Chad Studebaker
Operations & Customer Success Leader | Driving Team Performance, Customer Retention & Business Growth
- Role
- Customer Delivery Manager at Prostratus
- Location
- Bellefontaine, OH, US
- LinkedIn followers
- 500 followers
About Chad Studebaker
Customer success and operations leader with 20+ years of experience transforming underperforming teams into high-functioning, customer-obsessed organizations. Proven ability to eliminate churn, drive retention, and scale customer success operations — from achieving zero voluntary turnover and eliminating executive escalations and building customer health programs from the ground up. Combines strategic vision with hands-on execution across team development, cross-functional alignment, data-driven insights, and operational excellence. Known for building trust, developing talent, and delivering measurable customer outcomes.Customer Success & Retention | Customer Health & Lifecycle Management | Churn Reduction & Escalation Management | Team Leadership & Culture Building | Cross-Functional Alignment | Data-Driven Insights & Analytics | Program & Project Management | Process Optimization | Capacity Planning | P&L Management | SAP | Salesforce | HubSpot CRM | Genesys PureCloud | ConnectWise | M365
Experience
Customer Delivery Manager
Apr 2025 — Present · Springfield, OH, US
Hired as Account Executive (Mar 2023 – Jun 2025). Promoted to Customer Delivery Manager and assumed full Solutions Center leadership (Jun 2025 – Present). Scope expanded by CEO into cross-functional operations, program management, and P&L oversight.Transformed Solutions Center culture and operations in 7 months — achieving zero voluntary turnover in an organization with a historical 85% resignation rate over 8 yearsEliminated 100% of executive-level customer escalations (\"hand grenade moments\") within 6 months of assuming leadershipReduced daily ticket backlog by 50% — from 40–80 tickets to 20–40 consistently — while simultaneously expanding operational scopeDelivered three strategic initiatives: Customer Health Initiative, Backup & Restore Program, and Ticket Metrics DashboardImplemented tiered support structure, call-queue governance, and ticket routing clarity across the Solutions CenterLaunched real-time operational visibility through custom dashboards built with DevOps team, enabling data-driven service managementLed weekly cross-functional stand-ups with Security and Engineering, aligning priorities and eliminating operational gray areasExpanded role into P&L accountability, purchasing, inventory, shipping, and project/program management across multiple teamsIdentified and hired Tier 4 talent (Brett), developed his leadership capabilities, and positioned him for promotion to Supervisor/LeadAdvocated for and implemented overdue performance reviews and compensation adjustments for team members who had gone 2–3 years without recognitionCEO formally communicated expanded authority to Director-level leadership team via company-wide email (Nov 2025), directing all Directors to extend same respect and authority as CEO
Education
ITT Technical Institute
Associate Degree, Computer and Networking Technologies
2000 — 2002
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