Nick Pietrow
SaaS Customer Success Director | Driving Forecastable ROI | Streamlining Customer Journeys
- Role
- Director of Customer Success at Candor Technology
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Nick Pietrow
As a Director of Customer Success at Candor Technology, I specialize in delivering…
Experience
Director of Customer Success
Dec 2020 — Present · US
Spearhead the customer journey of a fintech SaaS solution for 40+ clients with $125K ARR. Manage daily CSM activities comprising support, demos, training, check-ins, QBRs, and product roadmap prioritization- Developed our customer journey framework focused on a seamless onboarding, effective customer education, and executive level relationship building, leading to an 8x increase in revenue from $600K to $5M, adoption levels above 85% and customer satisfaction scores above 95%- Created customer playbooks reliably resulting in clients achieving measurable outcomes including a 33% cycle time reduction, 200%+ increased underwriter productivity, and 18%+ increased pull through- Procured a dynamic customer health matrix based on 8 success factors that identified growth and retention opportunities, and helped our executive team secure a Series B capital raise− Restructured the customer success team’s client escalation triage process by instituting a consistent procedure yielding a 75% reduction in Jira ticket creation and successful maintenance of a 2-hour SLA− Gathered customer product feedback and collaborated cross-functionally to develop 2 new product offerings leading to a 35% increase in revenue via cross-sell and upsell opportunities
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