Marta Altree

Vice President of Customer Success

OpenSesame

Feb 2023 - Current (3 years 7 months)

VP of Customer Success at OpenSesame with 15+ years owning post-sale strategy, retention, and expansion outcomes across all market segments. Architected and scaled the global Customer Success operating model to support 5X revenue growth. Reimagined the customer lifecycle and value realization framework, increasing NPS from 40 to 76 while reducing churn by 5%. Established scalable CS infrastructure - including CS Operations, health scoring, and digital journeys —improving organizational efficiency by 15% and enabling proactive, data-driven executive decision-making.

Senior Director of Customer Success

OpenSesame

Oct 2020 - Feb 2023 (2 years 5 months)

Scaled the Customer Success team from 13 to 28 members, formalizing upsell motion and delivering 204% upsell goal in first year. Launched a Professional Services function within the Implementation Team, achieving onboarding NPS of 70. Established the first Customer Success Operations role and charter, leading to a 15% increase in CSM efficiency. Led company-wide OKR development, tracking, and reporting. Founded Senior Management program focused on succession planning and execution of company plan.

Director of Customer Success

OpenSesame

Apr 2019 - Oct 2020 (1 year 7 months)

Built the CS organization from early stage 5 FTES to 13 CSMs overseeing doubled revenue growth. Redesigned customer journey focused on success plans, resulting in 5% churn rate decrease, 110% NRR, and NPS of 73. Developed CSM onboarding reducing ramp time by 50%. Scaled SMB accounts strategy to an automated self-serve model reducing resources need by an FTE. Designed and implemented robust health scoring in Gainsight, allowing for early risk detection and mitigation.

Customer Success and Account Director

Jama Software

May 2017 - Apr 2019 (2 years)

Responsible for team onboarding, processes, and ongoing enablement. Developed key account expansion strategy resulting in 160% upsell goal achievement. Implemented at risk and closed lost tracking analysis, reducing churn rate by 6%. Developed customer engagement framework to scale and standardize customer journey. Established account plans and QBR templates across Sales and Customer Success.

L

Co-organizer

Leading Customer Success PDX

Sep 2016 - Oct 2020 (4 years 2 months)

Co-organizer of a Customer Success leadership group for West Coast professionals to collaborate around CS best practices.

Senior Customer Success and Team Enablement Manager

Jama Software

Jun 2015 - May 2017 (2 years)

Managed a portfolio of enterprise accounts from onboarding to renewal, consistently exceeding 95% retention rate and 120% growth goals. Designed and delivered training programs around success planning, churn analysis, ROI strategies, and product proficiency. Led a cross-functional working group to define and deliver a go-to-market strategy for a new enterprise deployment model.

Manager of Customer Success

Faria Education Group

Jul 2012 - Jun 2015 (3 years)

Led Customer Success team to 95% retention rates and 65 NPS score through scaling onboarding programs and increasing operational efficiency. Established team charter and success metrics for organizational reporting. Developed competency model and individual development plans with 100% employee retention.

Customer Success Manager

ATLAS

Jul 2011 - Jul 2012 (1 year 1 month)

Managed a book of accounts with 97% retention rate. Identified and mitigated product, adoption and renewal risks. Designed and delivered online and onsite training programs to meet client success plans. Collaborated across Sales, Services and Marketing teams on customer engagement and account retention strategies.

Adjunct Instructor

University of Phoenix

Apr 2009 - Jul 2011 (2 years 4 months)

Taught General Education associate and bachelor level courses. Consistently scored in top 10% for effective course development and instruction. Designed and implemented course syllabi, material selection, instructional methodology, and evaluation systems.

Marketing Project Manager

ZRT Laboratory

Apr 2009 - Jul 2011 (2 years 4 months)

Defined and managed digital marketing projects aimed at lead generation and brand recognition. Implemented search engine optimization strategy encompassing website content redesign, PPC campaigns, and authority building, increasing website traffic by 35% and conversion rates by 40%.

F

Operations Manager

Future Formulations

Mar 2006 - Apr 2009 (3 years 2 months)

Responsible for business operations and executive support to President. Introduced cross-functional processes between sales, shipping, and customer service departments increasing order accuracy to 99% and reducing order processing time by 50%.

P

Corporate Trainer

Pacific Coast Restaurant Group LLC

Sep 2003 - Mar 2006 (2 years 7 months)

Trained new and existing staff in corporate policies and procedures in local and Pacific Northwest stores. Actively participated in development of training materials and procedures for new store openings.

About

Detail

Timeline

Résumé