Zype Customer Success Strategy

Comprehensive journey mapping, professional services strategy, and revenue operations.

Client

Zype Inc.

Date

Dec 2016 - Jun 2018

Services

Operations Strategy

Role

Senior Director, Customer Success

Website

Objectives

Establish a customer-success driven culture across the organization
Recover AR from delinquent customers
Boost retention and ARR
Implement end-to-end CS strategy from sales handoff through implementation, onboarding, support, and account management to drive renewals and upsells

- Drove 104.8% net retention revenue
- Recovered 20% of at-risk ARR through health-monitoring processes
- Managed revenue operations via Salesforce & ClientSuccess
- Led team to launch of 30+ OTT streaming apps across Smart TV, mobile, and web platforms (Apple TV, Fire TV, Android TV, Roku, iOS, Android, web)

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