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

——

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.

____

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.

____

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

Companies: "We can't find talent!"

Also: "Must live within 30 miles of our Cincinnati office"

You're fishing in a pond.
While ignoring the ocean.
Then crying there's no fish.

Local talent pool: 350,000 people
Remote talent pool: 8 billion people
Your "perfect" candidate: living in Portugal

"But our culture!"

Your culture of empty desks on Fridays?
Your culture of 58-minute commutes?
Your culture of settling for whoever's nearby?

The uncomfortable truth:

There's no talent shortage.
You have a geography problem.

The best developer? She's in Poland.
The perfect CSM? He's in Austin.
Your next VP? They're not moving to Ohio.

Companies still hiring locally are competing for scraps.
While remote-first companies get first pick of global talent.

"But how do we manage them?"

If you can't manage without seeing them, you can't manage.
Period.

Your competitor just hired your dream candidate.
Because they didn't care about zip codes.

Still wondering why you can't scale?

What great hire did you lose to geography? 💙

I help high-performers fix chaos before it becomes crisis | Enterprise Ops @ Deel | Remote from 25+ countries 🌍

We designed CS to fail

Then act surprised when it does.

Consultant prevents a $100K client fine?
Hero. Bonus. Case study.

CSM prevents a $100K churn?
"Just doing their job"

Same value.
Different visibility.

The uncomfortable truth:

We only pay to prevent problems we can see coming.

Sales brings in $100K: 
- Ring the gong
- President's Club
- Commission check

CS keeps that $100K for 5 years:
🤷 Expected
🤷 Part of the job
🤷 Maybe 10% bonus if stars align

That's $500K protected.
Minimal recognition.

What we measure:
❌ Happiness scores
❌ Login rates
❌ Feature adoption
❌ Response times

What actually matters:
✅ Revenue protected
✅ Churn prevented (in dollars)
✅ Expansion enabled (in dollars)
✅ Crisis avoided (in dollars)

Start tracking your wins like a consultant:
- "Stopped ABC from churning after their acquisition = $2M saved"
- "Got 123 to expand during hiring freeze = $500K added"
- "Prevented downgrade when competitor offered 50% discount = $300K protected"

Document it. 
Share it. 
Internally AND externally.

Stop being invisible insurance.
Start being visible revenue.

Because when layoffs come, they don't check your CSAT.
They check your impact on ARR.

How would you make CS value visible? 💙

Your best CSMs are quitting.

Not because of pay.
Because you turned them into glorified account babysitters.

"But we gave them a 10% raise!"
Cool. They still left.

"We promoted them to Senior CSM!"
Great. Same babysitting, fancier title.

"We have the best benefits!"
Awesome. They're using them at a company that values their brain.

I watched 3 rockstar CSMs leave in one quarter.
Combined portfolio: $8M ARR.

Why?

Because they were tired of being treated like customer daycare.

Check-in calls with no agenda.
Usage reports nobody reads.
Escalations that die in email threads.
Renewal reminders on repeat.

Meanwhile, their actual skills:
- Strategic planning
- Business consulting
- Revenue optimization
- Problem solving

Collecting dust.

The uncomfortable truth:

You're not losing CSMs to better compensation.
You're losing them to better utilization.

Smart people don't quit because of money.
They quit because they're bored.

My former colleague now advises C-suites on digital transformation.
Same pay. 
Ten times the respect.

Another one? Builds go-to-market strategies.
Lateral move salary-wise.
Triple the impact.

Companies wondering why CS turnover is 40%:
Maybe because you hired consultants and turned them into clerks.

Stop paying CSMs more to do less.
Start letting them do what you hired them for.

What would your CSMs build if you stopped making them babysit? 💙

Your biggest career risk isn't failure.

It's this:
Becoming irreplaceable at the wrong thing.

"I'm the only one who knows this system"
Cool. What happens when the system changes?

"Nobody else can manage this client"
Great. What happens when they leave?

"I've perfected this process"
Awesome. What happens when it's automated?

The uncomfortable truth:
Being irreplaceable at one thing makes you unemployable at everything else.

The most valuable skill isn't what you know.
It's how fast you can unknow it.
And relearn something new.

The real career risk isn't losing your job.
It's losing your ability to get the next one.

My friends who survived every layoff?
They weren't the specialists.
They were the ones who adapted the fastest.

The ones who unlearned faster than they specialized.
Who understood the business, not just their function.
Who could pivot when the market shifted.

Stop protecting your expertise.
Start protecting your ability to evolve.

Because the safest career move?
Being replaceable at what you do.
And invaluable for how you think.

What skill are you too comfortable with? 💙

457 resumes sent.
Zero responses.
For months.

Then suddenly: 10 interviews in one week.

Everyone saw the "luck"
Nobody saw the 456 rejections before it.

People love calling success "luck"
Makes them feel better about not trying.

"You're so lucky to work remotely"
- Sent 457 resumes when remote wasn't a thing

"You're so lucky to be in Customer Success"
- Left consulting when everyone said CS was a fad

"You're so lucky to have that physique"
- 6am workouts for 5 years straight

The uncomfortable truth:

What looks like luck is just math.

457 attempts = 10 interviews = 3 offers = 1 life-changing decision.

Most people quit at rejection #50.
They never see what happens at #457.

Same pattern everywhere:
- Working from 25+ countries? Years of proving remote works
- Best shape of my life? 11 years of passion for nutrition 
- Career growth? Choosing discomfort over stability

"Talent" is just curiosity that doesn't quit.
"Luck" is just showing up until probability bends your way.

The difference between you and your "lucky" friend?
They're still sending resumes.
You stopped at #50.

What attempt number are you on? 💙

"How do I break into Customer Success?"

I get this DM weekly.
My answer pisses people off:

Stop trying to break in.
Start doing the work.

"But I don't have CS experience!"

Neither did I.

Here's what I did instead:
- Answered CS questions in forums
- Helped SaaS founders with retention problems
- Shared what I learned publicly

By the time I got my "first" CS role, I'd already been doing CS for months.
Just without the title.

The uncomfortable truth:

You don't become something by getting hired for it.
You become it by doing it before anyone pays you.

Want to be in CS?
Find a startup. Help them keep a customer. Today.

Want to be a leader?
Start leading. Without the title. Today.

Want that remote job?
Start delivering remote results. Today.

People waiting for permission:
- "I need the certification first"
- "I need someone to hire me"
- "I need more experience"

People actually getting hired:
- Already solving problems in public
- Already building relationships
- Already proving value

When I wanted to work remotely (before it was a thing):
Everyone said "get a remote job first"
Instead, I proved I could deliver from anywhere.
The job followed.

The pattern is always the same:
Do the work → Get noticed → Get hired

Not the other way around.

What are you waiting for permission to start? 💙

UpdateAI

ChatGPT my way to success. All day, every day.

Co-Founder, Head of GTM

SuccessHACKER

SuccessHacker is focused on bridging the gap between theory and execution. Offering consulting, talent management, industry training, and an open community for Customer Success professionals, teams, managers, and leaders. SuccessHacker teaches you how to do Success right, so you don't lose your most valuable resource, your customers.

Success Coach

GTMramp

Limited Partner

Zuora

Responsible for partnering with the success leadership team to identify areas of opportunity & inefficiency, provide recommendations to drive improvement in those areas, and champion consistently improving business performance.

Bring impact in this role through analytical problem-solving, leading a high-performing team, partnering with senior cross-functional leaders and engaging the SaaS customer journey alongside overall business growth.

Driven, curious, intelligent and deeply passionate about Customer Success. 

Key Objectives
• Own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey for our customers
• Implement and iterate on Zuora's Gainsight instance
• Own and lead CS playbook formation and activation across the Zuora product offerings, driven by CS data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc)
• Build & drive process, change management, systematic practice and tooling for Customer Success across product lines
• Guide key cross-functional relationships as the owner-in-team of customer engagement KPIs including renewal/churn indicators, growth & usage trends and CSM performance metrics
• Be a confident, hands-on organizational visionary with the ability to do the work, as well-- you can see what needs to be done and work backwards to drive execution based on data
• Coordinate with Customer Success and cross functional leaders and earn credibility through your expertise on process and systems as a strong communicator and effective influencer.
• Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically

Manager, Customer Success Strategy and Operations

Fivestars

Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)

Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth.

Collaborate with Customer Success leadership to develop training and enablement to drive efficiency
Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry

KEY WINS
- Routinely presents findings and makes recommendations to C-Suite
- Performed 3 month Six Sigma analysis to identify 3 key drivers to cut future Support overhead by 50%
- Redesigned onboarding content, playbooks, and processes for a 6000 customer / yr core product
- Managed 12 remote CSM’s and increased their output productivity by 30% in 5 months
- Rearchitected a 7 year old Salesforce object, mapping the object to client outcomes, and decreasing average administrative work by 30 minutes per/rep/day
- Using Salesforce analysis, Identified a 6 year mis-reporting of key KPI for customer time-to-value during onboarding 
- Success in the key items above led to scaling our alpha launch from 1 to 1300 customers in 18 months while shrinking the team size by 25% via attrition without need to backfill representatives

Customer Experience Analyst and Program Manager

FiveStars is the rewards program for small businesses that’s proven to bring customers back more often. Through unique rewards and personalized service, FiveStars helps everybody be a VIP. Founded in 2011 and based in San Francisco, our mission is to help businesses and communities thrive by turning every transaction into a relationship. In 2017, FiveStars drove 80 million in-store visits across over 12,000 local businesses in the U.S. and Canada. Over 31 million consumers use FiveStars to have exceptional experiences with local businesses. To-date FiveStars has raised $105 million from top-tier investors including HarbourVest, Menlo Ventures, Lightspeed, DCM, and Y-Combinator.

In this role I rely heavily on relationship building, strategic thinking, analysis, and empathy to drive key performance indicators. My sole focus is the success of our merchants. Some ways I have showcased my abilities are:

-Designed one-to-many “Loyalty Report Card” engagement campaign to increase product adoption
-Manage all post-sale customer touch points for $1.5 million ARR book of business
-Identified bucketing opportunity for inbound requests to enable increase in 1:1 productivity by 60%
-Piloted self-onboarding program to reduce training resources and increase product adoption
-Implemented empathy-based feedback mechanisms for product engagement to drive Objectives and Key Results

Senior Customer Success Manager

FiveStars

As a Training Manager at FiveStars, I served a role as both a strategy and execution contributor. While reporting to the VP of Operations I was the sole Training Manager and responsible for 50 team members. As it is in any startup, my role encompassed many different competencies. I was responsible for being a subject matter expert, project manager, key stakeholder, instructional designer, change manager, and facilitator of learning. Here are some points about what made me effective in this role:

Launched training initiatives across 53 team members designed to improve core performance metrics
Support customer satisfaction increased by 15%
Strategized and executed on key onboarding objective to increase 60 day survival rate by 18%
Collaborated with VP-Level stakeholders on sales-pitch revamp designed to increase close rate by 20%
Established four levels to measuring learning - NPS, knowledge retention, behavioral changes, and business outcomes


Below were some of my core responsibilities:

-Analyze the needs of an organization to determine the necessity of training as a tool to close performance gaps 
-Layout project plan with milestone, deliverables, and responsibilities
-Design and develop content that is engaging, progressive, and leverages the principles of adult learning to maximize retention
-Implement effective training strategies to improve key performance indicators
-Evaluate the efficacy of training as it applies to all four levels of Kirkpatrick's Evaluation methods
(Net Promotion Score, Retention, Behavioral, and Business Outcomes)

I believe strongly in the power of intrinsic motivation and strive to understand my peers' motivation to learn.

Training Manager, Operations

As a Senior CRS I was responsible for many tasks related to retaining customers and managing a team of 4. Though my core function was customer facing, I was also involved in many strategic tasks. Here are a few items that I delivered on to enhance the department:

Utilized sales and solution based skills to increase retention of clients by 25%
Recreated process for inbound cancellation requests to increase rep capacity by 50% 
Created playbook for new team members that increased ramp up speed by 100%
Reduced churn by 18% through analysis of Salesforce cohorts and identification of early life cycle signals

Some info about what I did in the role:
Churn analysis, cohort analysis, process improvement, customer lifetime value calculations, renewal goals, and cross functional delivery of key takeaways. This allowed me to operate at a high degree and still deliver over $1.2 million in retained revenue. 

I deployed a variety of tactics and skills to achieve this:
-Empathy and Relationship nurturing
-Simple and Customer Rapport Building
-Consultative Selling 
-Objection Handling
-Statistical Analysis
-Pattern Identification
-Probing

These methods were effective in retaining 40% of clients totaling $1.2 million in customer lifetime value.

I took my learnings from this role to develop a more effective strategy of selling the FiveStars product. There is a large problem for America's small businesses that FiveStars, and myself, have uncovered. If you've read this far, reach out to me and I'd be happy to share more.

FiveStars is a loyalty program for small businesses in the US. Their mission is to help  businesses and communities thrive by turning transactions into relationships.

Senior Client Retention Specialist

Intuit's Demandforce

• Pioneered teach-back system to reinforce solution selling, objection handling, and closing skills
• Launched emerging market vertical to expand addressable customer base by 12%
• Developed need analysis card game to practice probing skills 
 
Some more info about the role:
Utilize solution sales and territory management to hit quarterly sales targets
Through lead generation and referral programs, build pipeline of qualified opportunities
Manage launch, on boarding, and training timeline

Account Executive

AT&T Mobility

•	Manage business accounts from 5-500 employees (Yammer, Eventbrite, Ubisoft, WRNS Studios, Osterhout Group, Oracle Racing, and others)
•	Proactively identify upsell or cross sell opportunities to increase account Annual Recurring Revenue
•	Provide first level supervision, escalations, and support for team members
•       Identified opportunity to increase upsell opportunities within business units through needs assessment, resulting in an increase of 25% ARR for Oracle Racing Team
•       Utilized retail connections and consultative selling skills to grow same store sales 145% year over year
•       Implemented role plays to increase adoption of new products by 50%

Retail Business Consultant

- Husband and Father (both are women. #GirlDad)
- I'm a fan of AI
- I disc golf
- I Lego
- I love movies like Ghostbusters (original), The Matrix, A League of Their Own, The Big Lebowski, Dogma, Shawshank Redemption, and About Time. To name a small fraction.


My Top 3 skills: 

1. Learning
2. Finding big problems
3. Knowing who can fix big problems (even if they don't yet know they can)

I love chatting with people. Shoot me a text at 415-999-9425 (but expect delays)

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