# Christopher Nordman

Christopher Nordman is a remote worker on Himalayas, Head of Customer Success at ContractSafe, based in United States.

Source: https://himalayas.app/@christophernordman

```text
Customer Success Executive at ContractSafe, where I built AI agents used daily by every CSM.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Job categories | Customer Success Executive, Customer Success Director, Customer Success Manager |
| Skills | Customer Success, Customer Retention, Gross Revenue And Net Revenue Retention, Net Revenue Retention (NRR), Customer Success Operations, Scaled Customer Success, Tech Touch Customer Success, AI Agent Workflows, Conversational AI, Customer Support, Renewal Planning, Health Scores, Churn Analysis, At Risk Customer Retention, Expansion Revenue |
| LinkedIn | https://linkedin.com/in/cnordman |

## About

```text
At ContractSafe, I grew Customer Success from 2 to 11 and held 91% GRR across about 2,000 accounts. I also launched an expansion motion that reached 120% of plan in its first year.

I built eight AI agents that CSMs use daily to prepare for accounts and identify customers who need outreach, doubling customer touches per CSM. I also deployed Scout, an in-app support agent that answers 65% of customer chats without a human.

At Panoply.io, I built an end-to-end Customer Success organization spanning onboarding, adoption, renewals, expansion, and technical support. I improved CSAT to 100% and reduced churn requests 18% year over year.

Earlier, I created Customer Success organizations and programs at ClearVoice and Blippar, improving NPS, time-to-value, response times, and product adoption. At RevolutionParts, I led seven CSMs responsible for onboarding, training, and customer adoption.
```

## Experience

### Head of Customer Success (current)

ContractSafe. Feb 2023 - Present

```text
Grew the department from 2 to 11 and promoted 3 people into senior roles. Held 91% GRR across ~2,000 accounts, contributing to 3x ARR growth.
```

Skills: Customer-Success, Team-Leadership, GRR, Expansions, AI-Agents, Churn-Analysis, Customer-Feedback, Coaching

### Director, Customer Success

Panoply.io. Jul 2020 - Feb 2023

```text
Built an end-to-end Customer Success organization spanning onboarding, adoption, renewals, expansion, and technical support. Improved CSAT to 100% and reduced churn requests 18% year over year.
```

Skills: Customer-Success, Technical-Support, Onboarding, Adoption, Renewals, Expansions, CSAT, Churn-Reduction

### Manager, Customer Success – Onboarding

[RevolutionParts](https://himalayas.app/companies/revolutionparts). Apr 2019 - Mar 2020

```text
Led a team of seven CSMs responsible for onboarding, training, and customer adoption. Generated an average of $28K in monthly expansion revenue through successful onboarding.
```

Skills: Customer-Success, Onboarding, Training, Adoption, Expansion-Revenue, CSAT

### Director, Customer Success

ClearVoice. Apr 2017 - Oct 2018

```text
Created the company's first Customer Success organization and built repeatable processes across onboarding, adoption, and expansion. Improved NPS by 55% and reduced time-to-value by 46%.
```

Skills: Customer-Success, Onboarding, Adoption, Expansions, NPS, KPI-Reporting, Customer-Engagement

### Head of Customer Success

Blippar. Feb 2015 - Apr 2017

```text
Built the first global Customer Success organization supporting SaaS customers across the US and APAC. Improved first response time 5x and resolution time 2x while reaching a 100% approval rating.
```

Skills: Customer-Success, Onboarding, Customer-Education, Lifecycle-Management, Product-Communication, APAC

### Intake Coordinator

PRO Unlimited (Genentech)

```text
Coordinated intake processes.
```

### Project Manager

RR Donnelley

```text
Managed projects.
```

### Supervisor, Client Services / Campaign Manager / Associate Account Manager

Pandora Media

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Supervised client services and managed campaigns and accounts.
```

## Education

### California State University, Chico

Bachelor of Arts, Communication Studies

Activities and societies: Minor in Leadership Studies

```text
Earned a Bachelor of Arts in Communication Studies with a minor in Leadership Studies.
```

## Tech stack

- Fathom
- Tableau
- Salesforce
- Intercom
- Zendesk
- HubSpot
- Pendo
- Vitally
- Dust
- ChatGPT
- Claude

To contact Christopher, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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