Andrew Wilson

Head of Customer Success

Storyteller

Jul 2026 - Current (3 months)

Leading the Customer Success organization at Storyteller, focused on helping customers maximize value through successful onboarding, adoption, retention, and long-term partnership. Working cross-functionally with Product, Engineering, Sales, and Delivery/Support to deliver an exceptional customer experience while building scalable processes for growth.

Head of Customer Success

SharpLaunch

Sep 2024 - Jul 2026 (1 year 11 months)

- Lead Customer Success and Implementation functions while managing strategic enterprise accounts representing approximately 30% of company ARR

- Maintained 98%+ NRR and GRR through proactive retention, renewal, expansion, and customer engagement strategies

- Reduced onboarding time-to-value by 28% through workflow redesign, process optimization, and scalable onboarding improvements

- Built customer lifecycle programs, health scoring models, churn-risk frameworks, and CS operational playbooks to improve retention and scalability

- Partnered cross-functionally with Product, Sales, Marketing, and Engineering leadership to improve customer experience and roadmap prioritization

- Helped des

Customer Success Manager

SharpLaunch

Sep 2023 - Sep 2024 (1 year 1 month)

- Managed a portfolio of 80+ SMB and Mid-Market customers totaling approximately $800K ARR across onboarding, adoption, retention, renewal, and expansion

- Developed strategic success plans aligned to customer business goals, ROI objectives, and measurable outcomes

- Drove proactive customer engagement through Quarterly Business Reviews (QBRs), health monitoring, risk mitigation, and stakeholder relationship management to improve retention and account growth

- Partnered cross-functionally with Implementation to reduce onboarding time-to-value by 10% through process optimization and customer enablement improvements

- Identified and closed upsell and cross-sell opportunities through consultative acc

Customer Success Team Lead

Passionio

Jan 2023 - Sep 2023 (9 months)

- Promoted to Team Lead after 6 months based on performance, managing a full customer portfolio

- Managed and coached a team of 5 Customer Success Managers supporting onboarding, adoption, retention, and expansion initiatives

- Reduced refund rates from 24% to 9% between Q1–Q2 2023 through improved onboarding and customer engagement strategies

- Increased operational team capacity by 33% through workflow redesign and process optimization

- Reduced time from sale to kickoff by 50% to accelerate customer onboarding and time-to-value

- Maintained average quarterly retention rate of 83%

- Led cross-functional retention and escalation initiatives with Product and Sales leadership

Senior Customer Success Manager

Passionio

Sep 2022 - Jan 2023 (5 months)

- Managed 40 premium customer accounts across onboarding, adoption, retention, expansion, and renewal activities

- Built customer success playbooks focused on feature adoption, customer engagement, and expansion opportunities

- Supported integrations and technical troubleshooting using Zapier and third-party tools

- Helped develop customer health scoring models and churn reduction initiatives

Head of Customer Success

Vidjet

Jul 2021 - Sep 2022 (1 year 3 months)

- Partnered directly with company founders to scale customer retention and engagement strategy

- Increased NPS by 6 points within 6 months, achieving a score of 63

- Built onboarding frameworks, lifecycle automation programs, and customer enablement resources

- Developed proactive account health dashboards and workflows using HubSpot and Slack

- Led customer activation, advocacy, and expansion initiatives

Customer Outcomes (Success) Manager

Typeformcom

Jan 2020 - Jul 2021 (1 year 7 months)

- Managed 70+ Enterprise customers including several of the company’s largest accounts by ARR and seat count

- Owned onboarding, enablement, adoption, expansion, and renewal activities across strategic customer accounts

- Standardized enterprise customer playbooks to improve retention and operational consistency

- Co-created an Enterprise Customer Advocacy Program supporting retention and new business growth

Key Account Manager

Carts Guru

Oct 2019 - Jan 2020 (4 months)

- Managed strategic eCommerce accounts representing approximately 30% of total U.S. revenue

- Led onboarding, customer education, retention, and account growth initiatives

- Partnered with customers to improve adoption, campaign performance, and long-term account value

Customer Success Manager

Carts Guru

Aug 2019 - Oct 2019 (3 months)

Owned the full post-sale customer lifecycle, including onboarding, enablement, adoption, expansion, and renewal

Provided phone, email, and live chat support to 400+ active customers and prospects

Built automated customer education and churn-mitigation workflows using HubSpot CRM

Supported beta testing and QA of new features, escalating bugs and feature requests to Product and Engineering via Zendesk

Collaborated cross-functionally to improve product feedback loops and customer experience

Account Manager

Tealium

Mar 2018 - Jul 2019 (1 year 5 months)

Owned a portfolio of 35+ accounts totaling $1.7M+ ARR across Mid-Market and Enterprise

Achieved 100%+ blended retention across multiple quarters

Managed contract renewals, expansions, and commercial negotiations

Used Salesforce and Gainsight to monitor customer health and proactively mitigate churn

Partnered cross-functionally with Sales, Solutions Engineering, Legal, and Deployment teams

Built success plans, account recovery plans, and delivered QBRs to executive stakeholders

Enterprise Customer Success Manager

Reflektive

May 2016 - Nov 2017 (1 year 7 months)

Early Customer Success hire (3rd CSM) supporting a Series C SaaS company

Managed an $800K ARR enterprise portfolio, including global advertising agencies

Led onboarding, training, adoption, renewals, and upsells for enterprise customers

Defined and operationalized customer health scoring and churn risk frameworks

Built internal CS processes, templates, QBR decks, and escalation workflows

Hired, trained, and mentored 15+ Customer Success hires

Partnered with Product to formalize feature request intake and prioritization

Led customer panels and public discussions on industry best practices

Product Manager

Uversity Inc powered by TargetX

Oct 2015 - May 2016 (8 months)

A leading CRM company, TargetX acquired Uversity in July 2015 and provides an enterprise-wide solution to help colleges build relationships and advance lifelong communications with prospective students, current students, alumni and potential donors.

As PM, I guided development and prioritized the release of Uversity, Inc. products and features as an integrated module of the TargetX CRM.
• Compiled qualitative and quantitative user research with students and staff to discover client best practices and inform product roadmap
• Wrote use cases (user stories), organizing all hands testing, and bug-tracking
• Utilized bug-tracking software (Jira) and define workflow for engineering and Client Success teams to minimize e

Client Success Manager

Uversity Inc powered by TargetX

Mar 2014 - Oct 2015 (1 year 8 months)

A leading CRM company, TargetX acquired Uversity in July 2015 and provides an enterprise-wide solution to help colleges build relationships and advance lifelong communications with prospective students, current students, alumni and potential donors.

As CSM, I Managed onboarding, client relationships, renewals and upsells across a portfolio of 45+ clients worth approximately $1.1 million in ARR.
• Traveled (25-30%) to client locations for implementation, training, and quarterly business reviews.
• Ensured client success and satisfaction by clearly communicating results of predictive models and creating customized action plans for each account
• Closely monitored product usage and provide ongoing technical/feature su

Graduate Enrollment Counselor

Holy Names University

Oct 2012 - Mar 2014 (1 year 6 months)

Managed recruitment and enrollment for seven graduate programs. Constant communication with prospective domestic and International students (phone, email, Skype, in person) to explain the University and program options, advise potential new students about enrolling, costs to attend, financial aid, admission criteria, and other information facilitating student enrollment.
• Achieved 120% and 100% of overall, Fall 2013 enrollment goals (Education and MBA respectively).

Sales Development Representative

Aconex

Aug 2011 - Oct 2012 (1 year 3 months)

Australian SaaS company providing mobile and web-based collaboration technologies for project information and process management in the engineering and construction industry.
• Second SDR hire
• Created and refined strategies and processes for generating leads and selling into multi-billion dollar projects across the United States
• Trained and on boarded 5 new SDRs within 1 year
• Sourced over $1.3M in potential, new revenue across qualified leads

Client Relations Manager

TotalRewards Software Inc

Apr 2010 - Aug 2011 (1 year 5 months)

Inside client relations, sales, tech support, and marketing professional for an emerging, SaaS benefits communication platform. Worked closely with clients (free and paid) and channel partners (insurance brokers) to promote products and services as a value-add or revenue-generating alternative.
• Sourced and sold over 50 paid accounts, including the largest deal in company history (large public school district; $100k revenue).
• Designed, executed, and managed automated email marketing campaigns (Infusionsoft CRM).
• Implemented social media marketing strategy (blog, LinkedIn, Twitter, Facebook).

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Andrew Wilson

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