Mark was instrumental in helping us build the foundation of our Customer Success organization. With his guidance and expertise, we were able to transform from a renewals team into a proactive CS team that makes informed decisions and actions based on customer health data. He assisted in leading the implementation of our Customer Success automation platform, which included our C-Sat surveys NPS, onboarding playbooks, early warning systems for at-risk customers and mapping the entire customer journey. I would recommend him to any organization either building a customer success org from the ground up or those that are established but looking for ways to improve.
Mark is a highly respected leader by those who have had the pleasure of working with him, and is an extremely knowledge and passionate leader in Customer Success. He is an experienced and competent software executive, with a long track record of building and scaling Customer Success teams in venture-funded SaaS companies. Along with his strong leadership fundamentals, he is very effective in understanding strategic direction and and the unique complexities of our business. He can translate that insight into plans and actions that inspire his teams / projects to achieve tremendous results. His values are totally aligned with a performance culture and understands how to contribute on a strong executive team. I highly recommend and Mark to tackle the most complex of Customer Success challenges.
Mark has witnessed the evolution of the customer success from a front seat. It’s a privilege to have access to an industry leader who has a strong operational experience in SaaS and On-premise products. Mark’s able to build business models along with working with product teams to resolve issues. Additionally, he understands high-pressure startup environment, which is rare.
You rarely come across an executive that has the competency and skills to quickly analyze the current state of the business and then be able to put together a concise action plan and then go execute to it. In the world of SaaS customer success, I don’t think there is a more knowledgeable, visionary thought leader than Mark. He is on the cutting edge of defining the next generation of customer success best practices. Mark is exceptional in customer situations and can translate customer requirements across the organization in an actionable way. His ability to recruit and develop his people is second to none. Whether is be the CSM or CS team, they both run like clockwork under Mark’s guidance. We have worked together twice, and I would welcome the opportunity to do it again.
Mark is one of the most energetic and experienced business executives with which I’ve had the pleasure of working. His endless energy and can-do attitude inspire me every day. He’s been a great mentor to our entire team and is a true leader. The industry of Customer Success is privileged to have him onboard
Customer Success as a function has come into its own as a strategic necessity for tech companies. Leaders of this function tend to be either enthusiastic but inexperienced, or experienced in other related functions like support or professional services. Mark is a rare leader. He’s passionate and experienced, capable of defining a vision for a Customer Success organization and executing on bringing a high-functioning team to fruition. All of this means he’s been a valuable advisor to my company and a source of continued inspiration.