Dylan Bates
Head of Customer Success for HeyPros
- Role
- Head of Customer Success at Heypros
- Location
- Vancouver, WA, US
- LinkedIn followers
- 500 followers
About Dylan Bates
Fierce advocate for users, with a strong Customer First attitude. Customer Success leader…
Experience
Head of Customer Success
Apr 2024 — Present · Vancouver, WA, US
HeyPros helps general contractors and subcontractors run their business—work orders, estimates, projects, and invoices, all in one place. I lead the Customer Success department across onboarding, adoption, support, renewals, and expansion. My primary focus is to make our low-tech, time-strapped users successful with the fewest clicks possible.What I own:End-to-end lifecycle. From onboarding to first dispatch, through invoicing, renewals, and expansions, churn, activation, and feature adoption.Onboarding at scale. Playbooks for categories, users, compliance, “Hire Subs,” pricing models, checklists, calendar, workflows, and projects/estimates.Education & enablement. Built Help Center from ground-up, developed in-app tips, videos/webinars, and email/SMS journeys tailored to busy contractors & subs. Implementation of training of LLM chatbot support tools.Voice of the Customer. Tight loop with Product team on UX simplification, marketplace guardrails, and development of new user roles (e.g, Contractor Crew).Integrations. Customer-ready flows for Zapier + APIs (e.g, Housecall Pro/Jobber data handoff), QA, and change management.Operations. Health scoring, save plays, offboarding/win-back motions, and CS tooling/reporting (tickets, usage, NPS/CSAT).Team leadership. Coaching and training, as well as ongoing product education for team members.Oversee and manage accounts for sensitive commercial clients totaling over $200 million in annual revenue. Member of the HeyPros product development committee overseeing the roadmapping of future product features as well as business strategy.
Education
Oregon State University
Bachelor of Science - BS
2012 — 2016
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