Stephen Hodgetts
Denver ,Colorado
Summary
Customer Success executive and founding CS employee at Stream, where I've built multiple teams including Customer Success, Sales Engineering, and Technical Support teams. Focused on driving NDR optimization through value-driven churn prevention, account expansion, and cross-sell initiatives. Cross-functional leader with deep involvement in documentation, developer experience, product strategy, and sales alignment, ensuring seamless customer outcomes across the entire organization.
Overview
10
10
years of professional experience
Work History
VP of Customer Success
Stream
10.2022 - Current
- Lead company-wide retention and expansion strategy, increasing quarterly Net Dollar Retention from 97% to 102% through proactive churn prevention and growth playbooks
- Oversee $34M ARR across 300+ enterprise subscriptions, driving scalable customer outcomes and long-term account expansion
- Own forecasting for renewals and account performance, projecting churn, contraction, and expansion to improve revenue predictability and executive planning
- Lead complex, multi-product integrations and enterprise deployments for Stream's largest customers, including Nextdoor, eBay, Bumble, eToro, and ADP
- Serve as a key partner to Product and Engineering leadership, aligning roadmap priorities with customer needs, adoption trends, and business impact
- Architected an AI-enabled customer intelligence system integrating CS, Support, CRM, and product usage data, transforming customer knowledge into an organization-wide asset
- Orchestrate strategic QBRs and executive-level stakeholder alignment to deepen product penetration and accelerate enterprise value realization
- Lead global Customer Success, Sales Engineering, and Technical Support teams, ensuring consistent delivery across onboarding, adoption, renewals, and escalation management
Director of Customer Success
Stream
10.2020 - 10.2022
- Scaled the Customer Success organization from 3 to 14 team members, establishing regional coverage to support rapid enterprise growth
- Built and operationalized the end-to-end customer lifecycle, including onboarding, QBRs, renewals, and expansion planning
- Created Stream's pre-sales technical success motion, defining repeatable demos, POCs, and success criteria
- Implemented proactive churn management and account health programs to improve retention and renewal predictability
Customer Success Manager
Stream
10.2019 - 10.2020
- Joined Stream at a pre-Series A stage (~$2M ARR) with no formal Customer Success, Support, or account management infrastructure in place
- Built foundational onboarding, support, and adoption processes while leading technical implementations of Stream's APIs and SDKs
- Helped establish early churn prevention and escalation practices and supported the build-out of a global support function
Organic Chemist
Dolan Integration Group
01.2016 - 01.2019
Education
Software Engineering Bootcamp
Galvanize
Boulder, CO01-2019
Master of Science - Chemistry
Newcastle University
Newcastle, UK01-2015
Bachelor's Degree - Geology and Chemistry
Aberdeen University
Aberdeen, Scotland2013
Timeline
VP of Customer Success
Stream
10.2022 - Current
Director of Customer Success
Stream
10.2020 - 10.2022
Customer Success Manager
Stream
10.2019 - 10.2020
Organic Chemist
Dolan Integration Group
01.2016 - 01.2019
Software Engineering Bootcamp
Galvanize
Master of Science - Chemistry
Newcastle University
Bachelor's Degree - Geology and Chemistry
Aberdeen University