Summary
Overview
Work History
Education
Skills
Timeline
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LEIGH VADAS

Lakewood,CO

Summary

Results driven Customer Success professional with both domestic and international experience in Information Technology and Software. Significant experience managing and growing large portfolio of Fortune 100 accounts across a wide variety of markets. Established, grown and managed world class Customer Success and Customer Support teams.

Overview

21
21
years of professional experience

Work History

VP, Customer Success

Green Check Verified
02.2024 - Current
  • Established and manage Customer Support department for all domestic and international operations.
  • Manage team of Implementation Managers and Customer Success Managers.
  • Established all processes and strategy for customer retention.
  • Established process for customer data onboarding and maintenance.
  • Analysis of all churned accounts, both financially and qualitatively.
  • Work cross-functionally with all departments to prioritize customer needs.
  • Development and maintenance of customer collateral and customer facing Knowledge Base.
  • Hiring, training and management of customer success and customer support teams.
  • Implemented Contract Renewal process for all SaaS engagements.
  • Hubspot Administrator.
  • Project management of customer implementations and development initiatives.
  • Promoted from Director to VP after 2.5 years.
  • Director, Customer Success (Aug 2021- Feb 2024)

Director, Customer Success

DarkOwl
04.2020 - 08.2021
  • Established customer success department for all domestic and international operations.
  • Hands on management of all customer accounts.
  • Established all processes and strategy for customer retention.
  • Responsible for all renewals and upsell/cross sell opportunities.
  • Analysis of all churned accounts, both financially and qualitatively.
  • Work cross-functionally with all departments to prioritize customer needs.
  • Development of customer collateral.
  • Hiring, training and management of customer success team.
  • Development and presentation of both success plans and executive business reviews.
  • Project management of customer implementations and development initiatives.

Manager, Client Success

MJ Freeway/Akerna
01.2019 - 04.2020
  • Established Customer Success department for all domestic and international operations.
  • Defined all processes for department.
  • Selection, Implementation and Administration of Customer Success software (Strikedeck).
  • Selection, Implementation and Administration of NPS Software and Program (AskNicely).
  • Hiring and Management of Customer Success team, both domestic and international.
  • Development of churn forecasting model.
  • Development and execution of market engagement plans.
  • Development of Customer Save Plans.
  • Development and execution of Escalation Management processes and procedures.
  • Development of team Compensation Plans and KPIs.
  • Development of team Ramp and Training Plans.
  • Development of Customer Welcome Packet and Onboarding Guides.
  • Development of customer facing materials intended to guide success with software.
  • Serve as customer escalation point.
  • Personally manage executive level customers from a Customer Success Perspective.
  • Creation of Success Plan and Executive Business Review Templates.
  • Established Contract Renewal process.

Customer Success Manager

Ping Identity
11.2016 - 01.2019
  • Hired on as 1 of 2 original Customer Success Managers to work with our Director to spearhead Ping Identity’s Customer Success program.
  • Managed a portfolio of 69 enterprise level accounts with a total of $35,885,430 in ARR.
  • Paired with a technical resource to deliver high-quality, end-to-end customer experience across the portfolio, from onboarding and implementation to renewal.
  • Served as an internal advocate for each customer in portfolio.
  • Facilitation and delivery of Product Roadmaps, Executive Business Reviews and Success Plans.
  • Worked extensively with Product Development and Management, Global Support and Professional Services to ensure customer success during every stage of the customer lifecycle.
  • Established best practices and processes for Customer Success team.
  • Identified at-risk customers and formulated save plan strategies.
  • Managed entire portfolio through the use of Gainsight CS Software.

Regional Sales Manager, Technology Services

Indecomm Global Solutions
07.2015 - 08.2016

Sr. Account Executive

Zycron, Inc.
09.2014 - 07.2015

Strategic Sales Specialist, Workforce Solutions

About Talent
01.2014 - 09.2014

Business Development Manager, Solutions Delivery

Modis
05.2011 - 12.2013

Lead Recruiter/Project Coordinator

Organic People
10.2004 - 03.2011

Education

MBA And MS - International Business

University of Colorado Denver
Denver, CO
05.2011

BA - Political Science

University of Colorado Boulder
Boulder, CO
08.2003

Skills

  • Team Management and Coaching
  • Delivery of Executive Business Reviews to C-Level Executives
  • Salesforce, Gainsight, Hubspot, Strikedeck, Jira, Asana
  • Implementation of Customer Success and NPS Software
  • Market Engagement Strategy
  • Strategic Client Operations
  • Software Support Leadership

Timeline

VP, Customer Success

Green Check Verified
02.2024 - Current

Director, Customer Success

DarkOwl
04.2020 - 08.2021

Manager, Client Success

MJ Freeway/Akerna
01.2019 - 04.2020

Customer Success Manager

Ping Identity
11.2016 - 01.2019

Regional Sales Manager, Technology Services

Indecomm Global Solutions
07.2015 - 08.2016

Sr. Account Executive

Zycron, Inc.
09.2014 - 07.2015

Strategic Sales Specialist, Workforce Solutions

About Talent
01.2014 - 09.2014

Business Development Manager, Solutions Delivery

Modis
05.2011 - 12.2013

Lead Recruiter/Project Coordinator

Organic People
10.2004 - 03.2011

MBA And MS - International Business

University of Colorado Denver

BA - Political Science

University of Colorado Boulder

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LEIGH VADAS