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Ben Hong

@benhong

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Customer Success Director with extensive experience in operational leadership.

Canada

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What I'm looking for

I am looking for a role that values customer-centric strategies and fosters team collaboration, with opportunities for professional growth.

I am a seasoned Customer Success Director with a robust background in driving impactful customer-centric programs across various technology sectors. My recent role as Vice President of Customer Experience at a Generative AI startup allowed me to build comprehensive customer experience programs from the ground up, successfully recruiting 40 pilot customers within just five months. I thrive on exceeding performance metrics and boosting revenue growth by delivering exceptional customer experiences.

Previously, I led the strategy and execution of global customer experience at Miovision, an AI traffic optimization company, where I achieved remarkable results, including a Net Promoter Score (NPS) of 67 and customer satisfaction ratings as high as 95%. My leadership has consistently resulted in improved customer retention and satisfaction, with a focus on operational excellence and team development. I am passionate about fostering lasting client relationships and elevating organizational success through cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Vice President, Customer Experience

Augmenta

Nov 2023 - Nov 2023 (0 months)

Led the development of customer experience programs, exceeding performance metrics and driving revenue growth. Successfully recruited 40 pilot customers in 5 months and managed revenue operations.

Customer Success Management Generative AI Revenue Operations Customer Onboarding Customer Support Performance Metrics Cross Functional Collaboration

Director, Digital Customer Experience

Miovision

Dec 2021 - Jul 2023 (1 year 7 months)

Led global customer experience strategy, achieving high performance in NPS, CSAT, renewals, and revenue growth. Improved time-to-activation significantly and enhanced employee satisfaction.

Customer Experience Strategy NPS CSAT Revenue Customer Support Professional Services Customer Retention Team Leadership Data Analysis

Director, Customer Experience

Rose Rocket

Aug 2020 - Jan 2022 (1 year 5 months)

Optimized customer experience strategy, leading to significant improvements in customer ratings and retention metrics. Achieved high customer satisfaction and reduced time-to-value.

Customer Satisfaction Performance Metrics Team Leadership Data Driven Decision Making Customer Retention

Sr. Director, Customer Success & Education

Coveo

May 2017 - May 2020 (3 years)

Enhanced customer retention and satisfaction by leading Customer Success and Education Services. Achieved high performance in renewals and employee engagement.