Thomas I.

About Thomas I.

Customer Success & Program Operations Leader with a background in SaaS delivery, educational technology, and service design. I build systems that drive retention, scale onboarding, and align customer value with operational excellence. Over the past decade, I’ve worked across education, SaaS, and program operations. In the last four years, I’ve led customer success and implementation strategy in a high-growth EdTech SaaS environment—helping clients scale with confidence and clarity. One of my proudest outcomes: growing a flagship account from a $139K pilot to a $710K annual partnership within three years. Through onboarding redesign, delivery reliability, and cross-functional collaboration, I drove Net Revenue Retention (NRR) of 400%+ while supporting over live sessions across 40+ school sites. I’ve also: • Built predictive models to inform staffing, reduce risk, and support accurate forecasting • Designed team coverage frameworks, increasing consistency by 70% and reduced lift by 30% • Used AI-assisted modeling to proactively flag churn risks and guide customer engagement • Automated scheduling workflows, reducing manual workload by 40% • Partnered with product and engineering to cut onboarding time-to-value by 60% • Managed reporting and compliance for $3MM+ in grant-funded programs My approach is people-centered and data-driven, with a focus on systems that scale, strategies that stick, and teams that thrive. Let’s connect if you’re building a CS or implementation org that needs structure, scale, and strategic execution.

Experience

1. Program & Client Success Manager

   Cignition

   Sep 2021 — Present · US

Skills

• Moodle
• Teaching
• Editing
• Social Media
• Microsoft Excel
• Powerpoint
• Google Classroom
• Customer Service
• Liturgy
• Microsoft Office
• Communication
• Blackboard
• Shakespeare
• Event Planning
• Microsoft Word
• Medieval Studies
• Mac Os
• T4
• Leadership
• Logic Pro
• Higher Education
• Writing
• Public Speaking
• Research