
- Background Screening SaaS
Enterprise Customer Success Manager – US Market
Certn
10.2020 - 10.2021
- Forged strategic partnerships with enterprise clients during Series A–B hyper-growth, driving managed revenue expansion via tailored onboarding, clustering, and health-score interventions.
- Led cross-functional systems optimization and process design that laid foundation for scalable CS org; analyzed usage trends to proactively mitigate risk and accelerate adoption.
- Conducted regular business reviews, monitored health metrics, and contributed to marketing materials highlighting product benefits.
Enterprise Customer Success Manager
Sterling Talent Solutions
07.2019 - 10.2020
- Owned $5M+ portfolio of Fortune 1000 clients; secured multi-year renewals and delivered 105% quota attainment through platform migrations (ATS/HRIS/ERP integrations) and strategic program enablement.
- Spearheaded project management for cloud-based integrations; established communication plans and coordinated with product teams on user feedback for improvements.
- Created detailed reports on account progress, challenges, and growth opportunities.
- Acquired by First Advantage
Principal Enterprise Customer Success Manager
BirdEye
11.2017 - 07.2019
- Designed and scaled global CS frameworks/procedures adopted company-wide, reducing churn and lifting retention; built custom CSM dashboard increasing team efficiency 20%.
- Managed client integrations via native tools (Zapier, SFTP) and drove product enhancements based on feedback, improving platform usability.
- Achieved 153% KPI attainment Q4 2017 (NPS 100%) and sustained 114–115% in 2018; fostered long-term relationships by addressing goals, pain points, and expectations.
- Simplified executive decision-making with detailed reports on account progress and opportunities.
- Customer Experience SaaS
Manager, Enterprise Sales Development & Sales Operations
Tact.ai
09.2015 - 10.2017
- Led sales development and operations for Series A startup; collaborated with CRO/VP Sales on high-impact integrations fueling scalable growth and consistent quota overachievement.
- Analyzed market trends, facilitated team meetings, conducted performance reviews, and established/monitored KPIs.
- Negotiated vendor contracts, developed operational strategies, and maximized performance through hands-on training and real-time data monitoring.
- AI-Powered CRM Edge
Senior Sales Development Representative
Act-On Software
12.2014 - 09.2015
- Executed outbound lead generation at scale (#1 among 45 SDRs); earned SDR of the Quarter (Q2 & Q3) and Rookie of the Quarter (Q1).
- Maintained 100–200 daily dials/emails/chats to nurture and qualify marketing-generated leads.
- Marketing Automation SaaS
Account Manager
49er Communications
01.2013 - 12.2014
- Managed key accounts for leading LMR equipment dealer; delivered tailored solutions improving satisfaction, loyalty, and repeat business.
- Prepared detailed reports on activity/progress; monitored trends/competitors; resolved concerns and handled escalations to preserve relationships.
Education
No Degree - Business Management
Sierra College
Rocklin, CASkills
- Customer Success Scaling & Global Framework Design
- Net Revenue Retention (NRR) / Gross Revenue Retention (GRR) >100%
- Book-of-Business Growth ($6M → $45M) & Portfolio Management
- Multi-Year $1M Renewal Negotiation & Expansion
- Team Leadership (13 reports) & Internal Promotions Pipeline
- Churn Mitigation, Health Scoring & Proactive Intervention
- Hyper-Growth Execution (Series A–C, 10x Headcount, 3 Acquisitions)
- Quota Attainment (Base NRR Margin Renewals Churn Goals)
- Cross-Functional Alignment (Product, Sales, RevOps, Finance)
- Onboarding, Adoption & Digital/Low-Touch Motion Design
- Data-Driven Insights (Usage Analytics, Forecasting, Dashboards)
- Executive Business Reviews & Voice-of-Customer Roadmap Influence
- Upsell/Cross-Sell/Expansion Revenue Driver
- Contract Negotiation & Customer Lifecycle Optimization
Websites
Timeline
Senior Manager, Customer Success (NAM & EMEA)
Certn
10.2021 - 11.2025
Enterprise Customer Success Manager – US Market
Certn
10.2020 - 10.2021
Enterprise Customer Success Manager
Sterling Talent Solutions
07.2019 - 10.2020
Principal Enterprise Customer Success Manager
BirdEye
11.2017 - 07.2019
Manager, Enterprise Sales Development & Sales Operations
Tact.ai
09.2015 - 10.2017
Senior Sales Development Representative
Act-On Software
12.2014 - 09.2015
Account Manager
49er Communications
01.2013 - 12.2014
No Degree - Business Management
Sierra College