Gary is a successful customer success leader and has worked in the SaaS industry for over 20 years. He has worked with some of the largest public companies and start-ups. Gary has had a front-line row to what works and what doesn’t helping others get a fast start.
Work Experience
Gary brings over 20 years of experience in Services, Success Management, and SaaS, having contributed to some of the most innovative and disruptive technology companies in the industry. His career includes leadership roles at Capgemini, Salesforce (where he supported growth from $500M to $17B), TripActions, and several dynamic start-ups.
Gary has a proven track record of driving meaningful impact, delivering success for customers, companies, and employees alike. His expertise spans global roles, managing teams of 10 people up to 400 and customer portfolios from small businesses to the most complex global organizations. As a trusted advisor to companies and individuals, Gary leverages his extensive experience to design, build, and refine systems and processes that drive exceptional customer outcomes.
Values
Integrity
Growth
Results
Mission
My mission is simple, to help people, companies, and businesses be successful and have fun along the way.
Impact
| How I can help | Experience |
|---|---|
| Reducing churn and growing accounts | * Account segmentation. * Expansion opportunity process. * Customer contract set up and negotiations. * Customer health scores and the use of AI. * Proactive risk management processes. * Accountability through compensation plans. * Renewals management. * Success management. * Tools and systems. |
| Improving cost to serve | * Organizational design and compensation design. * Scaling with AI (support, services and success) * Specialization of roles. * Talent development. |
| Creating profitable services that deliver fast time to value | * Building services products and services. * Customer contract set up and negotiations. * Improved project controls, e.g. MSSA and SOW structures. * Utilization and capacity management. * Compensation planning. * PSA tooling. |
| Operational predictability and planning | * Operational rigor end to end success process. * Renewals forecasting. * Headcount capacity planning. |
| Talent development | * Success role definitions. * Coaching, mentoring. * Compensation planning and rewards for success roles. * Skills assessments and development. * Calibration processes. |
CCO Advisor 