Roman Franklin
Summary
Hands-on player-coach and operator who turns chaotic post-sale motions into data-driven forecast machines. Excel at risk-tiered governance, expansion-through-renewals, and cross-functional alignment that drives measurable value realization. Built three renewals operating systems from zero; unified post-M&A portfolios; consistently positioned companies for acquisition success. Ready to own renewal outcomes and forecast accuracy at Alteryx scale.
Overview
16
16
years of professional experience
Work History
Head of Global Retention & Customer Success | Global Leadership Team
Loftware
04.2024 - Current
- Own $110M+ ARR global renewals portfolio across 16,000+ customers (5,000+ enterprise); scaled GRR to 93%+ and NRR to 115%+ during 25% headcount reduction.
- Built complete renewals operating system from zero: risk-tiered pipeline governance, 120-day deal playbooks, CS-qualified expansion pipeline, and ELT-level forecast inspection cadences now used company-wide.
- Deliver 112%+ quota as player-coach on high-stakes enterprise renewals and escalations while developing leadership bench.
- Established proactive churn-risk modeling and mitigation that transformed forecast accuracy and executive decision-making.
Head of Americas, Customer Success & Revenue
TurnKey Lender
03.2023 - 04.2024
- Built U.S. subscription lifecycle (acquisition → renewal → expansion) from zero in greenfield market.
- Generated $700K+ net-new revenue in six months and secured first enterprise banking partnerships.
- Designed repeatable renewal motion with pipeline discipline, forecast rigor, and expansion triggers that accelerated value realization and shaped product roadmap.
Vice President / Owner
Love Mortgage Inc.
01.2019 - 01.2023
- Restructured commercial operations, forecasting, and processes; drove 4x valuation increase and 50% cycle time reduction through operational transformation and scalable model.
VP, Customer Lifecycle, Retention & Growth | Post-M&A Integration
TractManager
04.2016 - 01.2019
- Unified four fragmented post-acquisition customer bases and renewal motions into single scalable engine.
- Delivered 30% NRR lift and $5M+ expansion synergies through embedded risk management and expansion plays.
- Built retention infrastructure and forecast accuracy that cleared Symplr acquisition due diligence and drove successful exit.Unified four fragmented post-acquisition customer bases and renewal motions into one scalable global engine.
- Delivered 30% NRR lift and $5M+ expansion synergies by embedding proactive risk management and expansion plays into the renewal motion.
- Built retention infrastructure, forecast accuracy, and reporting rigor that successfully cleared acquirer due diligence.
- Led cross-functional integration (Sales, CS, Finance, Product) and developed high-performing leadership team in a fast-paced PE environment.
Manager, Account Management & Retention
Premier Inc.
09.2010 - 04.2016
- Owned end-to-end enterprise healthcare renewals and expansion; built executive negotiation, stakeholder alignment, and P&L expertise foundational to later leadership roles.
Education
Master of Science - Engineering, Technology Leadership
Brown University
Providence, RIBachelor of Science - Organizational Leadership
Texas A&M University
College Station, TXSkills
- $200M revenue portfolio influenced across recurring revenue and customer growth motions
- 50K customers supported across enterprise, SMB, global, and post-M&A environments
- 3 renewals / retention engines built with forecast rigor, risk governance, and executive visibility
- 115% NRR / 93% GRR delivered consistently while scaling global renewals with leaner teams
- $10M revenue impact through retention, expansion, and renewal recovery
- 30% NRR improvement through customer base integration and expansion-through-renewals
- Cross-functional renewal models built across CS, Sales, Finance, Legal, Product, and RevOps
Skills
NRR & GRR Ownership, Renewal Forecast Accuracy, Pipeline Governance, Expansion Through Renewals, Executive Negotiation, Leader of Leaders, Player-Coach Execution, Cross-Functional Alignment, Post-M&A Integration, Board & ELT Reporting
Timeline
Head of Global Retention & Customer Success | Global Leadership Team
Loftware
04.2024 - Current
Head of Americas, Customer Success & Revenue
TurnKey Lender
03.2023 - 04.2024
Vice President / Owner
Love Mortgage Inc.
01.2019 - 01.2023
VP, Customer Lifecycle, Retention & Growth | Post-M&A Integration
TractManager
04.2016 - 01.2019
Manager, Account Management & Retention
Premier Inc.
09.2010 - 04.2016
Master of Science - Engineering, Technology Leadership
Brown University
Bachelor of Science - Organizational Leadership
Texas A&M University