Brian Emerson

About Brian Emerson

I’m a Customer Success Manager who builds executive-aligned success plans to keep every stakeholder focused on measurable value. That turns underused software into business outcomes with predictable NRR.Currently a Customer Success Manager at Symbeo managing 25 accounts (13 Fortune 500), delivering 35+ executive business reviews monthly and coordinating with Solutions Architects to drive complex implementations.Track record:95%+ retention |$1M+ annual expansion | Fortune 500 relationship management | Strategic account planning | Cross-functional leadership (Product, Sales, Support, Implementation)Background:5+ years enterprise SaaS customer success + 10+ years managing high-stakes client relationships (multimillion-dollar events for Microsoft, Arnold Sports Festival). That blend gives me both strategic relationship skills and operational execution.Seeking:Strategic Customer Success Manager roles at growth-stage SaaS/AI companies where I can own enterprise accounts and shape customer success strategy. Remote-first | Vancouver, WA / Portland, OR | 25% travelTrusted by Global Brands:I\'ve worked with some of the world\'s most recognizable names, including Arnold Schwarzenegger, Starbucks, Fox Corporation, SAP Ariba, Altria Group, Komatsu, Pulte Homes, Robert Half, Ross Dress for Less, Taylor Morrison Homes, Waste Management, Warner Music, Tegna, Discover Financial Services, Air Canada/Jazz, E&J Gallo, University of Pittsburgh Medical Center, Sonic Automotive, Duke Energy, University of Maryland Medical System, and Florida Crystals.I thrive on high-impact leadership, customer engagement, and strategic transformation, whether driving enterprise success, coaching high-performing teams, or crafting innovative solutions that redefine industry best practices.Let\'s Connect:If you\'re looking for a Customer Success Manager, business strategist, or event operations expert to optimize processes, accelerate revenue, and elevate customer experiences, let\'s talk.For a full career history also check out my \"Projects\" section.

Experience

1. Senior Customer Success Manager

   Symbeo

   Jul 2021 — Present · Vancouver, WA, US

   SCOPE: Lead strategic customer success initiatives for portfolio of high-value, high-touch enterprise clients, ensuring retention, revenue growth, and long-term partnership development. Drive customer engagement through consultative strategies, aligning business needs with tailored solutions to maximize adoption and satisfaction. Oversee contract compliance, process optimization, and cross-functional collaboration to enhance service delivery and operational efficiency. Mentor and train customer success teams, fostering a culture of continuous improvement and proactive client management. ARR:$3.6M, Staff: 2 Enterprise Account Leadership: Oversee a high-value portfolio of 25+ Fortune 500 and clients, safeguarding $6.3M in annual recurring revenue by strengthening relationships, aligning solutions to business objectives, and driving long-term retention. Strategic Customer Success: Architect and execute data-driven success plans that optimize product adoption, increase engagement, and uncover expansion opportunities to accelerate revenue growth. Team Development & Enablement: Deliver 80+ hours of targeted training annually, equipping the Customer Success Team with advanced retention strategies, consultative approaches, and customer engagement best practices. Executive Client Engagement & Process Optimization: Serve as a trusted strategic advisor, translating business objectives into actionable outcomes while optimizing customer onboarding and support workflows. Implement scalable solutions that eliminate inefficiencies, enhance responsiveness, and drive measurable impact. Cross-Functional Management: Partner with sales, product, and support teams to resolve complex client challenges, ensuring seamless communication and alignment across business units. Customer Advocacy & Product Evolution: Champion client needs internally, influencing product roadmaps and feature enhancements based on real-world feedback to strengthen competitive positioning.

Education

• QUT (Queensland University of Technology)

  BA, Theater

• University of Technology Sydney

  Executive Certificate in Event Management, Event Management

Skills

• Management
• Theatre
• Event Management
• Music
• Event Planning
• Leadership
• Creative Direction
• Policy
• Training
• Program Management
• Public Speaking
• Customer Service
• Venue Management
• Festivals
• Film
• Staff Development
• Entertainment
• Live Events
• Strategic Planning
• Arts Administration
• Team Leadership
• Team Building
• Change Management
• Email Marketing
• Social Networking
• Fundraising
• Nonprofits
• Performing Arts
• Production Managment
• Concerts
• Stage Management
• Personal Training
• Strength & Conditioning
• Bodybuilding
• Production Management