Jordan Bass

About Jordan Bass

Over 13 years at Impact, I’ve transformed how Sales, Marketing, and Customer Success operate. I\'ve enjoyed leading the shift from disconnected functions to a unified Revenue Operations model. I built Sales and Customer Success Ops from zero and continue to drive post-sale growth across a complex managed services portfolio.I lead strategic execution across 100+ Customer Success Managers, TAMs, and vCIOs owning the models, frameworks, and insights that aim to keep churn low, expansion high, and teams aligned. Work that’s delivered 100%+ Net Revenue Retention in its debut half-year.I don’t just optimize processes, I define the blueprint. If you’re trying to redefine how Customer Success drives revenue, overhauling retention, or building a high-accountability post-sale engine, let’s connect.

Experience

1. Revenue Operations Strategy Manager, Customer Success

   Impact Networking, LLC

   Dec 2024 — Present · Indianapolis, IN, US

   Lead strategic planning with VP of Revenue to reclassify CSM operating model from reactive to strategic, tied to expansion readiness and customer outcomes- Built scalable CS framework for 18 CSMs and Director of Customer Success, 60+ post-sales managed services team members: defining KPIs, metrics, programs, and compensation strategy to align post-sale execution with expansion and retention goals- Partner with Finance leaders to integrate lost renewal data into compensation planning, ensuring retention KPIs reflect true retained revenue impact, not just contract volume- Build NRR, GRR & Gross Revenue Churn reporting model tied to MRR billing logic and renewal timing, enabling clear attribution of expansion, contraction, and churn events across contract lifecycle- Design and enforced CS motion standardization across Managed Services portfolio to reduce account hand-off friction by 60%- Map Customer Journey from Partnership Readiness to Renewal; identified 6 critical failure points and implemented early-warning signals- Manage multi-departmental roll-out of cross-sell and expansion play framework tied to 6sense buying intent, service line coverage, and deal velocity- Monitor Voice of Customer (VoC) and sentiment by tracking NPS feedback and customer health signals to inform, create & unlock insights on retention and engagement strategies.

Education

• Purdue University

  Bachelor of Science, Selling and Sales Management, Organizational Leadership

  2008 — 2012