Open to opportunities

Beth Strandell

@bethstrandell

Customer Success executive scaling enterprise growth through data-driven engagement, operations, and executive partnerships in SaaS.

United States

Message

What I'm looking for

I’m looking to lead customer success at a growth-stage SaaS company—scaling enterprise adoption, expansion, and retention with data-driven engagement, strong customer health governance, and close partnership with Sales, Product, and Delivery.

I lead customer success strategy and operations to drive customer adoption, expansion, and long-term revenue growth across enterprise SaaS. I’ve scaled a $400M ARR portfolio by sustaining 108% average five-year Net Revenue Retention through scalable engagement programs, lifecycle management, and executive partnerships.

I build repeatable customer success playbooks by pairing Voice of Customer programs with operational governance and measurable outcomes. I designed a VOC program with proprietary AI analytics and a closed-loop feedback system, raised flagship product satisfaction from 3.4 to 4.0 in three years, and enabled $80M in annual post-sales services revenue through the infrastructure to run the full customer lifecycle.

I also develop high-performing teams and executive relationships to convert churn risk into growth. I’ve led global CX operations across 120+ enterprise SaaS customers, deployed integrated scorecards with automated alerts using Gainsight CS, Tableau dashboards, and optimized Salesforce, and delivered measurable recovery—converting 16 red accounts to green while improving CSAT by 22% through targeted executive interventions.

Experience

Work history, roles, and key accomplishments

Current

Senior Director of Customer Success

Current

HealthEdge

Jan 2021 - Present (5 years 6 months)

Led HealthEdge Customer Success strategy and operations for a $400M ARR enterprise portfolio, sustaining 108% average five-year Net Revenue Retention. Built VOC and executive engagement programs, implemented multi-system customer scorecards and playbooks, and grew enterprise account participation to 86%.

customer success strategy Customer Success Operations Voice Of Customer (VoC)Customer Lifecycle Management Customer Retention Expansion Strategy Capacity Planning Forecasting Segmentation NPS CSAT Tableau Salesforce AI & Analytics Path To Green

Senior Director & Account Executive

HealthEdge

Jan 2016 - Jan 2021 (5 years)

Advanced account health and revenue growth across an enterprise portfolio by partnering with customers and coordinating solutions delivery. Oversaw solution sales and program management across multiple initiatives to support renewals and expansions.

Customer Account Management Customer Retention Expansions Renewals Account Health Program Management

Manager, Product Management

McKesson Provider Technologies

Jan 2012 - Jan 2016 (4 years)

Managed product development teams for an emergency care procedure-coding portfolio and delivered the highest NPS benchmark in the product line’s history. Accelerated Agile/Scrum adoption across cross-functional teams to improve profitability and time to market.

Product Management NPS Agile Scrum Product Development Lifecycle Roadmapping

Product Manager

McKesson Provider Technologies

Jan 2003 - Jan 2012 (9 years)

Drove product portfolio strategy and lifecycle management for an emergency care EHR offering, including securing executive approval for full ACA regulatory compliance under constrained timelines. Supported customer engagement through a Customer Advisory Board and major annual conference events.

Product Management EHR Product Portfolio Management Regulatory Compliance Customer Advisory Boards Customer Events Product Lifecycle Management

Optimization Consultant

McKesson Provider Technologies

Jan 2002 - Jan 2003 (1 year)

Retained $8M in at-risk hospital accounts through targeted consulting solutions, earning the McKesson Keystone Award and runner-up Pinnacle Award for operational excellence. Built new consulting processes and a team training program, and developed a new billable service offering.

Customer Retention Account Management Training Service Offering Development At Risk Accounts