Michael Fromin

About Michael Fromin

I am a vision-driven VP of Customer Success with 15+ years of experience building long-term strategic relationships with customers and designing/implementing best practices for delivering predictable customer success outcomes for global companies of all sizes. I have demonstrated my ability to successfully lead and manage global, distributed teams across cultures, lines of business, and geographies.AREAS OF STRENGTH & EFFECTIVENESS Customer Success Leadership for $MM Global Technology Companies & Fortune 500 Clients• Overview: Technical and customer-focused executive with 15+ years of experience setting the overall vision and strategic plan for account management; drives product adoption, leads positive customer experience, and advances growth through gross renewals and net retention improvements for startups, Fortune 500, and $MM midsize companies.• Path: Software development -> IT Leadership -> IT Consulting -> Practice Director (100+ clients)-> VP of Customer Success. • High Technology & Business Acumen: Communicates to both technology and leadership stakeholders, solutions that meet business goals.• Results Driven: Grew ARR by 2.5X in 3 years from $3.3M (2019) to $8M (end of 2021). • Customer Success: Formulated company-wide customer success motion integrating processes, content, and data to/from stakeholder organizations, including marketing, sales, and product/engineering. High-Impact Teams and Leadership• Leadership: Led up to 9 people located in North America, Europe, Australia, and Russia by setting expectations to advance business growth and establish inclusive and diverse company culture (Tiny); led up to 6 onsite teams of 8+(Ascendant).• New High-Impact Teams: Developed 4 new teams in various roles (customer success, account management, consulting services) to onboard, develop SOPs, and train all members.• Leadership Style: Sets a high bar/vision, outlines criteria for success, empowers teams to execute, and removes barriers. Led top-rated Tiny team in 2021, 2022 and 2024 based on employee satisfaction survey (NPS 9.0); 100% retention rate for 4+ years. Operations for Continuous Improvement• Process Improvement: Spearheaded team by clearly outlining goals to surpass key KPIs around response times, customer satisfaction, and ticket volume; 100% success rate in meeting KPIs.• Conflict Resolution: Managed all 3 teams to streamline operations and boost teamwork by demonstrating conflict resolution and technical problem-solving skills.

Experience

1. VP of Customer Success

   Tinymce

   Jun 2018 — Present

   Tiny is the creator of TinyMCE – the world’s #1 open-source rich text editing WYSIWYG tool that powers 100M+ products and is used by 1.5M developers globally.• Overview: Administered daily operations for Account Management, Technical Support, and Customer Success staff across 2 software product lines while formulating sound policies and setting strategic direction.• Technical Direction: Headed technical aspects of POC-related work to help prospects see the value of Tiny’s solutions for potential partnerships and strategic OEM accounts.• Global Team Leadership: Leads global team of 9 account managers and technical support engineers that manages $MM ARR in software renewals across two product lines while ensuring achievement of global sales revenue targets. • Pre-Sales Lifecycle Management: Oversaw all pre-sales technical activities, including prospecting and qualifying leads, conducting product and market research, identifying solutions to customer pain points, and performing prospect analysis.• Point of Contact: Functioned as primary liaison to open source/open core community by networking with community through online mediums and trade shows.• Efficient Support: Provided quick and effective assistance to build trust amongst consumers and positive brand reputation by offering technical leadership to support staff.• Core Process Establishment: Established core account management processes to deliver value to global customer base.• KPI’s Creation: Formulated key KPIs for support performance to communicate business objectives across organization while keeping goals at forefront of decision making.• Positive Customer Satisfaction Ratings: Maintained remarkable customer satisfaction ratings for technical support such as 2021: 97.2%, 2020: 98.8%, 2019: 95.1%, and 2018: 95.6% that were key drivers for increasing ARR. • NRR/ARR: Attained Net Retention Rates for ARR, including 2021: 116%, 2020: 103%, 2019: 121%, and 2018: 120%.

Education

• Miami University

  Bachelor of Science - BS, Applied Sciences Major in Systems Analysis & Design