I'm Mark. I have fourteen years of SaaS account management across new sales, recurring revenue & customer success teams. I lead my peers, my team members, my customers & my cross-functional partners through change management, adoption & enablement to get as much value as possible out of their technology investments. I also go running often, love talking about movies and play music very loudly. I'm half from the US and half from the UK.
Professional Experience
Principal Pilot Consultant & Temp Manager
New York, NY | 2022 - Present
Temp management & individual contributing for a team of 7 direct reports. Responsible for hiring, team retention, delivery of all key customer pilot projects. Implemented reporting structure and act as key liaison with internal operations. Built new hire onboarding, all methodologies & renewal cadence and materials. Responsible for designing pre-sales and technical sales motion for all enterprise, key accounts and majors customers. Manage cross-functional partnerships with new business & customer organizations on behalf of my team. Lead a team of 15 in Diversity, Inclusion & Belonging through our organization’s Allyship Academy.
I partner with LinkedIn Sales Solutions' Enterprise Account Executives & relationship managers to lead program onboarding, engagement, change management and Deep Sales for our Enterprise customers starting their journeys with sales navigator.
I've created and implemented the strategies & best practices that our organization uses for our most exciting & VALUABLE new customer partnerships. Our team is here to make sure we're faultlessly aligned with our customers and delivering on what value and success mean for them.
Senior Pilot Consultant
New York, NY | 2020 - 2022
Enterprise Customer Success Manger
New York, NY | 2018 - 2020
I worked with a book of 25-50 Enterprise (>$100K ARR) totaling $12MM in annual recurring revenue. I led North America in Engaged Sellers, churn reduction and deployment. I was tasked with recruitment for new team members and building programs around low-lift, constant talent search. Promoted at every review cycle.
This was a terrific time in my career - I learned how to find voice and depth in a much larger organization. The value my team brought was regularly recognized globally and I spearheaded the work as an individual contributor in our Pilot space that paved the way for an entire global team to be formed around my example. I went on to be the first hire on that team and to help recruit another 20 people across North America & Europe.
Customer Success Manger
BetterCloud Inc.
New York, NY | 2016 - 2018
Managed customer relationship cycle from onboarding to renewal and all touch-points, trainings, executive business reviews and any other questions in between. One of two team members to hit 2017 year goal ($2MM), secured most upgrades to Core platform (22) of any revenue-facing employee in 2017 and closed biggest contract in company history. In addition to trainings, personally assisted 14 upgrade implementations and went on-site with Principal Implementation Engineer more than any other CSM.
Director of Client Success
WeDidIt Inc.
Brooklyn, NY | 2013 - 2016
First Client Success employee; created all processes & infrastructure and hired all team members. Responsible for a team of four maintaining & nurturing client relationships, educating clients on fundraising practices, training, use of the WeDidIt platform, and managing renewals & upsales. Reduced churn from 85% (2013) to 10% and increased engagement & platform usage for every customer. Managed individual & team quotas.
Client Success Manager
WeDidIt Inc.
Brooklyn, NY | 2011 - 2013
Wrote website & blog content, managed social media channels, recruited and managed beta WeDidIt clients & accounts, managed clients' fundraising campaigns, created WeDidIt client success department. Managed individual quota of $20k/monthly (biggest in the company).
Sales Consultant
Meltwater Group
New York, NY | 2010 - 2011
Responsible for prospecting, converting, on boarding and training new business leads into Meltwater clients and managing their accounts for the first 3 months of their subscription. Regional top-seller in April 2011.
Extracurricular
Board Member & Run Leader
North Brooklyn Runners
Come run with us!
Elected official and board member for non-profit representing 2,000 active members in the Brooklyn running community. I also run - a lot - in this role. See you at at least one NYC-area marathon / year and one international marathon / year.
Musician
The Love Ways
I play the instruments, write the songs and direct the videos.
I stay creative. If you’re at all interested you can check out some of our songs + music videos.
Education
Wheaton College
Norton, MA 2006 - 2010
Double Major in Music & English
BA | Awarded Community Scholarship | Dean’s list 8 consecutive semesters
UC Cork
Cork, Ireland 2009
International Scholar for semester abroad
ACS Cobham
London, UK 1994 - 2006
AP Scholar | Varsity Cross-Country | Level Eight Music Certification | Drama | Played in a bunch of bands
