Travis M. Chance

About Travis M. Chance

Accomplished customer success leader with nearly 3 decades of experience driving transformation, optimizing customer journeys & scaling operations across SaaS, startup and large-scale organizations. Adept at change management, risk mitigation, strategic planning and governance, with a proven track record in business development, network expansion & program execution. Skilled in aligning customer success strategies with business objectives, enhancing partner and channel relationships, and leading cross-functional teams to drive expected business outcomes. Experienced in both mid-to-late stage startups and enterprise environments, delivering impactful solutions in sales, marketing, distribution, aftersales, captive lending and field strategy.

Experience

1. Director, Customer Success

   CDK Global

   Oct 2022 — Present · Los Angeles, CA, US

   Leads Customer Success operations across the Western U.S, Pacific Islands, Canada and Scaled Success programs in India, supporting over $223M in Annual Recurring Revenue (ARR). Sets strategic priorities, builds high-performing teams and drives continuous improvement through mentorship programs that align personal values with organizational goals. Key stakeholder and contributor in the design, training and deployment of CDKs GTM engagement model. Defined and optimized post-sale customer journeys and created standardized Success Plans in support of this model. Accountable for KPIs including retention, expense control and NPS. Oversees team strategies that balance personalized customer engagements with scalable programs supporting CDK\'s diverse portfolio. Conceptualized, hired and launched CDK\'s Scaled Customer Success team; an extension of the existing Success organization with a focus on 1:many digital engagements. Collaborated to define the teams framework, objectives and successfully integrated it within the broader organization. Aligns with Sales to optimize renewal and upsell strategies. Led several critical restoration efforts following June 2024\'s cyber incident, coordinating cross-functional teams to recover systems & restore business operations for customers. Active member of the DEI Council driving initiatives to enhance organizational culture. Moderated an organizational Management Empowerment Series (MEP), fostering discussions on diversity and inclusion in the workplace.

Education

• University of North Carolina at Greensboro

  Bachelor of Science (BS), Finance and Financial Management Services

  1995 — 1999

Skills

• Risk Management
• Business Process Improvement
• Forecasting
• Project Management
• Profit
• Budgets
• Commercial Lending
• Sales
• Competitive Analysis
• Commercial Finance
• Automotive
• Strategic Partnerships
• Insurance
• Automobile
• Pricing
• Management
• Corporate Finance
• Corporate Planning
• Finance
• Business Planning
• Financial Risk
• Process Improvement
• Customer Satisfaction
• Business Strategy
• Dealer Management
• Strategic Thinking
• Financial Modeling
• Strategic Planning
• Financial Analysis
• Budgeting
• Business Development