Jordan Bass
Revenue Operations Strategy Manager, Customer Success @Impact Networking, LLC
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WORK HISTORY
Revenue Operations Strategy Manager, Customer Success @Impact Networking, LLC
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
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.
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