Doug Norton

WORK HISTORY

EDUCATION

SKILLS

ABOUT DOUG NORTON

Initiative, impact and integrity. These are the core values to how I lead teams, engage customers, and deliver exceptional results.While working with a major technology company early in my career, I kept meeting customers who \"didn\'t see the value\" when it came time to renew. So what did I do? Regular customer check-ups to show progress against customers\' expected outcomes. The result? 2.1x greater contract expansion and renewal rates.Next up, a customer needed to prove the value with their Procurement team. Now what? Quantify usage in dollar terms, and show hard-dollar-savings achieved. The result? 3.7x greater contract expansion and renewal rates.But we still saw some customers underachieving savings targets. What then? I built a multiple-regression model to identify the top drivers for customer success. The result? Over the next year, churn rates dropped by a third, and contract expansion and renewal rates grew to 6.1x.And with that, my career in Customer Success was born.Done right, Customer Success creates a strategic partnership, delivering real value for customers, and generating long-term sustainable growth.I help companies break the $1b+ barrier. As a consultant, I built growth strategies for Fortune 500 and startups alike. At Dell, I created a post-sales Customer Success motion that grew datacenter software from $1.7b. And at BILL, I\'ve gone from leading a $30M ARR segment to a $600M+ ARR business division that crushes targets.Investing in post-sales and customer success? Let\'s connect.Interested in hitting a trail or the open road? I\'m a cyclist, runner, off roader and motorcycle rider always looking for the next adventure. Let\'s go!