Glenn Hummel

About Glenn Hummel

I am a global Customer Success executive with more than 20 years of experience leading enterprise customer portfolios exceeding $400M ARR, serving Fortune 500 customers across critical infrastructure industries including energy, pharma, chemicals, industrial manufacturing, and food & beverage. My teams have consistently delivered 95%+ gross retention, multi-year expansions, and high adoption across complex, mission-critical platforms.I specialize in building and scaling CS organizations—defining segmentation, coverage models, onboarding frameworks, renewal motions, health scoring, playbooks, and executive engagement strategies. Throughout my career, I have led global teams across the US, EMEA, and APAC, partnering closely with Sales, Product, Engineering, and Support to create predictable renewal engines and customer value systems.My recent work includes designing AI-enabled CS models for long-tail coverage, predictive churn detection, automated onboarding flows, and agentic value-realization experiences. AI is not my brand—it is an accelerator I use to build efficient, modern CS organizations.At my core, I am a customer advocate, a builder of high-performing teams, and a leader who ties every motion back to measurable outcomes: retention, expansion, adoption, and customer lifetime value.

Experience

1. Director Customer Success - Enterprise (Global) Accounts

   AVEVA

   Dec 2022 — Present · Philadelphia, PA, US

   Owned a $400M+ ARR enterprise portfolio across APAC, EMEA, and the Americas, delivering 95–97% gross renewal rates, reducing churn by 5%, and driving multi-year expansions across a customer base that included 50+ Fortune 500 companies in energy, pharma, chemicals, and global industrials.Led global teams across Customer Success, Adoption, and Value Engineering, steering strategy and execution for the most complex, high-stakes enterprise environments and acting as executive sponsor across the top tier of strategic accounts.Increased product adoption by 13% by designing and deploying full CS operating models, including segmentation frameworks, success planning, predictive health scoring, risk escalation paths, and executive-ready QBR structures.Built global onboarding and value realization programs that significantly accelerated customer time-to-value and materially increased product stickiness across both cloud and on-premise portfolios.Partnered with Sales and Renewals to achieve highly accurate retention forecasting, mitigate risk proactively, and manage complex escalations with predictable, board-level outcomes.Drove the AVEVA + OSIsoft CS integration as a core member of the Integration Management Office, creating segmentation models, job architectures, and org structures that impacted 100+ employees across two legacy teams.Introduced AI-enabled workflows for adoption monitoring, automated insights, and digital customer engagement, enabling scalable coverage for 100% of long-tail customers and enhancing predictive risk and opportunity detection.

Education

• Colorado Tech University

  Bachelor of Science, Business Administration - International Business

  2009 — 2013