Christopher Desmarais
Medway
Summary
Insightful Customer Success Manager with expertise in developing high-performing teams and enhancing productivity. Skilled in designing customer health metrics and managing CRM systems such as SFDC, Gainsight, Clari, and Gong. Focused on strategic planning and process optimization to elevate customer success and satisfaction.
Overview
15
15
years of professional experience
Work History
Manager of Customer Success
Nuvolo Technologies
Boston
04.2021 - Current
- Manage 8 individual contributors with a total book of business ~68MM in ARR.
- Champion of our Gainsight application, defining customer health score metrics, risk mitigation and remediation processes. Design a new process for managing a larger customer base using digital enablement tools, proactive outreach programs, and effective communication tracking.
- Hired an additional team to manage renewals, webinars, email tracking, and communications for customer base, achieving over 95% renewal goal and consistently delivering around 110% of total ARR.
- Developed customer success strategies to enhance client engagement and satisfaction.
- Implemented and onboarded through self created training programs for staff to enhance customer success skills.
- Analyzed customer data to identify trends and make informed strategic decisions.
- Supported several of our largest organizations, including The U.S. Department of Veterans Affairs, The Cleveland Clinic, Providence Health Partners, and Mayo Clinic, as both manager and individual contributor within Customer Success team.
- Developed full lifecycle for digital customer success approach, implementing effective change management program to onboard the entire organization. Specific to our SMB customer base (<100K Digital CS)
- Took on the additional role of Gainsight admin to establish and manage the operations function for the Customer Success Management (CSM) team
Customer Success Manager Operations
Kimble Applications
Boston
05.2019 - 04.2021
- Tracked and analyzed leading indicators of renewals and upsell to identify successful strategies and areas for improvement.
- Coordinate cross-functional processes (with Engineering, Support, Services and Sales) that help meet renewal and upsell targets.
- Determined timing and content of customer touch points to drive adoption and improve net promoter scores throughout the customer journey.
- Created Salesforce reports to depict customer health and developed KPIs to leverage insightful customer data for CS organization dashboards.
Cloud Customer Success Manager
Kronos Inc.
Chelmsford
12.2015 - 11.2018
- Managed high complexity enterprise-level accounts through onboarding, strategy implementation, adoption, upsell, cross-sell, and ongoing engagement, ensuring customer success and renewal for 25 customers generating 250k-1mm ARR each.
- Develop, monitor, and guide the execution of explicit project plans with customers against agreed upon goals through regularly scheduled status calls and frequent account reviews.
- Developed and monitored execution of project plans with customers against agreed goals through regular status calls and account reviews.
- Collaborated with product teams to prioritize and communicate enterprise customer use cases and feature requests.
- Achieved Gainsight certification at 2017 Pulse Conference.
Senior Product Consultant
SS&C Technologies PORTIA
Boston
07.2011 - 12.2015
- Promoted from previous position due to exceptional performance.
- Formulated project management documentation for management teams.
- Produced Project Plans, Memorandums, and Workflow Analysis documents to enhance project clarity and execution.
- Formulated project management documentation to support management teams effectively.
- Managed multiple PORTIA implementations/upgrades daily while training other consultants to ensure knowledge transfer and operational consistency.
Education
Bachelor of Science - Business Management
University of Massachusetts Lowell
Lowell, MASkills
- Customer success and engagement
- Gainsight administration
- Growth metrics analysis
- Relationship management
- Salesforce reporting and security
- MEDDIC methodology
- Customer journey mapping
- Advanced Excel proficiency
- Journey orchestration
- Scorecard design
- Customer feedback analysis
- Workflow optimization
Timeline
Manager of Customer Success
Nuvolo Technologies
04.2021 - Current
Customer Success Manager Operations
Kimble Applications
05.2019 - 04.2021
Cloud Customer Success Manager
Kronos Inc.
12.2015 - 11.2018
Senior Product Consultant
SS&C Technologies PORTIA
07.2011 - 12.2015
Bachelor of Science - Business Management
University of Massachusetts Lowell