Craig Mills
Customer Success Manager @College Possible
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WORK HISTORY
Customer Success Manager @College Possible
US
Cultivate strong client relationships to unlock the full potential of CoPilot, our premier app on the Salesforce AppExchange. Propel client success, retention, and satisfaction with expert customization, targeted training, and strategic support using tailored Salesforce solutions.Serve as the primary strategic partner for 13+ nonprofit accounts, supporting 200+ users in a high-volume Salesforce environment.Maintain a 90%+ customer retention rate by building trusted, value-focused relationships and transparent communication.Lead end-to-end implementations and optimizations.Author customer-facing release notes for CoPilot AppExchange updates, translating technical features into step-by-step adoption guidance.Resolve 50% of complex platform issues within one business day.
EDUCATION
SUNY Brockport
Bachelor of Science - BS, Mathematics
SUNY Brockport
Master of Science - MS, Mathematics Education
ABOUT CRAIG MILLS
I am a Salesforce Engineer and Customer Success leader who believes technology creates the most value when it truly supports and empowers the people using it. With 6x Salesforce certifications and over two decades of experience in high-stakes communication, I specialize in bridging the gap between technical complexity and meaningful human connection.Throughout my career, I’ve navigated the intersection of data and relationship-building. Whether I am leading end-to-end implementations of AppExchange solutions like CoPilot, managing 13+ strategic accounts, or building custom Flows to automate growth, my goal is always the same: providing white-glove service that drives 90%+ customer retention.What I bring to your team:• Technical Mastery: 6x Salesforce certifications (Admin, App Builder, Business Analyst, Marketing Cloud, Agentforce, Associate AI)• Proven Retention: A track record of 90-100% customer retention through proactive health assessments and tailored enablement• Implementation Excellence: Experience in Sales, Service, Marketing, and Experience Clouds, with a focus on NPSP and nonprofit solutions• A Teacher’s Heart: 20 years of experience simplifying complex ideas, guiding change management, and making technology approachableI am motivated by helping mission-driven organizations work smarter. If you are looking for a dedicated partner to scale your business through connection and strategic support, let’s connect.Outside of work, you’ll likely find me exercising, exploring new hiking trails, or traveling—always while supporting the Miami Dolphins!
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