Beth A. Mitchell

About Beth A. Mitchell

I don’t just lead Customer Success—I architect the cultures, systems, and strategies that make it scale.I’ve built and led global CS organizations of 500+, protected $4B+ in recurring revenue, and driven measurable growth across telecom, SaaS, enterprise, and public sector environments. I’ve been called in to stabilize what’s broken, scale what’s working, and reimagine what’s possible.My approach is rooted in clarity, trust, and execution. I believe when teams are empowered, coached, and held to high standards—they win. When customers are understood, supported, and delivered real outcomes—they stay. I design operating models that reflect both: coaching cadences, performance rhythms, and data-driven action loops that turn retention into a growth engine.Along the way, I’ve launched “Centers of Success” that powered 30% of all new MRR, cut service delivery cycle times by 50%, and helped shape careers through inclusive, principle-based leadership. Recognition like Woman of the Year, Circle of Excellence, and President’s Club are meaningful—but the real legacy is in the teams I’ve built and the leaders I’ve developed.If you\'re building something bold—or fixing something that matters—let’s connect.\"People don\'t care how much you know, until they know how much you care\"That belief is built into every team I lead, every customer interaction we design, and every culture I build. Expertise:Customer Success Strategy & Leadership | Revenue Retention & Expansion (ARR/MRR)| CX Transformation | Churn Reduction | Net Revenue Retention (NRR)| Organizational Design | Voice of the Customer (VoC)| Customer Journey Mapping | Onboarding & Adoption Optimization | CS Operating Models | Sales & Success Alignment | SaaS & Telecom | Salesforce, Gainsight, Tableau, Gong | Global Team Leadership | Culture Building & Turnarounds | Coaching & Talent Development | GTM Strategy | Enterprise & Public Sector (SLED, Federal, Healthcare)| Inclusion & DEI-Driven Leadership | AI | Product-Led Growth (PLG)| Customer Health Scoring | Change Management | Omnichannel Support | Digital CS Programs | Customer Advocacy | First Principles Thinking | P&L Ownership | Business Intelligence & Reporting | Executive Stakeholder Management

Experience

1. Vice President Customer Success

   Lumen Technologies

   Sep 2020 — Present · US

   My team consists of Direct and Indirect Sales, Inbound Customer Care, Click-to-Chat support for.com, Customer Portal, Technology Platforms, as well as Partner and CS Pods.I lead an omnichannel organization where we all are focused on our customers experience. We believe that we are an extension of the customers team and strive to ensure that they can focus on achieving their desired business outcomes. • Led a 550-person global customer success organization across Direct, Indirect, Care, Chat, Partner, and Wholesale channels.• Built, scaled, and led a CS operating model responsible for $500M in renewals and generating 30% of new MRR in 2021.• Launched “Centers of Success” to standardize playbooks, enablement, and coaching frameworks across teams, resulting in faster onboarding times, reduced customer wait times, and more efficient low to high touch customer campaigns.• Developed talent pipelines and succession planning processes; promoted dozens of future leaders from within.• Championed a data-first culture to improve retention, increase expansion velocity, and drive continuous performance improvement.\"People don\'t care how much you know until they know how much you care\"- John C Maxwell

Education

• University of Phoenix

  Business Administration and Management, General

Skills

• Account Management
• Change Management
• Cross-Functional Team Leadership
• Process Engineering
• Salesforce.com
• Business Analysis
• Team Building
• Management
• Crm
• Wireless
• Customer Satisfaction
• Training
• Testing
• Telecommunications
• Product Development
• Analysis
• Quality Assurance
• Quality Control
• Program Management
• Voip
• Cloud Computing
• Call Center
• Strategic Partnerships
• Direct Sales
• Saas
• Troubleshooting
• Project Planning
• Project Management
• Sdlc
• Leadership
• Operations Management
• Strategy
• Customer Experience
• Contract Negotiation
• Start-Ups
• Product Management
• Vendor Management
• Outsourcing
• Team Management
• Process Improvement