3x Exit Founder • I help B2B founders in Southeast Asia • Book a free growth consultation with me • Grew last company to $5m+ ARR • 15+ years of growth leadership 🚀

Hey there! I’m a serial entrepreneur with 3 exits under my belt. 

I’m currently working on Kubegrade, a Kubernetes cluster upgrade tool.

Through all my ventures the key to success has always been to bring maximum value to my clients and building long lasting relationships. 

My passion for client success is equally matched with my love for travel and extreme sports. 

You can find me playing chess, riding motorcycles, diving or kitesurfing the beautiful beaches of Southeast Asia.

Tim Grassin

iSTRUT

Head of CX & Success

Fondo

· Liaised with Fondo's Head of Sales to implement a refundable onboarding fee, an initiative that reduced time-to-first-value from an average of 30 days to just 7 days, boosted net retention metrics, and directly contributed to improved customer satisfaction and loyalty.

· Strengthened early client relationships as a trusted advisor and gathered insights into crucial GTM and product development opportunities through 1:1 support with customers as Fondo grew from 400 to 700+ accounts.

· Enhanced Fondo's customer journey by spearheading the implementation of an automated Customer Effort Score (CES) program, which generated real-time client feedback immediately following the onboarding phase.

· Addressed critical support deficiencies by implementing tech-forward solutions, including an artificial intelligence tool for internal use, resulting in a 30% improvement of first response time and 25% improvement of first response resolution rates.

· Streamlined the Onboarding process by implementing standardized Success Plans for diverse customer segments, ensuring a more structured approach, enhancing overall efficiency, and contributing to a 25% increase in customer satisfaction during the onboarding phase.

· Managed, led, and trained an all-star team of 1 Support Specialist and 3 strategic Onboarding Specialists.

Director of Customer Onboarding

· Owned the post-sales process and renewed over 400 annual customers, managing the process from personalized content and outreach, to strategic upselling and pricing.

· Built out the Customer Success, Onboarding, and Support functions, leading a distributed, global team of 8 Customer Success, Onboarding, and Support Specialists.

· Identified and addressed customer pain points by establishing and automating a recurring CSAT (Customer Satisfaction) campaign.

· Addressed support deficiencies by implementing a company-wide software solution for internal ticketing and client-facing communication to improve Fondo's time to first response by more than 30%, contributing to an increase in customer satisfaction and overall retention.

· Implemented a referral program to boost word-of-mouth leads and doubled Fondo's referral rate.

· Rescued high-value accounts through proactive, personalized support, defusing critical issues and strengthening relationships; mitigated churn risk and retained annual revenue.

· Collaborated with key stakeholders across Marketing, Product, Engineering, and Services teams to ensure a seamless client experience.

Director of Customer Success

· Founded Fondo's Customer Success function and managed 1 additional Customer Success Manager.

· Reduced churn in triage cases by 75% as the key point of contact.

· Segmented clients and managed relationships with Fondo's highest-value accounts.

· Quickly established structured guidelines for upselling and cross-selling to increase expansion revenue.

· Promoted quickly into a Director-level leadership role, managing a team of 8 employees across Customer Success, Onboarding, and Support.

Founding Customer Success Member

Acuity Financial Experts

· Founded Acuity's Customer Success function and managed 1 additional Customer Success Manager.

· Strengthened key relationships with clients while managing a book of business comprised of 200+ customers.

· Captured pivotal insights for product roadmap strategies by instituting consistent customer engagement initiatives, including 1:1 Onboarding sessions and implementing MarTech tools like Mailchimp for outreach.

· Played a key role in implementing a CRM software (Salesforce) for company-wide use as Acuity grew from a high-growth startup to an established small business with over 600 customers.

Visor

· Improved customer satisfaction and retention through ownership of the customer relationship management function, supporting a segment of over 200 customers.

· Increased cross-functional collaboration by implementing a shared, company-wide project management system.

· Used data to analyze and improve the Visor Customer Journey, resulting in a smoother customer experience, and improving retention and expansion rates.

· Promoted to a specialized team with international tax experience. Then developed a specialized Customer Success Manager position for CSMs with exceptional experience supporting Visor's customers through the IRS MBA audit process.

Customer Success Manager w/ Specialty Audit Support

Customer Success Manager

I help startups and small businesses achieve their big dreams 🚀 Customer Success + Onboarding | Sales | SaaS | GTM | Fintech

I am an accomplished Customer Success enthusiast helping startups and small businesses achieve their big dreams! Currently, I am actively looking for a new role in Customer Success, as well as exploring consulting opportunities within my network. 

With over 8 years of experience shaping Customer Success strategies at early-stage, high-growth startups, I have a proven track record of driving customer satisfaction and long-term retention metrics through exceptional customer relationship management. I am a fervent researcher and tech enthusiast with a passion for business solutions that make a difference. 

As a seasoned Customer Success leader with specialty expertise in Customer Onboarding and Support, I am uniquely positioned to deliver results in line with the Customer Success function across the Post-Sales journey. I consistently achieve results that drive customer and company success, whether it’s collaborating with Engineering and Product teams to build out upgraded features or partnering with third-party vendors to elevate the customer experience through powerful new tools.

I'm always open to virtual networking or sitting down for a cup of coffee! Reach out to me at hikaimoon@gmail.com if you're interested in exploring career or consulting opportunities. 

Competencies: Customer Relationship Management (CRM), Go-to-Market Strategy (GTM), Post-Sales, Startup Development, Customer Onboarding, Customer Support, Sales and Renewals, CSAT, CES, NPS, SaaS, Management, Leadership, KPIs

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The Battle

Tim Grassin

Kai Ⓜ️oon

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