Xander Laughlin
Chicago,IL
Overview
5
5
years of professional experience
Work History
Regional Director of Customer Success, Enterprise
Darktrace
09.2022 - Current
- Increased customer retention by 10% in FY24 by implementing several processes to proactively triage and mitigate risks of churn.
- Increased customer growth rate by 7% in FY24 by driving several portfolio expansion initiatives and cross-functional alignment.
- Managed a team of 10 CSMs responsible for 300 enterprise clients and $20M ARR across various industry verticals.
Customer Success Manager & Team Lead, Enterprise
Darktrace
10.2021 - 09.2022
- Achieved 92% customer revenue retention by developing customized mutual success plans and delivering strong ROI to a portfolio of 50 enterprise clients.
- Delivered 8% customer revenue growth by understanding client needs, mapping to success criteria, and collaborating with account teams.
- Won "CSM of the Year" award for US-Southeast for driving strong value realization, revenue retention/growth, and churn reduction.
Technical Account Manager
Qualtrics
01.2020 - 09.2021
- Consulted five strategic clients with $1.2M ARR on value realization, platform best practices, and customer experience projects.
- Grew portfolio by $175k ARR by proactively identifying expansion opportunities and positioning new products as a way to drive program maturity.
- Achieved 100% customer satisfaction each quarter by driving an exceptional customer experience and a clear ROI to executive stakeholders.
Education
Bachelor of Arts - Economics & Political Science
Indiana University Bloomington
Bloomington, INBachelor of Arts - Psychology
Indiana University Bloomington
Bloomington, INSkills
- Relationship management
- Strategy and planning
- Customer experience
- Executive communication
- Revenue retention and growth
- Data analysis, visualization, and presentation
Timeline
Regional Director of Customer Success, Enterprise
Darktrace
09.2022 - Current
Customer Success Manager & Team Lead, Enterprise
Darktrace
10.2021 - 09.2022
Technical Account Manager
Qualtrics
01.2020 - 09.2021
Bachelor of Arts - Economics & Political Science
Indiana University Bloomington
Bachelor of Arts - Psychology
Indiana University Bloomington
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