Open to opportunities

Eric Olson

@ericolson

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Customer Success leader driving retention, adoption, and enterprise growth.

United States

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What I'm looking for

I seek a customer-success leadership role where I can drive adoption, retention, and growth through strategic partnerships, data-driven programs, and cross-functional collaboration in a mission-driven, growth-oriented company.

I am a Customer Success Manager with 17+ years in SaaS and enterprise accounts, skilled at building customer success functions from the ground up, scaling adoption, and aligning customer outcomes with revenue. I partner with executives and cross-functional teams to drive renewals, expansions, and customer advocacy.

In recent roles I expanded portfolios to manage multi-million dollar enterprise accounts, maintained near-perfect retention rates, and delivered data-driven insights to mitigate churn and identify growth opportunities. I have led teams, implemented renewal and health-scoring practices, and conducted executive training and QBRs to improve customer outcomes.

I hold certifications in Customer Success Management, NLP & Coaching, and Microsoft Excel/PowerPoint, and I bring a consultative, results-focused approach to early-stage startups and established enterprise clients looking to modernize operations and maximize product adoption.

Experience

Work history, roles, and key accomplishments

Principal Customer Success Manager

Private Consulting

Sep 2019 - Dec 2024 (5 years 3 months)

Built customer success functions for early-stage startups, increased retention through strategic initiatives and onboarding, and grew portfolios ranging from 10 to 500+ global accounts driving millions in ARR.

Customer Success Onboarding Retention Strategy Account Expansion Digital Transformation Stakeholder Engagement

Senior Customer Success Manager

OneStream Software

Feb 2023 - Feb 2024 (1 year)

Managed a $10M enterprise portfolio as the go-to product expert, maintained 100% client retention through tailored adoption strategies, and drove renewals and customer advocacy.

Customer Success Account Management Onboarding Renewals Stakeholder Management Training Customer Advocacy

Customer Success Lead

LiveAction

Nov 2015 - Jul 2019 (3 years 8 months)

Led CSM team to exceed quarterly account growth targets (110%+), implemented renewal management and health scoring, and achieved 97% retention across a 150-account portfolio.

Team Leadership Renewal Management QBRs Data Analysis Retention Cross Functional Collaboration Customer Advocacy

Enterprise Customer Success Manager

UserTesting

Mar 2014 - Nov 2015 (1 year 8 months)

Exceeded quota at 120% by implementing strategic success plans, grew an enterprise account from $50K to $950K, and managed a portfolio exceeding $4M in annual revenue.

Enterprise Account Management Upselling Strategic Planning Quota Attainment Success Planning Revenue Growth Client Relationships Metrics Analysis

Lead Account Manager

Digital Air Strike

Jun 2009 - Mar 2014 (4 years 9 months)

Directed a team of 15 account managers, reduced churn from 6.2% to 3.3% in eight months, managed 125 accounts, and improved customer retention by 43% through issue resolution and upselling.

Team Management Account Management Upselling Customer Retention Performance Coaching KPI Tracking