Brian Bosader
@brianbosader
Senior customer success leader driving adoption, renewals, and AI-powered enablement in complex regulated industries.
United StatesWhat I'm looking for
I build customer relationships that last by giving people a clear, confident path from first conversation through long-term adoption. I’ve spent my career working with customer teams in complex, regulated industries, helping them understand what’s possible, get their people onboard, and see value quickly—while staying steady, practical, and outcome-driven.
Most recently as a Senior Customer Success Manager, I led a $2.5M enterprise portfolio, achieved 125% NRR, and restored executive trust through a multi-month critical incident response that unlocked organic expansion. I’ve also led large-scale enablement, selected to drive internal AI adoption by designing and generating a monthly AI-powered 1:many enablement platform, and improved onboarding and compliance workflows (HIPAA, SOC 2) to reduce time-to-value. Earlier roles included Senior Customer Success Engineer & Quality Coach work—architecting a Level IV Quality Coach program and coaching a 15-person team to raise CSAT to 99%—and technical customer liaison leadership through SEV1 incident response and root-cause reviews.
Experience
Work history, roles, and key accomplishments
Managed a $2.5M enterprise SaaS portfolio across healthcare, fintech, and biotech, achieving 125% NRR and 25% YoY growth. Led a multi-month incident response, improved HIPAA/SOC 2 time-to-value, and launched monthly AI-powered enablement to accelerate adoption and expand data from 10 PB to 18 PB.
Managed an at-risk enterprise portfolio across Fortune 100–500 and Federal/local government, maintaining 95%+ CSAT while owning KPIs including TTR, NPS, and churn. Architected the Level IV Quality Coach program, coached a 15-person team (CSAT 94% to 99%), and implemented data-driven playbooks that reduced TTR 10% and improved adoption 15%.
Principal Customer Success Engineer III
EMC
May 2011 - Jan 2017 (5 years 8 months)
Managed Fortune 100–500 and Federal/local government SaaS accounts, driving license renewals, upgrades, and infrastructure modernization. Led SEV1 incident response during a major healthcare outage with 18 hours of onsite leadership and reduced downtime incidents by 15% through proactive cross-functional technical strategy.
Education
Degrees, certifications, and relevant coursework
Boston University
Information Technology Certification, Information Technology
Earned an Information Technology certification from Boston University.
Microsoft
Microsoft Certified Professional, Information Technology
Earned the Microsoft Certified Professional certification.
Framingham State University
Business Administration, Business Administration
Studied Business Administration at Framingham State University.
Dell EMC
Dell EMC Proven Professional (PowerMax, VMAX, Networker), Storage Technologies
Earned the Dell EMC Proven Professional certification (PowerMax, VMAX, Networker).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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