Ted H.
CS Systems Builder | Post-Sales Revenue Governance | CSOps · Retention Architecture | $35M Portfolio | SaaS
- Role
- Head of Client Success Nam Print at Best Version Media
- Location
- Tulsa, OK, US
- LinkedIn followers
- 500 followers
About Ted H.
Most CS organizations are structured to respond. Escalations queue up, renewal saves happen at the last minute, and churn hits the books before leadership had real visibility into why. The operating model produces effort, not outcomes.That structural problem is what I fix. Across 12 years in SaaS, subscription, and digital environments, I have built and run the systems that eliminate that volatility. Health scoring tied to real risk signals. Lifecycle governance with clear decision rights. Renewal execution that starts months ahead of contract cycles rather than weeks before expiration. The result at Best Version Media: 95% gross retention across a $35M national portfolio, an 18.9% reduction in year-over-year revenue decline, and forecast reliability that gave executive leadership actual decision confidence. The same model produced 95% retention and 25% expansion growth at Universal Soul Service Corp across $25M ARR, and a 18% adoption increase at CHILI Publish through usage-based risk detection that moved renewal conversations upstream before urgency set in. I also documented the operating system publicly. The CS Blueprint on GitHub is a working artifact of how I build these systems, not a template, not a thought leadership post. Proof of work.github.com/ted-herrera/cs_blueprint
Experience
Head of Client Success Nam Print
Nov 2024 — Present
Executive owner of a $35M national portfolio. Built the CSOps infrastructure from the ground up: health scoring, renewal readiness, escalation governance, and forecast cadence, replacing reactive save behavior with a system that surfaces risk months ahead of contract cycles.• Institutionalized 95% gross retention across a $35M book of business• Reduced year-over-year revenue decline 18.9% through escalation governance and portfolio-level intervention• Built health scoring and lifecycle prioritization frameworks that moved renewal risk identification months ahead of contract expiration• Positioned Client Success as a strategic revenue partner by aligning lifecycle management with upsell strategy, renewal planning, and digital product collaboration
Education
The University of Texas at Austin
Bachelor of Business Administration - BBA
2000
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