Jessica Garbutt

Vice President of Customer Success

Houzz

Jul 2026 - Current (2 months)

Volunteer Crisis Counselor

The Trevor Project

Mar 2023 - Current (3 years 6 months)

• Provide real-time crisis support and de-escalation for at-risk youth through a national nonprofit organization • Demonstrate empathy, active listening, and high-stakes decision-making in sensitive situations

VP of Customer Success & Support

Crexi

Mar 2020 - Jul 2026 (6 years 5 months)

• Defined and executed the end-to-end Customer Experience strategy across onboarding, adoption, support, retention, and expansion, aligning cross-functional teams around customer outcomes • Accountable for post-sale growth and customer performance, driving NRR and expansion ARR alongside key experience and adoption metrics (NPS, CSAT, onboarding completion rate, and time-to-value) in partnership with Sales, Product, and Marketing • Scaled the Customer Success & Support organization from 6 to 50+ onshore and offshore team members, building a high-performing, customer-centric culture with strong leadership development, clear career pathways, and high team engagement • Built and operationalized the full CX infrastructure, including workflows,

Director, Client Performance

ChowNow

Nov 2015 - Mar 2020 (4 years 5 months)

• Led and scaled a team of 20+ Customer Success and Upsell Managers across multiple offices, supporting a portfolio of 12,000+ clients • Owned retention, expansion revenue, and client performance strategy, directly impacting company ARR growth • Built and operationalized upsell strategy, including forecasting models and targeted campaigns to drive expansion revenue • Developed data-driven client health programs that improved retention and reduced churn • Created Salesforce-based automation and reporting infrastructure to enable proactive, timely customer engagement • Partnered cross-functionally with Product, Marketing, Finance, and HR to align on customer strategy, compensation models, and growth initiatives • Established voice-of-customer

Client Success Manager

ChowNow

Oct 2013 - Nov 2015 (2 years 2 months)

Senior Account Manager

Allied Integrated Marketing

Feb 2010 - Oct 2013 (3 years 9 months)

• Led integrated marketing campaigns for major film studios, including Paramount Pictures and Fox Searchlight • Managed cross-functional teams and large-scale promotional initiatives from strategy through execution • Developed and executed creative marketing strategies, events, and media plans to drive audience engagement • Oversaw budgets, vendor relationships, and campaign performance metrics • Produced high-impact campaigns and experiential activations that generated earned media and audience growth

S

Co-Founder

Social Media Breakfast Los Angeles

Oct 2009 - Sep 2013 (4 years)

• Co-Founder of the Los Angeles chapter of Social Media Breakfast Club, a once-a-month networking event and speaker series in LA • Created dozens of successful social media networking and training events in LA • Pitched and secured event sponsors, hosts, speakers, and venues • Wrote and edited all event pages and promotional copy • Acted as moderator for social media panels and discussions

Account Manager

Allied Integrated Marketing

Mar 2009 - Feb 2010 (1 year)

Event Planning Coordinator

Coast Concierge Service

Sep 2008 - Mar 2009 (7 months)

• Planned and organized corporate events and weddings, and acted as personal assistant to the owner • Expanded the client base by tracking online impressions and developing new marketing tactics

Marketing Coordinator

JSP Creative

Sep 2007 - Sep 2008 (1 year 1 month)

• Spearheaded the creation of the company online newsletter and wrote/edited all messaging • Additional responsibilities included: cold calling, partnerships management, and marketing distribution

Promotions Assistant- KBIG-FM

iHeartMedia

May 2006 - Sep 2007 (1 year 5 months)

• Set up station-promoted events and acted as the liaison between KBIG-FM and listeners/event attendees • Assisted on-air talent at events and during radio show segments and managed prize distribution

About

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