Ryan Browne
Saratoga Springs,Utah
Summary
Customer Success executive with 12+ years of experience scaling CS teams from $5M - $100M in ARR. Growth-minded leader who instills a culture of accountability and excellence. Exceptional at creating vision and translating it to execution. Known for personable leadership style, strong process orientation, and attention to detail. Sees the very best in people and processes.
Overview
16
16
years of professional experience
Work History
Vice President of Customer Success
Kenect
Pleasant Grove, Utah
05.2020 - Current
- Improved year-over-year gross logo retention for 8 consecutive quarters from 2020 - 2022, going from 96.3% to 99.3%
- Implemented customer growth initiatives within customer success, capturing $650K in upsell revenue from SMB customer base during Q2 2024.
- Key executive sponsor for programs that resulted in 100% Net Dollar Retention for 2023
Vice President of Customer Success
FRESHLIME
Lehi, Utah
07.2018 - 05.2020
- Improved Gross ARR retention by 33% in first year
- Achieved 25% improvement in time-to-value for new customers by re-engineering the onboarding process
- Implemented people, process, and technology enhancements to completely reset struggling customer success organization within first quarter of employment
- Reconstructed customer journey, leading to significant enhancement of NPS from +9 to +40
Vice President of Customer Success
WOMPLY
Lehi, Utah
08.2017 - 07.2018
- Established a Voice of the Customer program; collected meaningful ongoing feedback that resulted in significant product experience changes
- Built scalable SMB service model that resulted in 300% more tech-touch interactions through video, community, and knowledge center resources
Vice President of Client Success
SOLUTIONREACH
Lehi, Utah
03.2013 - 08.2017
- Accountable for enhancing the customer experience across a diverse portfolio of 25,000 enterprise, mid-market, and SMB customers with varying annual revenue from $500K to $5K
- Led all client success activities during period of revenue growth from $20M to $85M ARR. Accountable for the strategic direction for six distinct functional departments with 200+ employees: Customer Success, Customer Support, Customer Training, Retention, Onboarding, Customer Enablement
- Demonstrated ongoing success in cost management, consistently delivering projects below budget by 5% - 15%.
- Developed and led a high-performing client retention team that successfully safeguarded approximately $4M ARR in annual revenue
- Increased net ARR bookings of free trial by 12% while operating as executive sponsor of new customer onboarding program
- Successfully introduced upselling into client success department during Q1 2017 capturing $1.5M in ARR during first year
- Reduced employee attrition rate by 49% through improving workflow and processes, increasing organizational communication, and building a culture of excellence.
Director of Customer Service
MORINDA
Provo, Utah
03.2008 - 03.2013
- Generated over $2.5M revenue through pioneering a go-to-market strategy that resulted in the company’s most successful product launch in its history
- Increased customer satisfaction scores by 43% through implementing innovative customer experience strategies
- Reduced customer time-to-resolution by 45% through employing value stream mapping and process improvement techniques to weighed-down problem resolution processes
- Grew upsell revenues to $1.5M annually through teaching and training a value-based sales approach.
Education
Graduate Certificate - Organization Development & Change
Bowling Green State University
Bowling Green, OH12-2007
MBA - Organization Development & Change
Bowling Green State University
01.2007
Bachelor of Science in Business Administration -
Utah Valley University
01.2004
Skills
- Organizational Design
- Organizational Change
- Process Optimization
- People Management
- Strategic Leadership
- Change Management
- Executive Communications
- Data Analytics
- Vision-building
Languages
Japanese
Limited
Timeline
Vice President of Customer Success
Kenect
05.2020 - Current
Vice President of Customer Success
FRESHLIME
07.2018 - 05.2020
Vice President of Customer Success
WOMPLY
08.2017 - 07.2018
Vice President of Client Success
SOLUTIONREACH
03.2013 - 08.2017
Director of Customer Service
MORINDA
03.2008 - 03.2013
Graduate Certificate - Organization Development & Change
Bowling Green State University
MBA - Organization Development & Change
Bowling Green State University
Bachelor of Science in Business Administration -
Utah Valley University
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