Cathlyn Lang
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Senior Vice President, Customer Success & Professional Services
Washington, United States
Résumé
Jobs
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Senior Vice President, Customer Success & Professional ServicesOutreachMar 2026 - Current (7 months)- Vice President, Global Customer Success & Professional ServicesOutreachApr 2025 - Mar 2026 (1 year)Lead our Customer Success & Professional Services teams to ensure customers are getting maximum value and meeting their revenue goals utilizing the Outreach platform
- Vice President, Professional Services & EducationOutreachAug 2024 - Apr 2025 (9 months)Oversee Global Professional Services team consisting of PMO, Consulting, Technical, Customer Education, Services Sales and Operations functions. Serving all market segments.
- RVP, Global Field ServicesOutreachNov 2021 - Aug 2024 (2 years 10 months)Responsible for global Enterprise field services delivery and services sales
- Practice Director, Professional ServicesOutreachJul 2020 - Nov 2021 (1 year 5 months)Led Enterprise field services for North America.
Outreach is the #1 Sales Engagement Platform, the first and only unicorn in the rapidly growing sales engagement category. Outreach accelerates growth by optimizing every interaction throughout the customer lifecycle. The platform manages all customer interactions across email, voice and social, and leverages machine learning to guide reps to take the right actions.
Thousands of customers, including Cloudera, Glassdoor, Pandora, and Zillow, rely on Outreach to drive predictable and measurable growth, increase efficiency and effectiveness of customer-facing teams, and improve visibility into sales activity and performance. Outreach is a privately held company based in - Director, Customer EnablementGreenbitsOct 2018 - Mar 2020 (1 year 6 months)Led a team that implements customers on Greenbits point-of-sale (POS) software and delivers consulting services that optimize retail operator success and compliance. Continuous focus on developing the skills, services portfolio, and methodology improvements that yield adoption, compliance, profitability, and outstanding customer satisfaction in one of the most dynamic and fastest growing industries in the world.
- Director of Professional ServicesBlackbaudOct 2013 - Apr 2018 (4 years 7 months)Led the professional service business of our Digital Marketing, CRM, and Financial Solutions with a focus on developing efficient implementation and outcome based services, building highly engaged teams, and delivering profitable services that rate the highest in customer satisfaction.
• P&L responsibility > $20M.
• Grew contribution margin by 24% in 2017
• Increased revenue 91% for digital marketing services
• Won the TSIA “Vision Award” in 2014 for developing a highly scalable, efficient services methodology that resulted in over $1M in cost savings. - Consulting Services ManagerBlackbaudFeb 2011 - Oct 2013 (2 years 9 months)Led a team of consultants for our SaaS digital marketing services business. Developed an innovative, highly scalable, and efficient consulting model that resulted in significant cost savings and an improved customer experience.
Manager of the Year - 2012 - PMO ManagerBlackbaudJan 2010 - Jan 2011 (1 year 1 month)Led a team of 12 Project Managers, and was responsible for developing a consistent project delivery methodology that yielded high customer satisfaction. Managed all project assignments, 'time to live' reporting, and revenue performance.
- Financial Operations ManagerBlackbaudJan 2009 - Dec 2009 (1 year)Delivered process and program enhancements to Professional Services by managing financial P&L, guidance forecasting, and budgeting. Interfaced between finance and professional services for all Sphere SaaS deliveries. Facilitated key SAP operations impacting invoicing, contracting, reporting, and expenses.
● Provided thought leadership for revenue recognition policies.
● Conceptualized and executed processes and procedures that promoted operational efficiencies. - Director, Professional Services OperationsBlackbaudMay 2005 - Dec 2008 (3 years 8 months)Oversaw the daily operations, financial reporting and analysis, and policies & procedures for the Professional Services business. Helped develop SaaS revenue recognition guidelines and procedures for Services. Partnered with finance to provide monthly forecasts and milestone billing updates.
- Project ManagerBlackbaudApr 2003 - May 2005 (2 years 2 months)Documented project requirements, built websites, managed project plans, developed scopes of work, functional specifications, and managed risk. Developed fundraising and online communication strategies. Delivered quality projects within budget and ahead of schedule. Portfolio included UNICEF, KPBS, Children’s Hospital San Diego, and Best Buddies International projects.
- Inside Sales ConsultantThomson ReutersAug 1999 - Feb 2003 (3 years 7 months)Sold stock market software for one of the world's leading financial information providers.
Responsibilities included prospecting new clients, relationship management, selling to a spectrum of market buyers and sellers which include Investment Bankers, Traders, Brokers, and Portfolio Managers. Formulated weekly sales reports, obtained further sales experience, and increased ability to find solutions to customer pain points with the Thomson Financial solution
Education
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- Public Policy AnalysisUCL
- Lincoln SchoolLincoln School
- Bachelor of Arts - BA, Public PolicyHamilton College
Awards
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- ITSIA Vision AwardIssued by Technology Services Industry Association TSIAWinner of the "game changing idea in technology services that advances our industry and shapes emerging trends”.
- IManager of the YearIssued by Blackbaud Professional Services