Eric Bonnette

Eric Bonnette

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Vice President of Global Customer Success
Chapel Hill, North Carolina, United States

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Jobs verified_user 0% verified
  • Tines
    Vice President of Global Customer Experience and Success
    Tines
    Jun 2025 - Current (1 year 4 months)
    Recruited to build and scale the global post-sales eco-system during a period of rapid company growth, aligning customer-facing teams around a unified customer journey and operating model. Driving customer value realization, retention, expansion, and operational excellence across the entire customer lifecycle. Leading an organization encompassing Customer Success Management, Customer Success Engineering, Professional Services, Technical Support, Renewals, Knowledge Management, and Training, ensuring a seamless customer experience from deployment through long-term adoption and growth.

    - Strengthened enterprise customer relationships through executive engagement, strategic success planning, and governance models that align customer
  • Ping Identity
    Vice President of Customer Success
    Ping Identity
    Jan 2024 - Jun 2025 (1 year 6 months)
    Recruited to build and scale the Americas CS organization and Global CS Operations, driving rapid growth, IPO readiness, and post-merger success. Directly responsible for 70% of global ARR, scaling revenue from $120M to $240M+ at ForgeRock and supporting a $700M+ revenue base post-merger with Ping.

    Customer-Centric & Data-Driven Decision Making
    Led the development of a digital customer success model, blending high-touch, low-touch, and tech-touch strategies. Integrated automated health monitoring, lifecycle campaigns, and predictive analytics to enhance customer engagement and expansion.

    Operational Excellence & Innovation
    Co-designed and rolled out a Customer Engagement Framework, optimizing Gainsight deploy
  • Ping Identity
    Senior Director Customer Success
    Ping Identity
    Jun 2021 - Jan 2024 (2 years 8 months)
  • Qualys
    Head of Technical Support & Customer Success Americas
    Qualys
    May 2020 - Jun 2021 (1 year 2 months)
    Led a 55+ person Customer Success and Technical Support organization across North and South America, expanding Customer Success by 55% and Technical Support by 40% in the first year. Achieved 90% Customer Satisfaction (CSAT) through scalable processes, proactive engagement, and operational excellence.

    Retention & Revenue Impact
    Drove 120%+ Net Retention Rate (NRR) and 98%+ Gross Retention Rate (GRR), contributing to the growth and stability of $200M+ in ARR through proactive risk mitigation, health scoring, and expansion strategies.

    Onboarding & Time-to-Value Acceleration
    Developed and launched a structured onboarding program, embedding KPIs to track adoption, health, and time-to-value. Established a Customer
  • Storable
    Director Global Technical Support, Customer Success, & Operations
    Storable
    Jul 2019 - May 2020 (11 months)
    Recruited to build and lead a multi-product customer success and support organization spanning payments, SaaS platforms, and website solutions — aligning multiple technical support teams following M&A integration. Developed and scaled programs to enhance customer onboarding, engagement, and retention while improving operational efficiency and driving revenue growth through proactive customer lifecycle management.

    Established a formal customer onboarding framework, accelerating time-to-value and ensuring clear customer success milestones aligned to business outcomes.

    Developed and launched customer engagement processes, creating closed-loop feedback mechanisms to capture insights and collaborate with Sales, Marketing, P
  • Cohesity
    Director Global Operations - Technical Support, Customer Success, Escalations Management
    Cohesity
    Jan 2018 - Jul 2019 (1 year 7 months)
    Recruited to establish and lead Global Operations for Technical Support, Technical Account Management, and Customer Success, ensuring scalability and operational excellence during hyper-growth. Delivered industry-leading performance, achieving 99.9% SLA adherence, 90%+ CSAT, and best-in-class NPS, while driving margin improvements exceeding 50%.

    Oversaw the administration and optimization of key SaaS platforms, including Salesforce Service Cloud, Gainsight, and Five9, enhancing operational efficiency and customer engagement.
    Designed and rolled out a comprehensive operational metrics and business analytics framework, delivering real-time visibility into CSAT, NPS, and other key performance indicators across Technical Support
  • Qlik
    Director of Technical Support and Customer Success
    Qlik
    Jun 2015 - Jan 2018 (2 years 8 months)
    Leadership across Multiple Regions: Directed Technical Support and Customer Success teams for the Americas, while overseeing Partner Management for South America, driving strategic alignment and operational efficiency across key regions.

    Operational Excellence and Efficiency Gains: Spearheaded the implementation of Live Chat, automated skills-based routing, and quality assurance programs for escalation management. These initiatives resulted in:

    CSAT improvement to 96%
    Net Promoter Score increase to 85%
    40% reduction in time to resolution
    15% deflection in support inquiries
    Customer Effort Reduction and Automation: Developed and deployed programs that reduced customer effort through automation, produ
  • Genesys Interactive Intelligence
    Sr. Global Technical Support and Operations Manager
    Genesys Interactive Intelligence
    Jun 2014 - Jul 2015 (1 year 2 months)
    • Identified to build out PureCloud's global technical support organization from ground zero. Consistently exceeding 99.9% SLA compliance, resulting in an increase in customer retention & CSAT at 95%.
    • Led the establishment of leading KPI around support and operations delivery leveraging SalesForce/ ServiceCloud in addition to Knowledge Centered Services (KCS) practices and frameworks, resulting in self serviceability with reduced customer effort and an increase in deflection of volume of nearly 15% with an upward trend.
    • Established product supportability and product intelligence centric support processes with feedback into engineering and PM leading to removal of common and impactful issues as well as embedded self serviceabil
  • Dell EMC
    Sr. Global Technical Support Manager
    Dell EMC
    Aug 2009 - Jul 2014 (5 years)
    • Developed team of 15+ global technical support engineers, operations program managers, and Elite Account Managers, resulting in customer satisfaction rating of 9.0 or higher and a 20% year-over-year increase in customer satisfaction. Reducing time to relief by 50%.
    • Developed a global staffing/capacity model with a scheduling team responsible for workflow vs incoming demand heat mapping.
    • Led the build out for customer facing 24x7 MLS and Live Chat platforms, resulting in a 95% customer satisfaction rate within the chat experience.
  • Catalina USA
    Loyalty Support Analyst Team Lead
    Catalina USA
    May 2005 - Aug 2009 (4 years 4 months)
    • SLA adherence improved from 80% to 95% +.
    • Ensured service excellence with successful completion of all customer requests and delivered customer satisfaction scores of 98% and above.
    • Implemented quality control measures and conducted periodic performance evaluations of the team which resulted in improved customer communication and resolution accuracy by 40%.
Education verified_user 0% verified
  • University of Phoenix
    BS/BA, Business Administration
    University of Phoenix
    Jan 2008 - Jan 2011 (3 years 1 month)
  • I
    A.A.S, Computer Networking Administration Systems
    ITT Technical University
    Jan 2002 - Jan 2004 (2 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • L
    Launch Chat for Data Domain Product Group
    Feb 2014 - Current (12 years 8 months)
    Offering new communication channel to EMC customers. Live Chat 24X7 with multilingual support.

    Acting lead for the strategy build out of go to market for customer facing 24x7, MLS, chat for the data domain product line within EMC. Resulted in 95% customer sat with their chat experience.
  • K
    KCS Implementation
    Mar 2018 - Jul 2019 (1 year 5 months)
    Successfully incubated and grew KCS within the support organization. Year 1: Resulted in 10% + deflection due to self service enablement, reduced time to value add for new employees, enabled identification and quantification of emerging trends to help drive ENG focus, Decreased average time to resolve by 20%.
  • S
    Skills Based Routing
    Feb 2017 - Jul 2017 (6 months)
    Through analysis of key metrics and deep dives on actual issues/client engagements we were able to identify a core set skills required for resolution and map those issues to specific individuals increasing both the output of the individuals by up to 20% in some cases and decreasing the time to resolve up to 50%. this assisted in driving CSAT to 90%+
  • E
    Employee Advisory Board
    Dec 2012 - Apr 2013 (5 months)
    Vision: The Employee Advisory Board provides a channel for input from the members of the Customer Service organization in order to maintain a best-in-class support experience for our customers and a best-in-class employment experience for all of us (managers & employees).
    EAB members act as leaders and facilitate 2-way communication from management to employees and vice versa.

    -Group of dynamic thinkers that management and employees can turn to for feedback and suggestions on improvement to deliver the best support services to our customers.

    -A group of employees that management can reach out to for feedback on topics that need a employees perspective
    -Understanding and then improving processes
    -Provide
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