Justin Ratcliff

I have wide-ranging experience but specialize in outbound marketing, go-to-market strategy, and the craft of cold outreach. 

I have hands-on involvement in scaling a startup, working my way through the SDR, Team Leader, Team Manager, and Director roles in a remotely working team that grew from 10 to 150 over the course of 2 years. I have authored extensive scalable standard operating procedures, ran ample sales development training, conducted 100+ SDR/TL/TM interviews, and am a constant student of the craft. I am confident in leadership roles and strive to be an example for others in everything that I do. My goal is to make the day better for those around me. I enjoy the act of public speaking and consider myself an excellent communicator. I have deep experience collaborating in a workspace at global scale and welcome learning from others in all forms. 

While earning my degree, I became adept in behavioral learning and have an understanding of the processes that play a part in individual decision making. Comprehending the patterns that make up human behavior is ever-growing in importance, and when paired with the technologies at our disposal today, can be the difference in a successful vs. failed experience for a client or employee. I use the lessons that I learned through my time working in the mental health field on a daily basis, and it has made me a better business professional as a result.

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Top 25 Customer Success Influencer and consultant

I help teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. My approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic results. 

My career includes sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education. I've done B2C and B2B (Enterprise, Mid-Market, and SMB). 

Expertise:
•	Customer Success strategy and operations
•	Customer Experience management (CX)
•	Service excellence
•	Creating a culture of execution and high performance
•	Marketing, selling, and business development 
•	Financial modeling and management
•	Statistical analysis and mathematical modeling
•	Solving very complex operational problems 
•	Improving organization-wide performance using Baldrige and Lean Six Sigma practices
•	Change management

Results:
•	Built and led a new CSM team at a software company to reduce initial logo churn by 1/3
•	Helped a service provider reduce Time to First Value by a factor of 12 and improve ARR churn performance by 29%
•	Helped a software education firm grow revenue 67% in twelve months
•	Built a team that led its industry in customer loyalty (96% renewals) while operating at 30% lower costs
•	Reduced hospitality peak date reservation cycle times from six weeks to two days
•	Reduced a high-volume call center handle times by 43 seconds while improving call quality by 3.6%

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Justin Ratcliff

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