Rob Asscherick

Vice President of Customer Success

CaptivateIQ

Jun 2026 - Current (4 months)

Leading the next era of how our customers achieve value - across products, personas, and segments. Own renewals, expansion, long-term retention, and value realization across Enterprise, Mid-Market, SMB, and Digital CS motions, guiding customers through a measurable Customer Value Journey that connects adoption to ROI and business impact.

Vice President of Customer Success

OpsLevel

Mar 2024 - Feb 2026 (2 years)

Vice President of Customer Success at OpsLevel and a member of the executive leadership team; lead the entire post-sales
motion, including Customer Success Management, Technical Support, Implementation, and Customer Engineering. In the trenches, ground up, dirty-hands, start-up building at its best creating high performance and success through collaboration,
accountability, transparency, empathy, and fun - one team, one dream.

Head of Customer Success (Acting Vice President of Customer Success)

Catalyst Software

Jan 2023 - Mar 2024 (1 year 3 months)

Member of the executive leadership team leading all post sales teams including: Implementation, Managed/Scale Customer Success, Renewals, and Technical Support. Successfully revitalizing and executing a world-class post sales strategy to ensure we are continuously delivering significant business impact for all of our customers, across all of our teams.

Global Head of Customer Success

CircleCI

Dec 2020 - Dec 2022 (2 years 1 month)

Rebuilt and scaled high impact, sophisticated, and highly efficient global customer success organization from four to 35+. Played a key role in helping drive revenue from mid-teens to $100m+ ($1.7B valuation) across more than 14,000 paying customers globally. Drove exceptional performance across all critical metrics - NDR, GDR, and logo retention while evolving the business from a standard saas business model to hybrid consumption-driven GTM model. Built a deeply committed, highly collaborative team of A players who appreciated significant career growth and satisfaction.

Global Director of Customer Success

CircleCI

Mar 2019 - Dec 2020 (1 year 10 months)

Director of Customer Success

CircleCI

Mar 2018 - Mar 2019 (1 year 1 month)

Director, Strategic Accounts

UserZoom

Apr 2017 - Jan 2018 (10 months)

After having achieved a high level of success at Certain it was time for me to take on a new challenge at UserZoom to help evolve and add to the existing team while overseeing the NAM group of CSM's focused on our largest customers as well as our 1:many group of customers representing both ends of the customer spectrum. It was an awesome challenge to drive retention and a expansion in an inherently project-based market.

Highlights from UserZoom include;
- Evolving the focus of the group away from SME to trusted partner focused on demonstrating business value and ROI with our customers
- Improve ACV retention (subscription and services) by 15 points quarter over quarter
- Partner with my team to find creative prici

Director, Customer Success

Certain Inc

Jul 2015 - Apr 2017 (1 year 10 months)

Certain was a great opportunity to bring my experience to an industry leading company and help revitalize the customer success organization. During my time at Certain my primary focus was growing and evolving the existing team, infrastructure, processes, measures, and role in the company to one laser focused on demonstrating real, measurable business impact for our customers.
Retention is key for SaaS businesses and at Certain my team consistently delivered 90% average gross MRR retention while expanding the business with 120+% net MRR retention.

A few highlights from my time at Certain include:
- Upleveling and growing the group into a high performing, focused, results oriented team including recruiting and hiring to

Director, Customer Marketing

InsideView Inc

Aug 2014 - Mar 2015 (8 months)

After helping to build a world-class customer success organization, it was clear that the next area of opportunity for InsideView's customer success platform was to pioneer the customer marketing organization. In my years of customer success, customer marketing has always been an under serviced, yet critical component to driving retention and expansion within the customer base, as such I set out to change the face of marketing at InsideView.

My team's primary initiatives included:

- Provide foundational awareness of products and services.

- Drive retention through product adoption programs.

- Promote expansion through up and cross sell demand generation.

- Drive, leverage, and expan

Director, Customer Success - Key Accounts

InsideView Inc

Sep 2013 - Aug 2014 (1 year)

Customer Success is at the convergence of most of the functional areas of an organization; sales, marketing, product, support, services, finance and operations. As such, I ensured every department was aligned to drive down churn and increase retention and expansion.

I had the awesome opportunity to build and lead a growing team of 8 world class customer success managers in support of a $7MM book across 600+ customers ranging from small start-ups to highly complex large enterprises. Ensuring all of our tools and operating infrastructure were designed to provide the absolute highest level of service while being scalable.

In short, my focus was to ensure we were better than our competitors at making our customers successf

Senior Manager - Corporate Customer Success

InsideView Inc

Apr 2012 - Sep 2013 (1 year 6 months)

Manager - SMB Customer Success

InsideView Inc

Sep 2010 - Apr 2012 (1 year 8 months)

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Client Program Manager

TapDynamics

Jun 2009 - Jul 2010 (1 year 2 months)

Integrated Technical Project Management and Client Program Management teams, to create a unified, driven business unit focused on delivering world class project management and client support.

Protected revenue by ensuring 100% client retention.

Delivered best-in-class project deployments by consistently exceeding client expectations through more than 100 unique installation projects.

Continually reinforced the client value proposition through solid qualitative and quantitative analysis.

Designed and executed annual operating plans focused on increasing efficiencies, reducing costs, and growing revenue.

Managed partner relationships to ensure consistent focus on providing the highest le

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Technical Project Manager

TapDynamics

Dec 2008 - Jun 2009 (7 months)

Managed successful large scale deployment project of the TapDynamics service platform (hardware and software) into the largest casual dining chain in the world through the management of 400 concurrent installations across the United States.

Successfully managed multiple concurrent pilot installation projects from initiation and scope definition through completion. Ensuring the unique challenges of each project was planned for and overcome while exceeding client expectations.

Migrated the company away from its inefficient legacy process of selecting vendors for each individual project to leveraging the expertise and scalability of a national networking vendor. Led the RFP process, thoroughly vetted each potential par

Warranty Services Manager

SquareTrade

Jun 2007 - Oct 2008 (1 year 5 months)

Built full service solution network for repair or replacement of growing consumer electronic warranty portfolio consisting of over 1mm contracts.

Managed logistics for end-to-end consumer satisfaction while growing margins for the organization by dropping the cost of claim. Complete logistical management from customer contact through salvage operations of defunct units, including varying levels of IT integration with vendors and top tier SaaS CRM platform.

Managed and renegotiated existing service depot SLA's and recruited and negotiated new service facility SLA's to support increasing warranty sales.

Continually managed complete claims process from inception through final billing. Ensured every claim was h

Team Developer/Operations Specialist

GE

Feb 2004 - May 2007 (3 years 4 months)

Initiated, developed, and implemented action plans for achieving the goals of the customer service department and the company as a whole.

Led and directed a team of up to 40 associates in the fulfillment of company and individual goals through mentoring, constructive feedback, training, metric tracking, performance evaluation, goal setting, and encouragement.

Dramatically increased associate productivity and reduced a backlog of 22,000 offline issues to 0 in 3 weeks time. Established the short-term push to complete as well as a long-term solution that continued to maintain zero backlogged issues.

Managed out existing struggling Good Guys business and brought on new HHGregg electronics business to successfull

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Site Manager/Foreman

Columbine Cable Co Inc

Oct 2001 - Dec 2003 (2 years 3 months)

Led multiple crews in all facets of high quality data/voice/CATV network infrastructure installations throughout the Front Range of Colorado and Wyoming.

Assigned to complete a failing project to re-cable 20+ site high security installations and produced on-time and profitable results.

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Rob Asscherick

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