Mark M.
Driving Global Customer Success Through Scalable Strategy, Data Insights & High-Impact Teams | SaaS | CS Ops
- Role
- EVP Customer Experience at Babel Street
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Mark M.
Customer success executive with over 15 years of experience building and scaling global…
Experience
EVP Customer Experience
Jan 2015 — Present · Reston, VA, US
Lead the global Customer Experience function for a SaaS provider specializing in AI-driven threat intelligence and data analytics for government and commercial sectors. Own the end-to-end post-sale customer lifecycle including onboarding, support, training, adoption, and retention. Partner closely with Sales, Product, Development and Growth Operations to drive growth and long-term customer value.Built and scaled a global Customer Experience team from the ground up, supporting enterprise and public sector clients.Developed a proprietary customer health score model to proactively manage adoption, engagement, and churn risk.Launched scalable onboarding and training programs that improved time-to-value and increased product adoption.Implemented a Salesforce-based Service Desk and embedded user community to streamline support and training access.Advocate for a customer-first culture across all departments to align experience with growth goals.
Education
Radford University
Bachlors
1986 — 1990
West Virginia University
Masters
1990 — 1992
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