VP, Customer Success and Customer Experience | Resy, American Express Global Dining Network | 2020 to 2025
 

Led Customer Success strategy for a global SaaS dining platform supporting 17,000+ B2B restaurant/winery clients and over 70 million B2C users, contributing to approximately $81 million in B2B ARR and $2 billion in B2C Amex/Resy Dining spend. Focused on driving customer retention, operational excellence, and enhancing customer satisfaction through scalable, data-driven solutions.
 

VP, Client Experience and Strategy | Satrix Solutions

Advisory seat helping companies get value from customers, employees and reputation. Designed customer feedback and employee engagement programs across a range of clients. Ran NPS, eNPS, Customer Advisory Boards, perception audits, win/loss and defection analysis. Translated feedback data into retention, referral and win rate improvement.

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Director of Customer Success | Jumpshot

Scaled support and success globally for a digital intelligence provider. Built the organization across the US and UK and opened the Asia expansion. Launched the QBR and MBR program and the client segmentation model behind high, low and tech touch. Redesigned the sales to support handoff and built the renewal management process.
 

Vice President, Client Success | SmartZip​​
Directed Customer Success organization for a predictive marketing SaaS company, overseeing a 40-person team and driving initiatives to enhance retention, satisfaction, and revenue growth. Focused on scalable solutions to improve client outcomes and operational efficiency. Implemented self-service onboarding tools, reducing ramp-up times by 64% and accelerating customer time-to-value, significantly transforming the customer journey. Delivered 45% annual increase in Average Contract Value (ACV) year-over-year through targeted enterprise account expansion and retention strategies, demonstrating strong post-sale leadership and needs-based selling.

Director of Client Management | Unum​

Increased upsell revenue by 7% in year 1 and exceeded the GRR goal of 84% by achieving an 88% GRR (gross renewal rate) by implementing tailored consultative Customer Success and support strategies, showcasing expertise in needs-based selling and solution selling.
 

Earlier: TriNet, Wells Fargo, Wachovia ​

Account services, small business marketing, service strategy and call center leadership. At Wells Fargo, I owned first call resolution, satisfaction and loyalty for the retail phone bank, and analyzed twenty centers, 4,600 bankers and six million calls per month. At Wachovia, I led the mortgage sales teams to a 33 percent outbound closing ratio, a 22 point year over year improvement.

What they say about me:

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"EC's ability to handle multiple projects, reverse organizational attrition and develop and execute a full Customer Centric program was greatly appreciated by all of our leadership team. As a Customer Success leader (and as a teammate), Eddie earns my highest recommendation."

- Ashutosh Malaviya, PhD, Senior AI Executive. Was senior to Eddie at SmartZip. November 2019

 

​"Eddie is an incredible leader. He developed SmartZip's Customer Success Organization by implementing streamlined processes, sub-teams, and consistent training. Eddie also opened the lines of communication and collaboration between engineering, product, and customer service departments, resulting in improved customer satisfaction."

-Cassandra Rodriguez Morse, Analytics Team Lead and Senior Data Analyst. Reported to Eddie directly. November 2019