Mike Wood

About Mike Wood

I’m a customer success leader with 15+ years of experience helping SaaS and cybersecurity…

Experience

1. Customer Success Manager

   Critical Start

   Apr 2021 — Present · Plano, TX, US

   Critical Start is a leading provider of managed detection and response (MDR) cybersecurity services for enterprise clients.I lead a $7–8M ARR book of enterprise clients, working closely with CISOs and security teams to ensure they get maximum value from our MDR platform and SOC. My focus is on long-term strategic engagement: building trust, reducing churn, and creating roadmaps that drive adoption and expansion.I serve as the bridge between customer needs and internal teams—collaborating with product, engineering, and channels to enhance the client experience. Through QBRs, monthly operational reviews, and executive check-ins, I keep customers aligned and confident in our value.Highlights:Achieved 94% retention and drove $1M in upsells in 2022.Developed scalable client success processes that improved team efficiency and CSAT.Acted as voice-of-customer in cross-functional product and platform initiatives.

Education

• Texas A&M University-Corpus Christi

  Bachelor of Science (BS)

Skills

• Mobile Technology
• Enterprise Software
• Sales Management
• Unified Communications
• Software as a Service (Saas)
• Business Development
• Solution Selling
• Saas
• Customer Relationship Management (Crm)
• Partner Management
• Crm
• Channel Partners
• Management
• Competitive Analysis
• Cross-Functional Team Leadership
• Selling
• Sales
• Key Account Management
• Strategic Partnerships
• Resellers
• Go-to-Market Strategy
• Sales Process
• Product Marketing
• Salesforce.com
• Sales Presentations
• Virtualization
• Managed Services
• Pre-Sales
• B2b
• Strategy
• Sales Operations
• Customer Retention
• Professional Services
• Demand Generation
• Account Management
• Cloud Computing
• Business Alliances
• Channel
• Direct Sales
• Software Industry