Rachel Orston

Rachel Orston

About

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Chief Customer Officer
Atlanta, Georgia, United States

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Instructure
    Chief Customer Officer
    Instructure
    Jan 2024 - Current (2 years 10 months)
    From the inception of a teacher’s lesson through a student’s mastery of a concept, Instructure personalizes, simplifies, organizes, and automates the entire learning lifecycle through the power of technology. Instructure is the LMS market share leader in both Higher Education and paid K-12, with over 15,000 global customers, representing Higher Education institutions and K-12 districts and schools in more than 100 countries.
  • CS Angel
    Founding Member
    CS Angel
    Feb 2023 - Current (3 years 9 months)
    Selected by peers and top influencers to create the world’s first syndicate of Customer Success and Customer Experience experts ready to invest in and advise startups providing tech that improve Net Revenue Retention (NRR).
  • Chief
    Member
    Chief
    Feb 2022 - Dec 2023 (1 year 11 months)
  • SmartRecruiters
    Chief Customer Officer
    SmartRecruiters
    Jun 2021 - Jan 2024 (2 years 8 months)
    Who you hire defines who you are. SmartRecruiters helps successful organizations such as Visa, Ikea, LinkedIn or Bosch attract and hire better talent than their competitors. Founded in 2010, SmartRecruiters is based in San Francisco and backed by Silverlake, Mayfield, Salesforce Ventures and Insight.
  • BetterCloud
    Chief Customer Officer
    BetterCloud
    Jun 2019 - Mar 2021 (1 year 10 months)
    BetterCloud is the pioneer of the SaaSOps movement, with more than 45K IT professionals who are embracing the new role of SaaSOps within IT organizations. BetterCloud received a strategic growth investment from Vista Equity in 2022. Other investors include Warburg Pincus, Accel, Bain Capital Ventures, Flybridge Capital Partners, and Greycroft Partners.
  • A
    Board Member
    Atomic Reach
    Apr 2019 - Mar 2021 (2 years)
    Atomic Reach is a content optimization platform that leverages state of the art artificial intelligence to automate the optimization and generation of text based marketing content. Our artificial intelligence reveals critical insights about audience reading preferences, creates personalized and higher performing content with machine learning and, eliminates significant costs and time from marketing operations with natural language generation (NLG).
  • U
    CEO
    UserIQ
    Mar 2017 - Feb 2019 (2 years)
    After years of leading customer success at one of the world's leading marketing automation platforms (and later scaling best practices across IBM's global SaaS portfolio) I joined UserIQ as CEO. In 18 months, I helped lead a team and strategy that resulted in 300% ARR growth, an additional $3M in Series A capital and 50% less churn. UserIQ grew from three G2 Crowd Reviews to over 60 - earning the company "Leader" status in G2 Crowd's 2018 Customer Success grid. Other awards during my tenure include 2017 Atlanta Business Chronicle Best Places to Work and a TAG Top 40 Innovative Company (2017 and 2018).
  • IBM
    Vice President - Client Advocacy, Watson & Solutions Portfolio
    IBM
    Aug 2015 - Feb 2017 (1 year 7 months)
    Responsible for leading SaaS growth and Customer Success across Watson, Watson Health and IBM's Solutions portfolio (Commerce, Security, Social and IOT). Reported directly to Dr. John E. Kelly III.
  • IBM
    Vice President, Global Services and Customer Adoption (Silverpop, acquired by IBM in 2014)
    IBM
    Apr 2011 - Aug 2015 (4 years 5 months)
    Responsible for creating, marketing and successfully delivering solutions that enable our customers to be wildly confident using the IBM Marketing Cloud. Responsible for the world-wide solutions delivery teams as well as the go-to-market strategy for marketing cloud services and apps. Helped mentor and grow an amazing group of leaders - many of whom are still at IBM today delighting customers.
  • C
    Founder and COO
    CoThrive Inc
    May 2003 - Jan 2011 (7 years 9 months)
    CoThrive is a start-up that helps companies make and keep commitments - all within email. Responsible for all facets of the business, including marketing, early-stage funding and acquiring strategic customers such as Microsoft and Sony.
  • EMC Computer Systems
    Marketing Director
    EMC Computer Systems
    Jan 2000 - Jan 2003 (3 years 1 month)
    Led the packaging and go-to-market strategy for storage solutions (product+service) sold into to the Media & Entertainment and Telecommunications verticals. Efforts resulted in over $300M in solution sales within 2 years of solution deployment.
  • iXL
    Director, Operations - Digital Media Group
    iXL
    Jan 1997 - Jan 2000 (3 years 1 month)
    Managed global operations for the company's Digital Media & Broadband business unit after previously launching a streaming media delivery team within iXL that was incorporated into this unit. This division rose to $50M in revenues within first year, achieving 83% gross margin and 47.5% EBITDA, most profitable of any unit.
    • Gartner Group & Credit Suisse First Boston commented “best in broadband services sector”
    • Clients included AT&T, Microsoft, Bloomberg, Financial Times, Cable & Wireless, AOL.
  • Showtime Networks Inc
    Online Programming Coordinator
    Showtime Networks Inc
    Jan 1996 - Jan 1997 (1 year 1 month)
  • Turner BRoadcasting System
    Online Manager, Turner New Media
    Turner BRoadcasting System
    Jan 1995 - Jan 1996 (1 year 1 month)
Education verified_user 0% verified
  • Georgia Institute of Technology
    Executive Masters of Management of Technology
    Georgia Institute of Technology
    Jan 1999 - Jan 2001 (2 years 1 month)
  • Northwestern University
    BS, Journalism
    Northwestern University
    Jan 1991 - Jan 1995 (4 years 1 month)
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