Chad Troughton

About Chad Troughton

As a results-oriented Customer Success leader, I have consistently driven revenue growth and retention while enhancing customer satisfaction across diverse industries. With a proven track record of success, I excel in tailoring custom solutions to best t the customers business objectives.

Experience

1. Manager, Customer Success

   Ambition

   Dec 2025 — Present · Atlanta, GA, US

   Team Leadership & Management-Lead, coach, and mentor a high-performing team of Customer Success Managers across daily execution and long-term career growth-Establish clear expectations, success metrics, and ownership structures for each CSM-Conduct weekly 1:1s, performance reviews, and ongoing development planning-Foster a culture of accountability, collaboration, and customer-centricity-Maintain a positive managerial presence by setting the tone, managing frustrations privately, and upholding professionalism and confidentiality at all times.Operational Excellence & Team Performance-Coach CSM performance against KPIs, including-Net Dollar Retention-Renewal Rate-Expansion Revenue-Time to Launch-Customer engagement cadences-Business Review completion-Build, maintain, and improve team processes for onboarding, forecasting, renewals, and planning-Ensure effective use of Salesforce, Pylon, WorkRamp and other internal tools-Partner with RevOps on accurate KPI tracking, dashboards, and reporting.Enablement, Training & Resources-Ensure CSMs have the training, documentation, and product expertise needed to succeed-Create and deliver team playbooks, onboarding programs, and paths to promotion-Drive readiness for new product releases and cross-functional initiatives.Customer Advocacy & Cross-Functional Partnership-Serve as the voice of the customer during roadmap planning and prioritization-Partner closely with Sales, Solutions, Support, and Product to ensure seamless customer experiences-Support storytelling efforts with Sales and Marketing through customer stories and ROI insights.Strategic Planning & Continuous Improvement-Analyze performance trends to identify opportunities for improvement and scale-Optimize segmentation, coverage models, and success motions-Implement scalable approaches that reduce manual effort and improve customer outcomes-Continuously refine onboarding, lifecycle frameworks, and retention strategies.

Education

• Parker College of Business-Georgia Southern University

  Bachelor of Business Administration, Logistics and Intermodal Transportation

  2007 — 2011

Skills

• Supply Chain
• Management
• Sap Products
• Sap Apo
• Supply Chain Management
• Sap
• Microsoft Office
• Transportation
• Inventory Management
• Export
• Sap Erp
• Supply Chain Optimization
• Cross-Functional Team Leadership
• Shipping
• Warehousing
• Microsoft Excel
• Sap R/3
• Freight
• Logistics Management
• Logistics