M
Michael Maron
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Vice President, Global Accounts (Customer Success) for WordPress VIP
United States
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Vice President, Global Account Management for WordPress VIPAutomatticMar 2024 - Current (2 years 7 months)Lead the global Customer Success organization responsible for retention, renewals, and expansion across Automattic’s enterprise WordPress platform (WordPress VIP).
• Lead a 45-person global organization spanning Technical Account Managers, Relationship Managers, and Scaled Customer Success
• Transformed Customer Success from an advisory TAM model into a commercially accountable organization responsible for renewals and expansion
• Improved GRR and NRR
• Built and launched a Scaled Customer Success motion supporting 400+ customers- Director, US Enterprise Customer SuccessVMware TanzuAug 2022 - Jan 2024 (1 year 6 months)• Oversee 4 teams of CSM’s and managers covering the largest and most strategic customers in the USA for VMware’s Modern Apps business (Tanzu, previously Pivotal Software) – protecting $440m+ of ARR in total
• Led the teams to collectively achieve an average 94% GRR, 115% NRR, $200m of renewals annually by the end
• My teams and I own all post-sale activities – including overseeing onboarding, account
management, adoption, value realization, customer advocacy, support escalation, customer satisfaction, business development, feedback loops to product, QBRs, churn mitigation, renewals, and identification of expansion opportunity
• Close cross-functional collaboration with Sales, Solution Engineering, Professional Services, - Director, Customer SuccessVMware TanzuDec 2019 - Aug 2022 (2 years 9 months)• Manage two teams of CSM’s covering the Central and the US Enterprise Healthcare vertical – 12 CSM’s protecting $140m of ARR in total
• Led the teams to collectively achieve $63m of renewals in 2021, 92% gross revenue retention, 115% net revenue retention, and 140% of quota
• Grew teams by 100% - coaching and mentoring IC’s and managers on how best to ensure our customers receive the value they expect from our products and services, and ultimately renew/expand their kubernetes footprint with Tanzu - Senior Strategic Customer Success ManagerPivotalOct 2017 - Dec 2019 (2 years 3 months)[IPO'ed, and later acquired by VMware, rebranded to VMware Tanzu]
• Own the post-sale success of the customers in my patch, drive value realization, renew & expand
• 127% renewal rate as an IC CSM – garnering +27% expansion and protecting $26m of ARR
• Grew the team from 10 CSM’s globally, to 150 CSM’s after 6 years – leading the development
of processes, operations, and playbooks, where we had very little rigor when I joined
• As a senior member and thought leader on the team, I founded, developed, led, and coached
teammates on new practices that are now core fundamentals to how our CSM team operates –
including Value Stream Analysis, Customer Journey, and 90 Day Onboarding practices
• Coach CSM’s on - Associate Director of Client SuccessEze Software GroupMay 2017 - Oct 2017 (6 months)• Managed our Midwest CSM team, covering all customers in the Central US
• Hired, trained, managed, and coached new CSM’s - Associate Director of ConsultingEze Software GroupJan 2016 - May 2017 (1 year 5 months)• Managed a consulting team covering all West Coast clients, providing software implementation services and ongoing project coverage for hedge funds and institutional asset managers
• Coached, educated, and oversaw direct reports, providing guidance on best practices around relationship management, project management, and escalation of critical production issues
• Focused on fostering a positive work environment for my team and the people we worked closely with through recognition, effective goal setting, and an emphasis on collaboration and culture
• Served as the main escalation point for high level and complex client concerns over product deficiencies, service delivery, and the overall relationship
• Oversaw numerous - Senior Business ConsultantEze Software GroupDec 2011 - Jan 2016 (4 years 2 months)• Ran all project management, relationship management, and production support for hedge funds and other asset managers in a fast paced, highly time-sensitive, and demanding work environment
• Led large scale implementations of investment platforms used to manage all aspects of the trade life cycle – from idea generation to downstream processing and settlement
• Gathered business requirements and set the stage for success upon project kickoff, while identifying and building strong relationships with key stakeholders at all levels
• Managed client and third party expectations through clear communication and strong project planning; guided firms to successful product adoption through a consultative approach
• Maintained a c - Project Manager/Implementation ServicesEpicJan 2010 - Dec 2011 (2 years)• Traveled to large medical organizations across the country to manage projects and lead teams to successfully implement a centralized system of electronic medical records
• Led demos, information gathering sessions, and high-profile meetings attended by large groups of key stakeholders to guide decision making processes around configuration and workflows
• Developed and maintained close professional relationships with healthcare management at all levels (from doctor to CFO), medical professionals, third-party vendors, and project teams
Education
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- Bachelor, Business Administration; Finance; Hospitality Management MinorUniversity of Central FloridaJan 2003 - Jan 2009 (6 years 1 month)