BRENT HENRY
WellRight
Norwell
14
years of professional experience
Results-driven leader with expertise in collaborative leadership, strategic planning, and process improvement, delivering innovative solutions to drive customer retention and satisfaction. Proven ability to build and develop high-performing teams while implementing data-driven strategies to achieve organizational goals.
Work History
Vice President of Customer Success
3 Months- Directed client success strategies to strengthen engagement and retention across wellness program portfolios.
- Developed executive relationships to support renewals, expansion, and long-term partnership growth.
- Led cross-functional teams to deliver implementation plans aligned with customer goals and timelines.
- Oversaw operational reviews to identify process gaps and improve service consistency.
- Coordinated product and account priorities to resolve client issues and accelerate adoption.
- Refined reporting workflows to improve visibility into participation, outcomes, and program performance.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Identified opportunities to improve business process flows and productivity.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
Senior Director of Customer Success
3 Years 7 Months- Achieved 97% customer retention and world-class customer satisfaction scores
- Built and implemented digital touch program across customer journey to enhance engagement
- Identified repeatable strategies and playbooks to mitigate churn and drive engagement
- Led and developed a team of Managers and Customer Success Managers
- Tested and developed customer success best practices
- Helped to build out the digital touch program across the customer journey
- Fostered collaboration and innovation culture across all departments to drive shared success
- Built relationships with key external partners to ensure successful implementation of business strategies.
- Maintained open dialogue with executive leadership and internal stakeholders on current initiatives to ensure alignment
Vice President of Client Success
11 Months- Contributed as a member of the Executive Leadership Team.
- Led cross-functional projects with business development, product, reporting, and service teams to enhance collaborative outcomes.
- Established KPI metrics for client success organization
- Managed all client retention and growth efforts.
- Developed, managed, and expanded the CSM and Implementation teams as SYNQ3 continued to grow
- Cultivated executive relationships with key enterprise clients to drive client engagement and satisfaction.
- Led cross-functional projects with the business development, product, reporting, and service
- Worked closely with the product team to ensure key client needs are captured in product
- Directed strategic planning efforts that aligned organizational objectives with short-term goals and long-term growth initiatives.
Strategic Director of Client Success
5 Years 11 Months- Cultivated engaging culture enhancing employee satisfaction and loyalty
- Oversaw operational delivery for SaaS business services ensuring alignment with client needs
- Developed and documented Client Success processes and procedures to scale the organization
- Led team of 15 direct reports (200+ dotted line)
- Coordinated resources across departments in order to deliver high-quality service experiences.
- Demonstrated strong project management skills including conceptualization; analysis; driving alignment; planning resources; managing across teams; managing milestones and owning success
- Created and curated a fun and engaging culture that drove employee satisfaction and loyalty
- Coordinated cross-departmental resources to deliver consistent, high-quality service experiences.
CRD Account Executive
2 Years 2 Months- Increased revenue through strategic engagement with existing clients
- Generated additional revenue with existing clients
- Negotiated and executed client contract renewals
- Collaborated with cross-functional teams to generate innovative solutions for customers' needs.
- Trained clients on Business Wire systems and best practices
- Managed Team of 8
- Cultivated strong customer relationships, fostering long-term partnerships.
Education
Bachelor of Arts - Communication
Skills
Customer-centric culture
Key performance metrics
Data analytics
Process improvement
Negotiation
Policy implementation
Client retention strategies
Team management
Employee development
Cultural change
Relationship building
Collaborative management
Timeline
Vice President of Customer Success
WellRight
08.2026 - CurrentRead More
Senior Director of Customer Success
Carrot Fertility
02.2022 - 09.2025Read More
Vice President of Client Success
SYNQ3 Restaurant Solutions
03.2021 - 02.2022Read More
Strategic Director of Client Success
Virgin Pulse
04.2015 - 03.2021Read More
CRD Account Executive
Business Wire Boston
02.2013 - 04.2015Read More
The University of Delaware
Bachelor of Arts from Communication
Read More