RICHARD BOND
Washington
Summary
Dynamic Customer Success Manager with a proven track record of high customer satisfaction and retention. Skilled in data analysis and relationship building, I excel in training and onboarding, driving process improvements, and leading teams to exceed performance goals.
Overview
12
12
years of professional experience
Work History
Team Lead/ Strategic Customer Success Manager
Meltwater
Washington
03.2022 - Current
- Responsible for over 454 accounts, accounting for $16.3 million in ARR for my team.
- Achieved 86% customer retention goal for 2024, 87% for 2025, and forecasting 88% for Q1 2026.
- Personally responsible for 107 accounts, totaling $6.7 million in ARR.
- Provide and build all necessary deliverables that clients require, leveraging Microsoft Suite, Google Suite, Totango, and Tableau.
- Present deliverables to key stakeholders, both internal and external, when required.
- Coordinate the training and onboarding of all accounts with the Implementation Team and appropriate Customer Success Team members.
- Conduct yearly reviews and health checks for all accounts on my team.
- Ongoing white-glove support and providing additional enablement with our product offerings.
- Liaison between Customer Success, Product, Product Enablement, and RevOps teams.
- Provide monthly product updates to the team, highlighting the most crucial improvements to client work.
- Chosen as one of eight members of the North American customer success organization to be part of Meltwater's Product Council.
- Chosen to attend the annual Meltwater Sales Kickoff in Las Vegas (10 out of 65 CSMs chosen), as well as the company's annual global summit in NYC (top 5 in GRR in North America qualified).
- Selected to speak at the Meltwater Washington, D.C., conference on Crisis Communications in Nonprofit and Governmental Organizations.
- Chosen as the hiring coordinator with our HR team for the Customer Success East Region.
- Lead the onboarding of new Customer Success hires in the D.C. office.
Customer Success Manager
Cybrary
College Park
02.2021 - 03.2022
- Responsible for over 100 accounts, accounting for $3.3 million in ARR.
- Surpassed 85% customer retention goal for Q2, Q3, Q4 2021.
- Achieved a 30% expansion goal for Q4 2021 and Q1 2022.
- Train and onboard all accounts, entailing 2-4 separate sessions depending on the size of the account.
- Run further training and enablement sessions with accounts that add additional products to their subscription.
- Schedule and run quarterly reviews for all accounts.
- Build all necessary deliverables that clients require (using Microsoft Office products); this requires regular interaction with customers, from Director to C-Suite.
- Nominated by my team members to represent our team on the internal 'Employee Experience' Resource Group (ERG).
- Collaborated with our product team on quarterly 'Swarms' to discuss common improvements to be implemented in our product.
Account Manager
Happied
Washington
06.2019 - 04.2021
- Managed all accounts by reviewing and mitigating discrepancies and collaborating with account holders.
- Responsible for handling the complete sales process and Customer Success Management of up to 20 accounts, totaling $900,000 in annual revenue
- Educated clients on new product and service offerings and updated account information to maintain high standards of client service.
- Researched similar competitors in our workspace to build internal book on how to best position our products and services
- Nurtured relationships with other organizations in an effort to collaborate on services and events.
- Helped secure 2 long term partnerships
Assistant General Manager/ Beverage Manager
The Smith
Washington
06.2018 - 08.2019
Customer Success Manager
Trackmaven
Washington
01.2014 - 06.2018
- From 08/2016 to 09/2018 worked was as a part-time independent contractor
- Responsible for 40-50 accounts, including their proper training and usage of software, which accounted for $1.95 million in annual revenue.
- Achieved over 90% retention rate for 7 straight quarters, which was highest on my team.
- Nurtured partnerships with other organizations to increase profile of our products/services.
- Conducted regular Quarterly business reviews for all accounts.
- Worked with accounts on weekly or even daily basis to produce various deliverables through our software and presentations using traditional Microsoft Office.
- Regularly produced other deliverables to help marketing teams enhance their digital marketing performance and process (authored two blogs on company website).
- Trained all accounts on how to properly use all features of the tool and re-trained accounts when new product offerings were added to our software or when new members were added to their team.
- Trained new account managers upon hiring as to our member processes, functions of our products and services and how to best stay up to date on market research and information.
Education
Government and International Politics -
George Mason University
Fairfax, VA06.2014
Skills
- Customer relationship management
- Data analysis
- Microsoft Office
- Product training
- Client onboarding
- Account management
- Team leadership
- Process improvement
- Problem solving
- SMART goals
- Leading team meetings
- Leadership
- Project management
- Employee training
- Relationship building
- Customer focus
- Key performance indicators
Affiliations
Big Brother - Big Brothers & Big Sisters of America - Washington, DC (2024-Present)
Timeline
Team Lead/ Strategic Customer Success Manager
Meltwater
03.2022 - Current
Customer Success Manager
Cybrary
02.2021 - 03.2022
Account Manager
Happied
06.2019 - 04.2021
Assistant General Manager/ Beverage Manager
The Smith
06.2018 - 08.2019
Customer Success Manager
Trackmaven
01.2014 - 06.2018
Government and International Politics -
George Mason University