Charles Bulger

About Charles Bulger

Throughout my career, two constants have shaped my path: a love for learning new technology and a passion for helping people achieve more with it. With 13+ years of experience driving customer success, implementation, and adoption across enterprise SaaS and Fortune 500 portfolios, I have seen firsthand how the right solutions can transform both organizations and people’s day-to-day work.At Microsoft, I helped partners accelerate growth by leading certification programs, driving adoption of Azure and Modern Workplace solutions, and enabling award-winning outcomes. In SaaS implementation and customer success leadership, I have guided enterprise clients through complex implementations, uncovered expansion opportunities, and delivered measurable results, whether recovering six-figure revenue, boosting service adoption, or achieving 100 percent retention.What sets me apart in Customer Success is how I balance strategic partnership with hands-on execution. I align C-suite priorities with tailored customer success plans to deliver business outcomes. I collaborate cross-functionally to streamline processes, design training, and resolve risk before it escalates. I also lead clients through change management with empathy, ensuring technology is not just deployed but adopted and valued.I believe software is most powerful when it solves real business problems, enhances user experience, and delivers ROI. Today, I am especially inspired by the potential of AI and data-driven insights to reimagine customer success at scale by empowering proactive engagement, deeper personalization, and stronger long-term partnerships.Looking ahead, I am focused on growing within Customer Success and product-adjacent roles where I can shape the future of client engagement, drive adoption strategies, and create meaningful impact through AI and software innovation.Let’s connect, especially if you are passionate about transforming the customer journey and building lasting partnerships through technology!

Experience

1. Senior Customer Success Manager

   Costar Real Estate Manager

   Sep 2023 — Present

   As a Senior Customer Success Manager, I partnered with Fortune 500 clients to drive customer success through proactive engagement, technology adoption, and process optimization. By aligning product roadmaps with customer goals and leading cross-functional collaboration, I delivered measurable ROI, enhanced retention, and expanded product adoption.Key Achievements:Maintained 100% retention across portfolio, with 90% of accounts achieving \"Green\" health status through proactive engagement strategies.Prevented churn for a leading healthcare organization employees) by resolving a 6-year ongoing issue, reducing non-billable spend, and restoring trust. Secured a 5-year contract renewal and improved stakeholder satisfaction.Increased product adoption across accounts by implementing a Success Planning framework, driving deeper engagement and uncovering growth opportunities.Conducted Executive Business Reviews (EBRs) to align customer goals, present ROI metrics, and remove roadblocks, contributing to 25% SMRR growth.Led a cross-functional strike team to resolve critical customer issues, leveraging Microsoft Loop for task management. Efforts improved communication, streamlined issue resolution, and elevated customer health scores.

Education

• Southwest Dekalb High School

  High School

  2004 — 2008

• Georgia Southern University

  Bachelor's Degree, Information Systems; ERP emphasis

  2008 — 2012

Skills

• Writing
• Uat
• Microsoft Access
• Infrastucture
• Microsoft Word
• Erp
• Java
• Data Analysis
• Customer Service
• Support
• Requirements Gathering
• Inventory Management
• Consulting
• Oracle Utilities
• Leadership
• Database
• Sap Products
• Oracle
• Requirements Analysis
• Infrastructure
• Microsoft Excel
• Project Management
• Public Speaking
• Customer Support
• Xml
• Workday
• Integration
• Software Development
• Databases
• Windows
• Db2
• Sap
• Salesforce.com
• Business Analysis
• Testing
• Sharepoint
• Etl
• Management
• Supply Chain
• Software Documentation