Cody Robben
Director of Customer Success | SaaS & B2B Strategy | Driving Retention, ARR & NRR Growth | Building High-Performing Teams
- Role
- Director of Customer Success at Global Imaging Usa
- Location
- Ardmore, OK, US
- LinkedIn followers
- 500 followers
About Cody Robben
Customer Success leader with 12+ years of experience in SaaS and B2B environments, including 5 years at the Director level. I specialize in building and scaling CS organizations that improve retention, expand ARR, and deliver long-term customer lifetime value.Highlights include:* Built CS function from the ground up, scaling teams and driving double-digit gains in retention and NRR * Reduced churn and improved NPS through proactive engagement, onboarding redesign, and adoption strategies * Directed CRM transformations with Salesforce and HubSpot to streamline forecasting and customer journey mapping * Led cross-functional initiatives with Sales, Product, and Marketing to align customer success with business growth I combine hands-on leadership with data-driven strategy, turning customer insights into programs that strengthen loyalty, expand accounts, and fuel revenue growth.
Experience
Director of Customer Success
Dec 2020 — Present · Dallas-Fort Worth, TX, US
Built and led a team of 6 CSMs supporting ~$5M–$8M in ARR across dental (70%) and hospital (30%) imaging hardware and software solutions.•Implemented lifecycle engagement and retention strategies, reducing churn by 15% and improving ARR retention by 18%.•Redesigned onboarding and enablement programs for complex hardware/software, accelerating time-to-value by 25% and increasing adoption.•Partnered with Product and Sales leadership to optimize customer workflows and feedback loops, influencing roadmap priorities and software adoption.•Directed Salesforce CRM transformation, improving segmentation, forecasting, and executive visibility into customer health by 30%.•Developed internal training and mentorship programs, preparing senior CSMs for leadership progression.
Education
Texas Christian University
Bachelor of Science - BS
Texas Christian University - M.J. Neeley School of Business
Master of Business Administration - MBA
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