Hi. I'm Todd.
I help Customer Success programs save customers and protect revenue.
In this age, every customer success team is focused on how they can stem the flow of churn. My career is focused on transforming customer success through innovative, data-driven programs designed to anticipate & mitigate risk, ensuring long-term client satisfaction and retention. I build proactive, reactive, and predictive models that deliver tangible results in churn reduction and customer engagement.
Strengths
With over 20 years of experience in customer success for enterprise software companies, I’ve developed tailored strategies that boosted retention by 20% and built strong stakeholder relationships to unlock value. By forming cross-functional teams aligned with customer-focused goals, I’ve consistently enhanced client outcomes and satisfaction, even during challenging transitions and acquisitions.
I utilize cutting-edge tools to transform customer engagement and operational efficiency. I forecast trends and cut resolution times by more than 60%. Data-driven proactive & predictive strategic programs, including the Global Escalation Management framework, have helped create scalable processes that significantly impact retention and engagement.
CS risk mitigation has been a core focus of my career. I’ve decreased account churn risk by up to 40% using proactive risk scoring, account health models, and early intervention strategies. My proven frameworks for identifying at-risk accounts and driving collaborative responsiveness ensure every interaction builds long-term retention and boosts ARR growth.
Recent Experience
Global Head of Account Escalation Management - Forcepoint
I'm fortunate to lead a global team of rockstar CS technical account managers who work with the toughest situations to mitigate risk of churn & contraction. The centerpiece of the program is the Global Risk Awareness motion, a proactive and predictive model that creates company-wide recognition, collaboration and actioning of revenue-impacting situations, up/cross-sell opportunities and areas of internal product & process improvement. We are not Tech Support: we engage holistically at the Account level to drive long-term success.
Director of Customer Success (Mission Critical Accounts) - Zendesk
As part of the CX Strategy and Insights leadership team. I developed, launched & led a new Global Critical Accounts & Escalations program. This “Account Save” model minimized churn, identified opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement.
Enterprise Customer Success Director - Citrix
I put on my CSM hat to help build the success program to migrate top customers to Citrix's cloud products. I oversaw a portfolio that included 3 of the company's Top 5 largest clients, representing a total ARR of $28M and a license base of 250,000 across telecom, healthcare, and insurance industries.
Director of Critical Account Management - Salesforce
As part of the industry-leader Global Customers for Life team, I built a customer-facing program to directly address critical situations in Sales, Service, B2B, and B2C Marketing and e-Commerce. These customer-facing engagements also helped identify opportunities for product and process improvement and drove impactful changes through collaboration with internal teams. I identified the need for and built the "Proactive Milestone Management" model that used data-driven models to identify potential risk during critical stages of the customer lifecycle and implement boutique, white-glove engagements to ensure success.