Brandon Whitecar

About Brandon Whitecar

Customer Success & Sales Leader | Driving Growth, Retention & RevenueCustomer Experience and Contact Center leader with over a decade of experience designing, deploying, and optimizing scalable CX technology solutions in high-growth SaaS environments. Proven track record of architecting global contact center infrastructures, driving NPS improvements (71), and increasing ARR (176%) through data-driven strategy, cross-functional collaboration, and customer-centric innovation. Expert in CCaaS/UCaaS technologies, customer journey design, and platform administration—including Totango and CRM integrations. Adept at leading cross-functional teams, managing vendor relationships, and aligning technical solutions with business objectives to enhance customer satisfaction, retention, and operational efficiency. Passionate builder with a self-starter mindset and a history of transforming customer success functions from the ground up.I’m passionate about building high-performing teams and creating exceptional customer experiences. With a track record of success in both Sales and Customer Success, I specialize in turning customers into champions and businesses into growth engines. What I Bring to the Table: Customer Success Mastery – Designing and executing seamless customer journeys from implementation to renewal. Revenue Growth – Driving Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and strategic upsells. Customer-Centric Leadership – Leading teams that thrive on collaboration, innovation, and results. Data-Driven Decision Making – Leveraging insights to optimize adoption, retention, and time to value. Cross-Functional Alignment – Bringing Sales, Product, and Support teams together to deliver world-class customer experiences.I thrive in fast-paced SaaS environments where innovation meets execution. Whether it’s scaling teams, optimizing processes, or fostering long-term customer relationships, my mission is simple: help businesses and customers win—together.Let’s connect and make success happen!

Experience

1. Director of Customer Success

   Xima Software

   Aug 2022 — Present

   As a seasoned Director of Customer Success, I have a proven track record of driving exceptional outcomes for clients and organizations alike. With a strong focus on SaaS growth and customer satisfaction, I thrive on building and leading high-performing teams while crafting strategies that deliver measurable results.At Xima Software, I spearheaded the creation of the company’s first Customer Success team, enabling a successful shift toward SaaS. I led initiatives that resulted in an outstanding Net Promoter Score (NPS) of 71, a tenfold increase in reviews, and a 4.5-star rating. By designing a customer journey framework and fostering proactive engagement, I consistently delivered Net Revenue Retention (NRR) above 100% and minimized churn.Highlights of Expertise:• Executive sponsorship for 200+ client implementations• Building scalable Customer Success and Onboarding teams• Enhancing customer satisfaction and loyalty through innovative strategies• Driving revenue growth through upselling and retention initiatives• Aligning customer success programs with organizational goalsI am passionate about delivering value at every touchpoint and look forward to connecting with professionals who share a commitment to customer success and growth.

Education

• Western Governors University

  Master of Business Administration - MBA, Business Administration and Management, General

  2016 — 2018

• Salt Lake Community College

  Associate of Science (A.S.), General Studies

  2008 — 2010

• University of Utah

  Bachelor's degree, Communication, General

  2011 — 2013