Patrick Stephens

About Patrick Stephens

Results-driven Customer Success leader with 15+ years of experience building and scaling high-performing CS teams that deliver measurable business impact. Passionate about partnering with customers to unlock value, drive product adoption, and achieve strategic outcomes that fuel long-term loyalty and revenue growth.Skilled in designing customer-centric programs that align CS with broader business objectives—from onboarding and lifecycle management to risk mitigation and expansion. Proven track record of increasing NRR, reducing churn, and turning customer success into a revenue-generating engine.A people-first leader who believes in coaching, mentoring, and empowering diverse teams to do their best work. I foster a culture of accountability, innovation, and continuous improvement—where the success of our customers and our people go hand in hand.Key Responsibilities:1. Customer Success Strategy: Develop and implement a comprehensive customer success strategy that aligns with business objectives. Ensure the strategy emphasizes customer retention, product adoption, and maximizing the lifetime value of each customer.2. Leadership & Team Development: Lead, mentor, and develop the customer success team, ensuring that they have the skills and tools necessary to meet and exceed customer expectations. Create a culture of proactive service and continuous improvement.3. Customer Relationship Management: Build strong, trust-based relationships with key customers, acting as a senior point of contact for critical accounts. Work closely with customers to understand their goals and ensure they achieve desired outcomes.4. Cross-Functional Collaboration: Collaborate with sales, product, marketing, and support teams to ensure a seamless and integrated experience for customers. Provide insights on customer feedback and product usage to inform decision-making.5. Customer Retention & Satisfaction: Drive programs and initiatives that enhance customer satisfaction, reduce churn, and improve net promoter scores (NPS). Identify and resolve any issues affecting customer success in a timely and effective manner.6. Performance Metrics & Reporting: Establish and monitor key performance indicators (KPIs) for the customer success function, such as customer satisfaction, retention rates, and product engagement. Use data to track progress and adjust strategies as necessary.

Experience

1. Regional Vice President Midwest & West Regions, Finance & Spend Management Customer Success

   SAP

   Apr 2025 — Present

Education

• Cleveland State University

  BBA, Finance

  2003 — 2005

Skills

• Business Process Improvement
• E-Procurement
• Leadership
• Procure to Pay Process Design
• Business Process
• Enterprise Software
• Maximo Procurement
• Account Management
• Change Management
• Supply Chain
• Program Management
• Supply Chain Management
• Strategic Sourcing
• Accounts Payable
• Business Transformation
• Cloud Computing
• Saas
• Management
• Software as a Service (Saas)
• Business Development
• Esourcing
• Business Strategy
• Sales
• Einvoicing
• Management Consulting
• Strategy
• E-Commerce