Tyler Johnson

About Tyler Johnson

I’m an accomplished Customer Success executive with a strong record of driving growth and reducing churn across global SaaS, cybersecurity, and travel and tourism organizations. I specialize in building and scaling high-performing teams, developing data-driven strategies, and optimizing operations to deliver tangible ROI for both customers and stakeholders.With deep expertise in retention frameworks, customer engagement strategies, and health scoring models, I’ve consistently led initiatives that improve Net Revenue Retention (NRR) and Customer Satisfaction (CSAT). I’m passionate about coaching talent, creating performance-driven cultures, and surpassing key business metrics.Known for my ability to communicate seamlessly across technical and executive teams, I bring a strategic mindset and industry insight to initiatives that elevate customer experience and long-term loyalty. Key Highlights: Scaled ARR from $24M to $45M by developing data-driven frameworks and predictive analytics that optimized upsell, cross-sell, and retention strategies—supporting the company’s growth from startup to IPO. Boosted Customer Retention Rate from 78% to 94% within 12 months by implementing AI-powered health scoring models and leveraging customer intelligence to proactively address risk and drive engagement. Achieved 96% Gross Revenue Retention (GRR) by designing a structured post-sale customer journey, complete with detailed playbooks for onboarding, adoption risk, and retention—ensuring consistent, high-quality execution across teams. Created dynamic, on-the-job training programs by leading “Director Feedback Calls” to win back closed-lost deals—reducing churn and increasing upsell—while mentoring teams in soft skills and negotiation techniques from Never Split the Difference.I bring a unique blend of sales, customer success leadership, business development, and technical acumen to help organizations navigate challenges and unlock growth opportunities. Expertise: Sales Coaching | Customer Success Leadership | Strategic Account Management | Customer Retention Strategies | Team Development and Coaching | SaaS Customer Lifecycle Management | Cross-Functional Collaboration | Executive Stakeholder Engagement | Customer Experience (CX) Optimization | Recruiting | Leadership Training and Development Technology Stack: Salesforce | ChurnZero | Zendesk | Looker | Microsoft Office Suite | Gainsight | Google Workspace

Experience

1. Director of Customer Experience

   Fullsteam

   Jun 2025 — Present · US

Education

• Miami Dade College

  Bachelor's degree, broadcast communications

Skills

• Marketing
• Visual Merchandising
• Time Management
• Recruiting
• Inventory Management
• Inventory Control
• Hiring
• Retail Sales
• Leadership
• Apparel
• Store Management
• Retail
• Sales Management
• Luxury Goods
• Merchandising
• Social Media Marketing
• Loss Prevention
• Styling
• Trend Analysis
• Profit
• Employee Training
• Microsoft Office
• Sales
• Driving Results
• Social Media
• Store Operations
• Customer Service
• Fashion
• Team Building
• Management
• Merchandise Planning
• Training
• Customer Satisfaction
• New Store Openings
• Window Displays
• Trend