Nicole McBride

About Nicole McBride

I specialize in the \"Science of Retention.\" Throughout my career, I have transformed Customer Success departments into high-growth profit centers by bridging the gap between technical support and aggressive commercial strategy.I am a strategic leader recognized for architecting scalable, data-driven frameworks that align customer success with sustainable revenue growth. My approach is centered on institutionalizing a \"Proactive Renewal Engine\" and a rigorous \"Retention Recap\" protocol to identify churn signals early and maximize Net Revenue Retention (NRR).My expertise lies in Operational Scalability and Organizational Design, with a proven track record of:Scaling at Speed: Grew a global Customer Success organization from 20 to 150+ personnel while maintaining a consistent 108% NRR.Driving Revenue: Transformed a CS department into a profit center, increasing CSM-led sales from $4.6M to a projected $70M ARR through innovative pricing and enablement strategies.Building Infrastructure: Architected dedicated support tiers and \"Red Account\" escalation paths to streamline technical resolutions and protect high-value renewals.Portfolio Transformation: Expert at transitioning legacy account structures into high-value recurring revenue models, optimizing Customer Lifetime Value (LTV).I am a firm believer that Customer Success is not a cost center—it is the primary engine for business stability and growth. I thrive in high-pressure, hyper-growth environments where data, process, and people intersect to drive world-class results.

Experience

1. Senior Director of Customer Performance

   Workstreet

   Oct 2025 — Present · Tampa, FL, US

   Revenue Transformation: Orchestrated the transition of legacy accounts to Recurring Revenue models, optimizing Annual Recurring Revenue (ARR) and long-term portfolio stability.NRR Optimization: Engineered a 90-Day Proactive Renewal Framework and \"Retention Recap\" protocol, identifying high-risk signals to execute Churn Mitigation playbooks.Strategic Growth: Segmented customer base into Startup, Growth, and Enterprise tiers to deploy tailored Success Plans, maximizing Customer Lifetime Value (LTV).Commercial Expansion: Leveraged Quarterly Business Reviews (QBRs) to identify product gaps, driving off-cycle upsells and Account Expansion.Organizational Design: Defined KPIs for the Customer Performance Manager (CPM) role, pivoting the department from reactive support to proactive commercial ownership.

Education

• Western New England University

  Bachelor of Science - BS, Marketing Communications

  1998 — 2002

• University of Sydney

  Study Abroad Program, Marketing

  2001 — 2001

Skills

• Saas
• Salesforce.com
• Cloud Computing
• Solution Selling
• Lead Generation
• Channel
• Channel Partners
• Enterprise Software
• Leadership
• Security
• Sales Operations
• Sales
• Sales Process
• Account Management
• Cold Calling
• Selling
• Professional Services
• Software Industry
• New Business Development
• Recruiting
• Strategic Partnerships
• Crm
• Networking
• Managed Services
• Business Development
• Partner Management
• Sales Management
• Sales Presentations
• Direct Sales
• Market Research
• Demand Generation
• Management
• Customer Retention
• Customer Service
• Strategy
• Training
• Team Building
• Business Alliances
• Network Security
• Sales Enablement