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Career Highlights
- Revenue driven Customer Success Leader with a history of managing teams that exceed NRR goals.
- Successfully launched customer success software across 4 B2B SaaS startups
- Developed customer health models, revenue tracking dashboards, commission plans, engagement models and customer lifecycle journeys across 6 B2B SaaS startups
- Lead teams upwards of 30 people globally across North America, EMEA, Australia and India.
- Hired, recruited, trained and developed over 100 Customer Success Professionals: CSMs, Onboarding Specialists, Solutions Engineers, Account Managers, Project managers, Support Agents, and front-line managers in Customer Success, Onboarding, Support and Solutions Engineering
- Proven track record of navigating the dynamics of Pre-Seed, Seed and Series A-D startups, adeptly scaling Customer Success organizations in tandem with revenue growth, at companies growing from <$10MM to $100MM Annual Recurring Revenue.
Roles/Companies
Labra
SaaS, Pre-Seed Stage Cloud GTM Management Platform
2024 – 2025
Director of Customer Success and Support
- Mapped out the entire customer journey from lead to renewal, created over 100 account plans for all customers as well as individual comp plans and engagement models for CS, Onboarding and Support.
- Increased gross renewal rates by 20% (from mid 60s to mid 80s), and net dollar retention by over 25%.
- Lead a global team of six, managing 24/7 support.
- Decreased time to value in onboarding from 4 months to 6 weeks by streamlining process and creating consistency.
- Developed renewal and expansion pipeline with revenue pipeline of over $500k (tier upgrades, price upgrades, cross-sells).
- Developed a systematic approach to the customer retention lifecycle by establishing standardized customer checkpoints and milestones.
- Rolled out Hubspot, Fathom, Loom manage all customer interactions, reporting and revenue management.
- Due to low customer volume, the CS team was sunset, and changed to Customer Support only and I exited the organization.
Teamwork.com
SaaS Project Management Platform
2022 – 2024
Global Team Lead, Strategic Customer Success
- Increased net dollar retention nearly 10% between Q3 ‘22 – Q4 ‘23.
- Lead the team responsible for Teamwork’s Strategic/Enterprise Accounts ~500 customers, $18MM in Annual Recurring Revenue. Managing 11 CSMs globally.
- Managed the entire customer base across 3 revenue tiers (Strategic/Enterprise, SMB, Scale accounts, $45 MM in total ARR).
- SMB and Tech-Touch customers managed digitally with Totango, Hubspot, and Jasper.ai
- Spearheaded discount recovery efforts and customer price increases during renewals with an average MRR discount recovery of 30%.
- Expanded daily, weekly monthly KPIs across CSMs 5x: (total account touchpoints, phone calls, emails sent, tasks) by instituting a value-based engagement model. Increased customer Adoption Healthscores by 25% in the last 9 months.
- Rolled out Totango, Gong.io, Jasper.ai and supported the Hubspot rollout to manage all customer interactions, reporting and revenue management.
- Recruited, coached, mentored and trained all current CSMs globally. (11 CSMs: US, EMEA, AUS).
Huntress
SaaS Cybersecurity Software
2021 – 2022
Vice President, Partner and Customer Success
- Increased product adoption of new MDR analytics tool by over 30% in the first 3 months of the product feature rollout. Aimed team focus around product adoption and value-delivery.
- Managed the newly created success org responsible for over 2,000 MSPs/Channel Partners and Customers (over $20MM in annual recurring revenue)
- Began the process of rebuilding the entire partner and customer journey from initial close to renewal.
- Re-organized partner accounts, dashboards, analytics, and outreach programs.
- Rolled out upsell/cross-sell initiatives to expand company revenue.
- Built new commission plans, individual Success Manager targets and constructed daily/weekly/monthly KPIs
- Resigned position after five months to care for my ailing parents.
Aircall
SaaS Call Center Solution (VOIP)
2019 – 2021
Director of Customer Success, Strategic Accounts
- Lead two teams of Strategic Customer Success Managers and Onboarding Specialists responsible for all Strategic North American Customers (team of 16 FTEs, 12 CSMs, 4 Onboarding Specialists) while managing an average net retention rate of 110%.
- In a little under 3 years, increased net retention rate from 90% to an average of 110%.
- North America Customer Success team was accountable for 3,500 customers and over $21MM in annual recurring revenue (200 Strategic Customers, 3,200 SMB/Scale Customers). Instituted client retention programs, expansion programs as well as upsell/cross-sell initiatives to expand company revenue.
- Rolled out Totango, Salesloft and Salesforce to manage all customer interactions, reporting and revenue management.Rebuilt the entire customer journey from onboarding to renewal in the US.
- Recruited, coached, mentored and trained all US-based CSMs and Onboarding Specialists (10 CSMs, 6 Onboarding Specialists).
2019 – 2021
Director of Strategic Customer Success, Global Head of Customer Care & Solutions Engineering
- In addition to rebuilding the customer teams in the US (Strategic, SMB/Scale) I managed Global Customer Support and Onboarding. I managed over 30 people between NYC and Paris.
- Spearheaded the development of 24/7 global support at Aircall
- Developed the Porting and Number Purchasing team to help aid in the customer onboarding experience.
- Renegotiated Zendesk contract and worked with the team to streamline support processes from ticket creation, to chatbot automations and development of the customer knowledge base.
- Helped to increase SLA attainment/consistency, decrease time to resolution and increase first-response time.
- Handed off responsibilities when Global Head of Customer Care was hired in Q2 2020.
Trustpilot
SaaS Online Reviews Platform
2016 – 2019
Director of Customer Success, North America
- Lead four teams of Customer Success Managers responsible for North American Customers (team of over 20 FTEs).
- Team accountable for over $17MM in annual recurring revenue.
- Managed an average total retention rate of 90%.
- Increased overall customer healthscores by driving product usage.
- Developed a proactive and value-based customer success engagement model.
- Reduced time-to-value from 60+ days to ~10 days via new onboarding processes.
- Instituted client retention programs, winback programs and upsell initiatives to expand company revenue.
- Developed a systematic approach to the customer retention lifecycle by establishing standardized customer checkpoints and milestones.
- Used Salesforce and Totango to manage all customer interactions, reporting and revenue management.Regularly negotiated contracts and pricing, while consistently stressing platform value to all customers.
- Recruited, coached, mentored and trained all US-based CSMs (2 teams in NYC, 2 teams in Denver).
Wyng
SaaS Social Media Marketing Platform specializing in Campaign Management and Visual UGC
2013 – 2016
Sr. Director Customer Success Enablement
- Responsible for a team of twelve including Professional and Managed Services, Technical Account Management and Solutions Engineering (supporting Sales and Customer Success)
- Lead team accountable for the development of fully automated client onboarding workflow ensuring successful completion and integration with all Wyng systems within 30 days of signature.
- Supported Customer Success organization in renewal/upsell opportunities, and served as product/social marketing expert during renewal conversations.
- Increased Q1 2016 upsell services revenue 76% Y/Y by streamlining and automating project management/development processes without increasing headcount.
- Expanded Solutions Engineering value delivery by further integrating process flows with Salesforce automation tools.
- Advised on product roadmap priorities and development based upon client feedback and campaign analytics. Work hand-in-hand with the product team to ensure Professional Services offerings and applications are integrated within the Wyng platform.
Director of Professional Services
- Worked closely with Sales, Client Services, Product, and Engineering teams to fully scope and execute customized campaigns for client brands and agencies, including: Unilever, Tylenol, Advil, Chanel, Canada Goose, L’Oreal, Green Bay Packers, Weber Shandwick, RGA.
- Overhauled internal project management processes using a combination of PM software and custom solutions. Engineered a system of automated resource allocation, time tracking and revenue recognition.
- Worked with Front-End Developers to productize custom solutions for our offerings at scale. Developed Wyng’s most widely used custom product templates including: Meme Generator, Brackets Application, Product Page Carousels and an application to monetize Instagram posts.
- Generated over $1.2MM in 2015 services revenue.
- Managed a team of three Front-End Developers and two Technical Project Managers as well as two remote development/design teams (India and the U.K.)
Robert Statsky 