Ryan Patterson

About Ryan Patterson

I build scalable, revenue-aligned Customer Success organizations.Over 20+ years at IDC, I’ve led post-sale strategy across a global recurring subscription portfolio, transforming a reactive service model into a structured Customer Success engine focused on retention, expansion, and measurable outcomes.I designed IDC’s first formal segmentation and service tier framework—prioritizing Top 100 strategic accounts with senior CSM coverage, scaling mid-tier accounts through structured lifecycle playbooks, and implementing tech-touch + offshore hybrid models for long-tail accounts. This operating model improved renewal rates by 16 points and contributed $30M+ in retention and expansion revenue.I’ve implemented and optimized modern CS technology stacks powered by AI including ChurnZero, Salesforce, Intercom, Get Feedback, and Power BI to enable predictive health scoring, onboarding frameworks, expansion strategy, and scalable engagement. I built predictive dashboards, customer health models, KPI playbooks, and Voice of Customer programs adopted enterprise-wide.I scaled the CS organization from 40 to 80+ team members and launched a digital/AI-supported services team maintaining 4.7/5 CSAT. I also co-founded two new product lines—Private Vendor Watch Service and IDC Accelerator Program—collectively generating millions in revenue and expanding addressable markets.I specialize in turning fragmented customer operations into unified, data-driven engines of retention and growth. I thrive in environments undergoing change, scale, or transformation—whether building CS from the ground up, modernizing legacy operations, or guiding companies toward a true customer-centric culture.What drives me is simple: empowering customers to achieve measurable outcomes—and building teams that deliver them consistently.If you want to talk Customer Success, retention strategy, scalable operating models, or AI-enabled engagement, I’m always open to connect.

Experience

1. Group Vice President Global Customer Experience and Customer Success

   国际数据公司

   Jul 2021 — Present · Needham, MA, US

Education

• Northeastern University

  BA, Computer Engineering

  1997 — 2002

Skills

• Direct Sales
• Strategy
• Consulting
• Healthcare Information Technology
• Market Analysis
• Sales Support
• Renewals
• Product Management
• Online Research
• Strategic Planning
• Customer Relationship Management (Crm)
• Management
• Customer Experience Transformation
• Crm
• Business Development
• Analysis
• Vendor Management
• Competitive Analysis
• Start-Ups
• Go-to-Market Strategy
• Project Management
• Analytics
• Business Strategy
• Strategic Leadership
• New Business Development
• Sales Operations
• Account Management
• Customer Service