John Merson
Customer Success Manager, Digital Strategy @Assent
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WORK HISTORY
Customer Success Manager, Digital Strategy @Assent
Ottawa, ON, CA
ABOUT JOHN MERSON
Customer Success and Operations Leader with 10+ years of experience driving retention, adoption, and growth in B2B SaaS. Known for building and scaling Success teams, designing efficient workflows, and managing strategic accounts across procurement, compliance, and marketing tech. Skilled in onboarding, technical issue resolution, cross-functional collaboration, and data-driven process optimization. Passionate about building customer-first cultures that align with long-term business goals. Skills • Leadership & Team Development • Customer Onboarding & Enablement • Problem Solving and Escalations • Process Automation & Optimization • CRM & CS Platforms (Salesforce, Vitally, ChurnZero) • Cross-functional Collaboration (Sales, Product, Engineering, Marketing) • Retention and Revenue Expansion • Data Analysis & Usage Insights
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