Jeffy Nelson

About Jeffy Nelson

Seasoned Customer Success leader with deep expertise in the SaaS and eCommerce industry, overseeing large-scale operations across proactive and reactive segments. Successfully led a team of 45+ across triaging, CSAs, and CSMs, managing an ARR of $260M and servicing customers. Demonstrated excellence in reducing case backlogs, improving GRR to 92%, and increasing NRR by $6M through strategic customer engagement and collaboration with Account Managers.• Proficient in Customer Success platforms like Gainsight, and CRMs including Salesforce, HubSpot, Pardot, with hands-on experience in data mapping, lead/opportunity analysis, and automated product-case mapping. Integrated CSAT into Salesforce, enabling real-time feedback loops and action plans based on customer experience insights.• Led process improvement initiatives including triaging automation, SOPs, call quality feedback (via Gong), Power BI dashboards, and SPIFF incentive models to drive retention and expansion. Skilled in team building, having scaled the CS function from 14 to 55 members, with a focus on training, onboarding, hiring, goal setting, and standardizing performance metrics.• Proven ability to unblock operational challenges, work cross-functionally, and elevate CSAT, retention, and renewals through a blend of strategic vision and tactical execution.

Experience

1. Manager, Customer Success

   insightsoftware

   Apr 2024 — Present

   Seasoned Customer Success leader with deep expertise in the SaaS and eCommerce industry, overseeing large-scale operations across proactive and reactive segments. Successfully led a team of 45+ across triaging, CSAs, and CSMs, managing an ARR of $60M and servicing 1200+ customers. Demonstrated excellence in reducing case backlogs, improving GRR to 92%, and increasing NRR by $16M through strategic customer engagement and collaboration with Account Managers.• Proficient in Customer Success platforms like Gainsight, and CRMs including Salesforce, HubSpot, Pardot, with hands-on experience in data mapping, lead/opportunity analysis, and automated product-case mapping. Integrated CSAT into Salesforce, enabling real-time feedback loops and action plans based on customer experience insights.• Led process improvement initiatives including triaging automation, SOPs, call quality feedback (via Gong), Power BI dashboards, and SPIFF incentive models to drive retention and expansion. Skilled in team building, having scaled the CS function from 14 to 55 members, with a focus on training, onboarding, hiring, goal setting, and standardizing performance metrics.• Proven ability to unblock operational challenges, work cross-functionally, and elevate CSAT, retention, and renewals through a blend of strategic vision and tactical execution.

Education

• Karunya Institute of Technology and Sciences

  Bachelor's degree, Information Technology

  2006 — 2010