Senior Customer Success Leader leading Customer Success, Professional Services, and customer-facing revenue teams resulting in equity events and exits.

Awards
•	One to Watch in Saas, 2021 (The Future of SaaS)
•	Top 25 Customer Success Influencers & Strategists, 2021 (SuccessHacker)
•	Top 50 Customer Success Influencers, 2022 (SmartKarrot)
•	Top 50 Customer Success Pros to Follow, 2023 (Customer Success Cafe)
•	Top 100 Customer Success Influencers & Strategists, 2022 & 2023 (SuccessHacker)
•	Top 100 Revenue Voices on LinkedIn, 2023 (Sales Almanac)
•	Top 100 Revenue Voices on LinkedIn, 2024 (Sales Almanac)

Jeff Heckler

Instructure

LearnPlatform was acquired by Instructure in December 2022

As Manager of Customer Success, I was accountable for leading a 3-member team to orchestrate customer success efforts and grow a $7+MM book of business, while personally overseeing $2.3MM. 

To carry out my mandate, I supervised 3 Customer Success Managers accountable for a $6.7MM quota, developing and implementing a customer success strategy to drive engagement, product adoption, and revenue.

Some of my key contributions include:

➥ Achieved a 98% CSAT score and 100% team retention rate following the Instructure acquisition, well above all other teams.

➥ Implemented Gainsight and co-developed account health metrics to optimize customer success efforts. 

➥ Developed customer lifecycle marketing programs to enhance client adoption; delivered a 30% open rate through marketing campaigns.

➥ Led Voice of the Customer (VoC) collaboration efforts, resulting in multiple UX/product improvements.

Manager, Customer Success 

LearnPlatform

Senior most CS person and management team member reporting to the SVP of Sales.

As Director of Customer Success, I was tasked with leading a 5-member customer success team accountable for 500+ customers and $5MM+ in Annual Recurring Revenue (ARR). 

I created a customer success strategy and reported on quarterly/monthly metrics (ARR, NRR, logo retention rates, and customer health).

Some of my additional contributions include:

➥ Achieved a 90%+ logo renewal rate, 95% Gross Revenue Retention (GRR) rate, and 101% Net Revenue Retention (NRR) rate in 2022.

➥ Developed a risk escalation process to address unmet needs and mitigate churn.

➥ Broke down silos, improved collaboration between departments, and incorporated customer feedback to drive product improvements.

➥ Leveraged automation to enhance the reach and impact of customer outreach and renewal efforts.

➥ Established virtual office hours (each with up to 60 attendees) to communicate the product’s value proposition in a challenging pandemic environment, resulting in higher adoption rates.

Director, Customer Success

Between 2019 and 2021, I developed, trained, and managed a team of 3 CSMs to oversee a $4MM+ book of business (with personal accountability for a $2MM+ book of business). 

I established standardized processes and playbooks to guide and inform team efforts. 

Some of my key contributions include:

➥ Led the team to achieve 110% of quota, an 85% logo renewal rate, and a 106.7% NRR rate.

➥ Personally delivered 105%+ of quota.

➥ Drove the development of the company’s first User Groups, resulting in 25 attendees.

➥ Partnered with the VP of Growth on key change initiatives, enabling the company to scale with ease.

➥ Grew accounts from $2MM to $10MM in ~5 years.

➥ Recruited highly qualified CSMs to keep pace with rapid growth.

Sr. Customer Success Manager - Customer Success Manager

Activate Academic Life Coaching

Certified Academic Life Coach helping teens and young adults realize their inner potential through an increase in self-awareness so they can share their unique gifts and talents with the world in purposeful and intentional ways. 
 
I create a safe and non-judgmental space for students to explore areas such as: understanding their core motivations; what matters to them; and how assumptions and limiting beliefs affect the decisions they make. The result is an increase in their confidence and mindset which positively impacts their academics, relationships, and life.

Academic Life Coach | Owner

EdConnective

As Customer Success Manager, I established and continually evolved the customer success organization while growing the business.

Among my accomplishments, I developed processes and a playbook governing the onboarding and support of teacher coaching partnerships.

Some of my additional contributions include:

➥ Managed and maintained client partnerships to drive renewal revenue.

➥ Instrumental in achieving a Net promoter score (NPS) of 8.77.

➥ Increased the completion rate of teachers participating in coaching partnerships from 50% to 87%.

Customer Success Manager

Renaissance Learning

I joined Renaissance Learning in 2014, where I drove sales of educational software across 30+ districts.

Some of my contributions include:

➥ Delivered $250K+ in new revenue and $150K in organic revenue within 1 year.

➥ Maintained a 90%+ renewal rate across all 30+ districts.

➥ Successfully revived the relationship with the largest customer in the territory.

District Account Executive helping educators accelerate student learning

➥ I'm a strategic, driven, and focused professional with a seasoned customer success background, a history of delivering sustained customer value, and a talent for aligning teams around common goals. I combine over 22 years’ experience providing customer success leadership, vision, and strategic direction, as well as, business development and account management for multiple high-profile organizations and growth start-ups. I create a highly differentiated customer experience that fosters successful clients; shaping top-tier teams of customer success personnel through on-the-job training, coaching, and mentorship; and continuously improving the processes and policies that sustain an efficient, productive, and highly customer-oriented organization.

➥ I'm a supportive team leader with a strong ability to take charge of projects, train and empower others, and motivate those around me to do their best work. I believe a leader’s primary duty is to cultivate, professionally develop, and inspire her team. I have the ability, expertise, and coaching skills to lead my team to achieve KPIs and overall success.

➥ I have the communication skills to clearly articulate my vision, persuade people to take action, and get the ball rolling in the right direction. 

➥ I'm a strategic thinker who is highly adaptable and quick on her feet. In today’s rapidly evolving business environment, what worked yesterday may not work tomorrow. I have the experience and the dexterity to stay one step ahead of change, shift gears when the context calls for it, respond effectively to evolving industry trends, and drive my organization to success.

☛ Key Skills ☚ 

✦ Customer Engagement & Retention
✦ Account Management & Growth
✦ Sales & Business Development
✦ Voice of the Customer (VoC)
✦ Project & Program Management
✦ Mentor/Coach/Facilitator
✦ Team Leadership & Development 
✦ Process Improvement/Optimization
✦ Account & Contract Renewals
✦ Analytical Problem Solver
✦ Relationship/Partnership Building
✦ Strategy Formulation & Execution

taplio

The Battle

Jeff Heckler

Erin Curran (She / Her)

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