Open to opportunities

Henry Simon

@henrysimon

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Experienced Director of Customer Success driving SaaS growth.

United States

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What I'm looking for

I am looking for a role that challenges me and allows for professional growth in a collaborative environment.

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

Current

Director of Customer Success and Support

Current

Rinsed

Jun 2023 - Present (1 year 11 months)

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 Leadership Customer Support Cross Selling Data Analysis Investor Relations

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.

Account Management Customer Relationship Management Team Leadership Business Strategy Escalation Management Customer Engagement Communication Skills Problem Solving Training

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.

Customer Success Mentorship Account Tracking Training Team Building Customer Engagement Communication

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 Management Government Accounts Cross Selling Customer Engagement Relationship Management Strategic Planning Communication

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.

Account Management Customer Engagement Process Development Team Collaboration Customer Retention Business Development Relationship Management Problem Solving

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.

Data Analysis Bid Management Strategic Planning Communication Problem Solving Team Collaboration Project Management Reporting

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.

Relationship Management Customer Service Communication Problem Solving Team Collaboration Technical Support Reporting

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.

Client Success Customer Retention Communication Problem Solving Relationship Building Account Management Reporting Team Collaboration Technical 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 Services Customer Service Communication Problem Solving Technical Support Relationship Management Reporting Team Collaboration

Client Support Specialist

YEXT

Jul 2016 - Dec 2016 (5 months)

Assisted clients with their inquiries and provided support to ensure satisfaction and retention.

Customer Service Communication Problem Solving Relationship Management Technical Support Reporting Team Collaboration Time Management

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.