Jason Ouimette
Yarmouth
Summary
Customer-obsessed leader with 5+ years of experience scaling high-performing Customer Success and Support teams in fast-paced B2B SaaS environments. Proven ability to drive NPS, reduce churn, and lead global teams through high-growth and high-change periods. Passionate about blending human expertise and automation to create scalable service operations. Known for fostering inclusive, motivated team cultures and building systems that drive client outcomes and business growth.
Overview
6
6
years of professional experience
Work History
Vice President of Client Services
DJ Capital Partners, LLC dba DipJar
06.2022 - 03.2025
- Scaled Customer Success and Support departments from 2 individuals to a full-functioning distributed team.
- Defined and tracked key performance indicators (KPIs) such as response time, resolution accuracy, CLTV, NPS, and churn to monitor and optimize team performance.
- Developed and executed a customer success strategy that included proactive outreach, onboarding enhancements, and account expansion initiatives.
- Led cross-functional collaboration with Product, Sales, and Marketing teams to prioritize product improvements based on customer feedback.
- Designed and implemented a support escalation framework to improve resolution times and service consistency.
- Managed a remote, nationally distributed team, fostering collaboration across different time zones and cultures.
- Played a key role in the company’s first major product update in 10 years, ensuring smooth adoption and customer communication.
- Oversaw team operations during company wind-down, managing client communication and support transitions.
Director of Customer Success
DJ Capital Partners, LLC dba DipJar
07.2021 - 06.2022
- Led the expansion and development of the Customer Success function, implementing data-driven strategies to improve customer retention and satisfaction.
- Overhauled the customer journey to align with user behaviors and needs, incorporating additional surveying to monitor adoption.
- Increased NPS score by 90% and maintained CSAT scores above 95% through proactive support and engagement initiatives.
- Identified upsell and expansion opportunities, driving additional revenue through enhanced product usage.
- Developed onboarding strategies to ensure customers experienced value quickly and effectively.
Manager of Customer Support
DJ Capital Partners, LLC dba DipJar
09.2020 - 07.2021
- Rebuilt and scaled the Support function post-COVID, introducing all-new support tools and processes to enhance service.
- Implemented ticketing systems and automation solutions to streamline workflows and improve response times.
- Partnered with Product & Engineering teams to resolve product issues, reducing customer-reported bugs and support requests.
- Recruited and mentored key team members, fostering a strong culture of growth and excellence.
Lead Technical Support Engineer
Delsys, Inc.
03.2019 - 04.2020
- Provided technical support and training to clients, ensuring high adoption rates of company products.
- Collaborated with Product Development and R&D teams to resolve technical issues and enhance product reliability.
- Developed knowledge base content and technical documentation to improve self-service support capabilities.
- Managed customer inquiries through ticketing systems, ensuring timely and effective issue resolution.
Education
Bachelor of Science - Industrial Engineering
University of Massachusetts
AmherstSkills
- Customer Retention & Expansion Strategies
- Team Leadership & Remote Team Management
- Project Planning & Organization
- Process Optimization & Automation
- KPI Development & Performance Tracking
- Product Adoption & Upsell Initiatives
- Customer Advocacy & Cross-Functional Collaboration
- Interpersonal Skills
- CRM & Support Tools: ZoHo, Zendesk, HubSpot, Notion
- Analytics & Reporting: Looker, Tableau, Google Apps Script
- Project Management: Jira, Asana
- Technical Proficiency: Python, MATLAB, R, C
- Account Management
- Relationship Management
Core Accomplishments
- Designed, implemented, and scaled Customer Success and Support functions from scratch to meet growing business demands, ensuring seamless onboarding, engagement, and retention.
- Increased NPS score by 147%, reflecting a strong improvement in client satisfaction and loyalty.
- Developed and implemented KPI-driven workflows to enhance customer experience, resulting in a 35% reduction in churn.
- Spearheaded automation initiatives across client services, improving efficiency and team productivity.
- Drove upsell and cross-sell initiatives, contributing to revenue growth through enhanced product adoption strategies.
Timeline
Vice President of Client Services
DJ Capital Partners, LLC dba DipJar
06.2022 - 03.2025
Director of Customer Success
DJ Capital Partners, LLC dba DipJar
07.2021 - 06.2022
Manager of Customer Support
DJ Capital Partners, LLC dba DipJar
09.2020 - 07.2021
Lead Technical Support Engineer
Delsys, Inc.
03.2019 - 04.2020
Bachelor of Science - Industrial Engineering
University of Massachusetts
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