Omnipresent

Omnipresent is a leading Employer of Record (EOR) platform, enabling companies to hire globally without the burden of setting up foreign entities.

As a Customer Success Manager specializing in strategic accounts, I manage complex global relationships end-to-end, ensuring seamless onboarding, proactive risk management, and client growth. I combine a human-first approach with a deep understanding of HR, Legal, and Compliance frameworks to deliver measurable results in fast-paced, dynamic environments.

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My results:

• Owned the success, retention, and growth of 20+ high-value accounts
• Net Revenue Retention (NRR) of 112%, exceeding company targets and driving expansion within existing accounts
• Partnered directly with C-Level executives and HR leadership teams to design scalable solutions for global employment
• Led onboarding and account strategy for clients across 160+ countries, navigating complex HR, Legal, and Finance regulations
• Supported the success of critical enterprise accounts, ensuring high retention and expansion rates
• Proactively identified expansion opportunities and closed upsell deals, contributing to overall revenue growth
• Developed personalized onboarding frameworks and customer success plans that reduced time-to-value and improved customer satisfaction

Customer Success Manager

Luna.ai

• Partnered with co-founders to define GTM and customer success strategy during the company's early growth phase.
• Managed 100+ SMB accounts (EMEA/NA) and implemented proactive success strategies that reduced churn by 15%.
• Increased LTV by 279% through custom onboarding journeys and customer engagement experiments.
• Designed scalable self-service processes, improving customer self-resolution rates by 235%.
• Led tooling selection and integration for Growth, CX, and Marketing teams.
• Drove PLG (product-led growth) initiatives based on usage data and customer insights.
• Contributed to the company's pivot through deep feedback loops, helping inform new product-market direction.

Note: Luna underwent a strategic pivot; the IP was absorbed into a new venture.

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Founding team member, building CS/CX processes from the ground up.

My goal was to turn Luna’s customers into advocates. How? By helping them score meetings using Luna.

Tasks & projects I worked on :

→ Building the onboarding, adoption, retention, expansion and advocacy strategies
→ Churn prevention
→ Cold email and sales strategies 
→ Community building
→ Tooling, CS tech stack optimization and vendor management

Founding Customer Success

My results:

• Oversaw the success and renewal of 60+ accounts (SMBs), representing $400K MRR
• Managed the relationship of the two biggest customers of the company, representing $200K MRR
• Mentored 4 new CSMs and improved speed to onboarding readiness
• Improved and created new client onboarding processes to have customers’ projects deployed within 30 days
• Implemented a new QBR process leading to higher customer engagement and lower churn

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Omnipresent is an EOR (Employer of Record) specialized in automating complex processes like setting up entities, payroll, taxes, and benefits so that teams can focus on their people. 

As a Customer Success Manager, I owned and managed the customer relationship from start to finish. With my experience in the EOR field, I've learned to think outside of the box and get creative when solving complex problems related to Legal, Finance, and HR. 

I've consistently received positive feedback from clients and colleagues, successfully managed and resolved escalated client issues, and demonstrated strong communication and negotiation skills.

Baremetrics

My results:

• Increased feature adoption by 10% in 3 months
• Developed and tracked KPIs for the Customer Success department
• Researched and led the implementation of a new helpdesk (Intercom)
• Streamlined processes to proactively develop relationships with customers
• Created an onboarding series to increase conversion rates
• Created upsell series to promote new features and increase feature adoption

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Bare..? Metrics? Bare, yes.
Bare as in only the most important: Baremetrics helps you cut through the noise.

SaaS and subscription businesses are drowning in data. They have no idea what is driving their growth or where to focus their efforts to grow faster.

Baremetrics provides a simple, yet powerful solution for SaaS & subscription businesses by helping them see the complete picture of their business with all of the key metrics they need to make better decisions about how to grow.

My role? 🪄 Simply put, I helped Baremetrics' clients make more.

Customer Success Account Manager

Groupe-conseil Solertia

My results:

• Lead the biggest Law Compliance mandate of the firm ($85K) and upsold the client for annual audits ($20K yearly)
• Signed and led the biggest Pay Equity mandate of the firm ($65K)
• Scaled the Pay Equity line of service from $350K to $1.5M
• Surpassed an average productivity rate of 90%
• Lead the development, training and learning initiatives for a department of eight (8) junior consultants and analysts
• Developed long-term relationships with major client accounts and turned one-time projects into repeated business
• Streamlined the Pay Equity and Law Compliance processes
• Participated and animated human resources events and conferences

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In this role, I gained exposure to all aspects of a consulting project, from writing proposals and engaging in client communications to delivering projects and making final adjustments. 

Collaborating with fellow professionals, department heads, and C-suite executives has sharpened my business acumen and offered valuable insights into the realities of diverse industries.

My journey with Solertia has fuelled my professional growth, honing my time management skills and enabling me to excel in handling multiple projects (60+) simultaneously. 

Within a short timeframe, I progressed to leading my own mandates and was entrusted with overseeing one of the firm's most significant law compliance files – Quebec's 1% Training Law. 

This experience has enriched my project management, leadership, and client relations expertise, propelling me to thrive in the consulting industry.

Human Resources Consultant

Addendum

• Accurately identify our personas by analyzing different sources of information;
• Identify the arguments to implement an Applicant Tracking System, present the project to the president of the company and find a supplier meeting our needs;
• Develop a strategy to foster long-term relationships with past applicants and potential candidates;
• Assist the director of technology and marketing in different projects.
• Plan interviews and selection procedures, including in-person interviews
• Coordinate with hiring managers to identify staffing needs
• Determine selection criteria

Along with those projects, I was also responsible for passing on my knowledge of our recruitment procedures to new hires and of assisting them in their daily tasks.

Talent Acquisition Advisor

Industries Delorimier Inc.

Summer student contract: 

To help with the seasonal demand of the company, I took this opportunity to explore my options in the manufacturing industry, which was a great way to develop my leadership skills in a middle management position. My previous customer service experiences have proven to be a great asset in this position to prevent customer turnovers, as I had to deal with various customers daily.

This experience happened to be a great way to get outside of my comfort zone, to experiment with my teamwork approach with new colleagues, and to learn more about the challenges of occupying a middle management position.

Operations Supervisor

Desjardins

During this long-term experience, I’ve developed a major part of my competencies. With the help of my superiors, who all acted as inspirational leaders to me, I’ve had the opportunity to have personalized coaching to further develop my sales techniques, my customer service, my work methods and rational and analytical thinking.

During my three years working at a Desjardins branch in Laval, I navigated through different roles that all allowed me to develop my professionalism. I first began as a teller (N-2), I then worked as a customer service representative over the phone, then worked at the reception (N-3). During an internship, I was also lucky to assist the department of human resources in multiple tasks. Finally, I occupied an administrative assistant (N-4) position to support the management team.

These different tasks have allowed me to put into practice the learnings that I was acquiring in my university classes, but they also allowed me to develop, as mentioned before, multiple competencies such as my leadership, my teamwork spirit, my capacity to adapt to different environments,  my openness to change and my capacity to solve problems.

Agent service aux members (N2/N3/N4)

Customer Service Representative

Big Time Watches

This experience allowed me to develop my judgement, my autonomy, my leadership and my business acumen skills. I would like to thank my district managers who helped me develop the core of my customer service skills and sales techniques. The tasks I had to do in this job were general for a sales associate position: reach my sales objectives, attract customers and close the sale, this opportunity also allowed me to work on my negotiation skills and customer satisfaction skills. 

As I gained experience, I was asked to take on the responsibilities of the manager.

Sales Associate

SoftMoc

I help high-achievers thrive in work and relationships 💙 | Business strategies that work on humans too | Remote wisdom from 25+ countries

🤔 What if the playbooks you use to save $100K+ accounts could also save your relationships and closest friendships?

I’ve spent 5+ years in Customer Success scaling startups and managing $5M+ ARR portfolios. In that time, I realized something: the same frameworks that keep customers loyal also keep people loyal.

- Resolve conflicts before they explode
- Communicate proactively so people feel seen
- Deliver value without burning out
- Build trust that lasts

They work in business, dating, friendship, with any human, in any context, and they’re something AI can’t replicate.

Now I share what actually works:
→ Business strategies for better relationships
→ Remote life wisdom from 25+ countries
→ CS frameworks for life success

Because your 9-5 skills shouldn’t clock out at 5:01.

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Hi, I’m Anthony 👋

CS leader, remote work advocate, and lifelong learner passionate about growth, habits, and helping people thrive without burning out.

Whether you're:
→ A leader looking to strengthen teams and client relationships
→ A remote professional balancing career and connection
→ Or someone ready to apply proven frameworks to life outside of work

You're in the right place.
📬 Reach out to collaborate, connect, or just say hi!

I’m on a mission to build something bigger: a platform to help high-achievers escape burnout, embrace remote work, and design lives they don’t need to escape from.

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As a CSM, I’ve: 

→ Scaled departments from $350K to $1.5M+
→ Managed $5M+ ARR across 60+ accounts
→ Boosted LTV by 279% with better onboarding
→ Cut churn by 15% through scalable playbooks
→ Closed and lead companies' biggest deals
→ Drove feature adoption and built AI-powered self-service systems
→ Coached and mentored new team members

Behind every metric is the same philosophy: when you create people-first experiences with smart systems, growth runs on autopilot.

Anthony Boudreau

CSMs: "This QBR will blow them away!"

... creates a deck longer than their contract

I just reviewed a 43-slide QBR deck.
FORTY. THREE. SLIDES.

For context:
- TED Talk: 18 minutes max
- Your QBR: 90 minutes of torture
- 2025 Attention span: 4 seconds

Here's my QBR napkin test:

1. You paid us $X
2. You got $Y in return  
3. Here's how we get to $Z

That's it.

The best QBR I ever delivered?
No slides. 
Just three numbers on a whiteboard (I know, old school).

Client's response: "Finally, someone who gets it"
Renewed for 3 years on the spot AND cross-sold.

Why? Because I didn't present TO them.
I had a conversation WITH them.

43-slide deck?
- Slide 1-15: Features they already know
- Slide 16-30: Usage data they don't care about
- Slide 31-43: Next steps they'll forget

Napkin approach?
- Minute 1-5: their biggest win this quarter
- Minute 6-10: their biggest challenge  
- Minute 11-15: our solution together

The secret:
Executives don't want your novel.
They want your headline.

If you can't explain your value in 30 seconds, you don't understand it yourself.

What would your QBR look like on a cocktail napkin?

Helping high-achievers use business frameworks to win at work & life 💙 | $10M ARR CSM | Remote from 25+ countries

Tovuti LMS

Leading a wonderful team of Account Managers, Support and Services to ensure our customers can easily create courses, engage learners, and train teams with easy-to-use, next-generation LMS software.

Head of Client Success

Company Objective - At Omnipresent, we make it fast and easy to hire and manage employees compliantly in more than 160 countries. We take care of all the complex administration involved including payroll, benefits, compliance and taxes, so you can focus on growing your business.

Key Achievements and Responsibilities
It has been a wild ride so far! I've started with a CS team of 15 amazing individuals and have scaled that team to over sixty in the past two years. I look after all things Customer Success, including Services, Support, and Customer Success Managers.  We have created the Support and CSM functions from the ground up and implemented revenue, voice of the customer, and churn risk calls for our SLT team. 

Loving the ride so far!

Global Head of Customer Success

Head of Customer Success

Sumo Logic

Key Achievements and Responsibilities 

     - Responsible for the growth of our EMEA customer base and our EMEA CS team. The CS team consisted of CSM, Support, and Technical Account Manager departments.

     - Implemented voice of the customer for our EMEA region to highlight key successes and risks of our key clients and then structured an executive contact per key client.

     - Executive sponsor for 20 accounts, acting as an escalation point and collaborative consultant for SumoLogic.

Director Customer Success, EMEA

Integrate

Integrate empowers marketers to unify their demand marketing channels into a single, powerful SaaS platform that helps them achieve quantifiable business outcomes. 

Key Achievements:
- Successfully navigated my CS org. of 17 employees (CSM’s, Services, and Support) through acquisition and a structure change from Account Management to Customer Success Management while maintaining a high CSAT's without customers. 
- Created and rolled out a complex CSM structure that includes customer segments, customer service experiences, and a global service Support structure.
- Generated over £200K expansion revenue from my customer base through a “land and expand” game plan.
- Led the migration from HubSpot to Salesforce/Gainsight for Customer Success, Services, and Support. 
- Developed Covid-19 taskforce and rolled out varying options to retain customer business.

Responsibilities:
- Manage the EMEA Customer Success team and Support globally for all SaaS products. 
- Collaborate with the EMEA SLT on how CS can best work with other departments to grow business.
- Work with internal/external stakeholders to meet and exceed client expectations and requirements. 
- Advice and present on customer renewal/churn metrics, the voice of the customer, and customer health metrics to the Integrate SLT.

Director, Customer Success

Instructure

Built and scaled Instructure’s Customer Success operations (CSM, IC, Training, and Support) for the EMEA region from one employee to over 30.   Established processes to ensure adoption and renewal for INST’s customer base at a >100% net revenue retention rate, while doing this the EMEA CS department delivered world-class service, shown by our NPS and CSAT scores across all departments.

Director, Customer Success - EMEA

Responsible for the post-sales operations for all Europe, Middle East, and Africa.  Manage Customer Success teams including Customer Success Managers, Implementation Consultants, and Trainers. Ensure adoption of the product and execute improvement of processes.  Supervise the Support team based out of Instructure's International HQ in London.  

Responsibilities:

- Manage Customer Success Manager's for all accounts and channels in the EMEA region, including the University of Birmingham, London Business School, Luleå Technical University, University College of North Denmark, University of Copenhagen and many more.

- Multi-functional manager for the EMEA Customer Success team.

- Member of EMEA leadership team helping to scale Instructure operations, align our goals to sales strategy, and build processes to support retention and revenue growth.

Achievements:

-1st Customer Success Manager outside of the US
-Grew the EMEA customer base and channels single-handed for 1.5 years
- Grew employee base from 1 to 20 in two years.

Senior Manager, Customer Success - EMEA

Regional Manager of Customer Success EMEA

Demonstrated broad and deep knowledge of Canvas through calls, demos, and onsites.
Guided reps to improved understanding of Canvas and Instructure through regular workshops.
Collected and shared intel on the EMEA region.
Contributed to internal team knowledge resources

Solutions Engineer

Instructure, the creator of Canvas, is taking the LMS (Learning Management System) world by storm! They provide Higher Ed and K-12 institutions with technologies that enhance the learning of their students.

- Effectively manage the client/company relationship to ensure customer success
- Pro-actively work with clients to understand their business to identify areas they can better utilize the software
- Work closely with implementation, professional services, and support teams to ensure questions and tasks are addressed quickly

Lehi Area Chamber of Commerce

Collaborate with board to define project goals, process, timelines, and outcomes; training; engaging members.

Board of Directors

Costco Wholesale

Work with new clients to ensure they are utilizing all of the benefits offered.
• Understand client needs and usages to make sure the client is maximizing their benefits and upsell additional benefits.
• Provide customer support by addressing customer concerns.
• Educate clients on how they can utilize all the services offered.
• Manage corporate accounts.
• Organize events for team members and clients.
• Ensure client renewal. 
• Acts as ‘customer advocate’ within Costco to increase the customer’s knowledge on products and services offered.
• Work to save at-risk clients. 
• Assist clients with complicated needs.
• Manage and maintain the membership information provided from our database.
• Manage membership accounts that have expired or been recently activated. 
• Manage a team of marketers to succeed in their specific marketing areas.
• Increase customer satisfaction through regular interaction and support.
• Coordinate and oversee the Lehi Costco’s Volunteer Reading Program and Backpack Program.
• Support revenue growth through identification of customer objectives and matching those objectives with product solutions.
• Complete various projects as needed using Microsoft Office 2007 and Adobe Photoshop CS5.
• Successfully spear-head multiple marketing events at the Lehi Costco Warehouse, generating approximately $500,000 between 2009-2012.
• Order supplies and manage the budget for the warehouse marketing department.

Dispatch Marketer

University of Utah

LEAP Peer Advisor / International Relations Intern

As the Global Head of Customer Success at Omnipresent, I provide strategic leadership to a team of over 60 professionals, delivering exceptional service, support, and guidance to clients across 160+ countries. With 13 years of people leadership and success metrics, I possess the expertise to manage diverse customer needs and drive operational excellence.

I am dedicated to fostering business growth and customer retention through innovative strategies and operational efficiency. Over the past two years, I've led initiatives to scale the CS team by 4x, implemented Voice of the Customer programs and churn risk mitigation strategies, and served as an executive sponsor for 20 key accounts. These efforts have resulted in outstanding CSAT (+93%), Gross Revenue Retention (+88%), and Net Revenue Retention (350%) rates.

As a dynamic leader, I thrive in fast-paced startup environments, leveraging my attention to detail, enthusiasm, and empathy to inspire teams and exceed objectives. I am excited about the opportunity to bring my strategic vision and leadership expertise to drive transformative growth in the customer success domain.

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The Battle

Anthony Boudreau

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