Henry Simon
@henrysimon
Experienced Director of Customer Success driving SaaS growth.
United StatesWhat I'm looking for
I am a results-driven Director of Customer Success with a proven track record in scaling SaaS businesses. At Rinsed, I successfully managed over 20 employees and played a pivotal role in increasing our annual recurring revenue from under $1 million to over $20 million. My strategic initiatives led to a remarkable 134% net revenue retention rate in 2024, showcasing my ability to foster customer loyalty and drive growth.
Throughout my career, I have consistently focused on enhancing customer experiences and operational efficiency. I implemented a Customer Success Platform that significantly improved account tracking and health scores, and I reduced support response times from 1-2 business days to under 3 hours. My experience at MURAL and YEXT further honed my skills in managing customer life cycles and developing scalable processes, ensuring that I can contribute effectively to any team.
Experience
Work history, roles, and key accomplishments
Director of Customer Success and Support
Rinsed
Jun 2023 - Present (3 years)
Leading a team of over 20 employees in Customer Success Management, Support, and E-commerce Growth. Successfully scaled business functions from under $1 million to over $20 million ARR, achieving 134% NRR for 2024 and maintaining a high eNPS score.
Customer Success Management, Team Lead
Rinsed
Jan 2023 - Jan 2024 (1 year)
Served as the primary contact for major accounts, crafting business strategies for Customer Success Managers and acting as the escalation point for customer issues.
Founding Customer Success Manager
Rinsed
Jun 2022 - Jan 2023 (7 months)
Established foundational playbooks for Customer Success and Support, implemented tracking systems for account health, and mentored new hires.
Enterprise Account Manager, Governments
MURAL
Apr 2022 - May 2022 (1 month)
Managed the customer life-cycle for government accounts, overseeing a book of business worth over $400,000 and identifying significant revenue potential.
Account Manager (Founding Team Member)
MURAL
Apr 2021 - Feb 2022 (10 months)
Supported a significant book of business, developing systems and playbooks to enhance customer engagement and team processes.
Senior Analyst, Global Bid Desk
YEXT
Sep 2019 - Apr 2021 (1 year 7 months)
Analyzed global bids and supported enterprise clients, contributing to the overall success of the company’s bid strategy.
Senior Client Support Specialist - Enterprise
YEXT
Jan 2019 - Oct 2019 (9 months)
Provided high-level support to enterprise clients, ensuring their needs were met and fostering strong relationships.
Client Success Manager – Mid Market
YEXT
Jul 2017 - Jan 2019 (1 year 6 months)
Managed client success for mid-market accounts, ensuring satisfaction and retention through effective communication and support.
Enterprise Support Specialist
YEXT
Dec 2016 - Jul 2017 (7 months)
Provided support for enterprise clients, addressing their needs and ensuring a high level of service.
Client Support Specialist
YEXT
Jul 2016 - Dec 2016 (5 months)
Assisted clients with their inquiries and provided support to ensure satisfaction and retention.
Education
Degrees, certifications, and relevant coursework
Bates College
Bachelor of Arts, Philosophy
2012 - 2016
Activities and societies: Varsity Men’s Swimming & Diving; TakeNote Acapella; Tour Guide
Studied Philosophy with a minor in Chinese. Participated in study abroad programs in Shanghai and Beijing. Engaged in extracurricular activities including Varsity Men’s Swimming & Diving, TakeNote Acapella, and served as a Tour Guide.
Horace Greeley High School
High School Diploma
2008 - 2012
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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