Mathew Wisniewski
Director, Customer Success
- Role
- Director, Customer Success at 国际数据公司
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Mathew Wisniewski
Data-driven, people-focused, and always rooting for the customer.
Experience
Director, Customer Success
Feb 2022 — Present · Needham, MA, US
Lead and mentor a high-performing team of 12 CSMs, including 1 Manager, overseeing $30M in ARR and driving post-sale customer lifecycle management, including onboarding, support, and retention.Championed initiatives to improve CSAT and NPS by enhancing customer onboarding, standardizing success planning, and aligning CSM activities to customer business outcomes.Partner cross-functionally with Sales, Product, and Marketing teams to deliver seamless handoffs, influence roadmap decisions, and enhance product-market fit based on voice-of-customer insights.Led the deployment and optimization of ChurnZero to scale Customer Success operations, streamline customer communications, and automate lifecycle touchpoints across the CSM team.Scaled CSM capacity by integrating ChurnZero for automation and leveraging an existing offshore call support team, enabling the team to manage a greater number of customer logos and increase total ARR under management by 25%.
Education
American International College
Bachelor's Degree, International Business/Political Science
2005 — 2009
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