Graham Reay

About Graham Reay

I am an experienced Customer Success leader specializing in building high-performing teams,strengthening customer relationships, and designing scalable systems that drive adoption,retention, and long-term value. With experience spanning customer success, accountmanagement, onboarding strategy, and operational process design, I excel at aligning cross-functional teams around a unified customer vision.My career began in customer service and account management, where I developed a deepunderstanding of customer needs, communication dynamics, and the importance of building trustthrough consistent, solution-oriented interactions. Over the next decade, I honed my ability toguide customers through complex decision-making, optimize their experience, and translate theirgoals into actionable strategies that deliver measurable outcomes.In 2021, I joined Vazoola and progressed from Customer Success Manager to Vice President ofCustomer Success. Today I lead a team of seven CSMs, oversee the full customer lifecycle, andpartner closely with Product, Sales, and Development to remove friction from onboarding,accelerate time-to-value, and improve the overall customer journey. I’ve designed QAframeworks, automated workflows, and operational processes that elevate service delivery,reduce manual effort, and enhance platform usability.My approach blends people-first leadership with data-driven decision-making. I\'m skilled atcoaching teams, developing playbooks and enablement resources, and ensuring customersreceive proactive, high-quality guidance at every stage of their journey. I’m also passionateabout surfacing customer insights to inform product direction, strengthen cross-functionalalignment, and help organizations scale with intention.At my core, I’m driven by helping customers achieve meaningful results. I thrive inenvironments where collaboration, continuous improvement, and customer advocacy shape boththe strategy and the culture.Core Competencies: Retention & Revenue Growth | Team Development | Cross-FunctionalCollaboration | Onboarding & Adoption Strategy | Operational Workflow Design | CustomerExperience Optimization | Strategic Planning & Forecasting | Customer Insights & Voice-of-Customer Strategy | Escalation Management | Change Leadership & Continuous Improvement |Platform & Systems Optimization | Quality Assurance | Data-Driven Decision Making | KPITracking & Reporting | Enterprise Client Management | Vendor & Partner Management |Ownership & Accountability | Adaptability

Experience

1. Vice President of Customer Success

   Vazoola

   Apr 2025 — Present

   Reports to the CEO and directs and scales a high-performing Customer Success organization responsible for onboarding, retention, and revenue expansion across a diverse portfolio of digital marketing agencies and brands.Architects customer lifecycle strategies, onboarding workflows, and operational frameworks that accelerate adoption, strengthen retention, and drive sustainable, quarter-over-quarter revenue growth.Directly manages performance of 7 Customer Success Managers, with indirect oversight of additional Jr. CSMs.Partners cross-functionally with Sales, Product, and Development to streamline sales-to-success handoffs, shape feature enhancements, and optimize platform usability based on real customer insights.Leads performance management, coaching, training, and process governance for a distributed team, creating a culture of clarity, accountability, and continuous improvement.Serves as executive escalation point for high-value accounts, resolving complex issues.Translates customer feedback and operational metrics into actionable product, process, and quality improvements that enhance efficiency and customer satisfaction.

Education

• Northwood University

  Bachelor's degree, Advertising/Marketing/Management

  2005 — 2009

Skills

• Sports Nutrition
• Customer Service
• Nutrition
• Social Networking
• Fitness Training
• Advertising
• Personal Training
• Strength Training
• Functional Training
• Wellness
• Personal Style
• Sales
• Marketing
• Fitness
• Weight Training
• Exercise Physiology