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Josh Godwin

@joshgodwin

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I'm a Customer Success leader and professional based out of Denver, CO.

United States

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8+ years of experience leading Customer Success & Customer Support programs.
6+ years of experience collaborating closely with all business units.
A total of 12+ years of experience working directly with customers and business leaders.
Grew fintech revenue from $2.7M to $5.6M and boosted NPS by 140% YoY.
Highly proficient at evaluating, implementing, and driving the adoption of software tools.

Experience

Manager, Customer Success

Treez.io

Nov 2021 - Apr 2023 (1 year 5 months)

Managed eight Customer Success Managers handling $14M in ARR (100% of company revenue). Grew fintech revenue from $2.7M to $5.6M ARR over 12 months. Reduced support ticket response times by 12% after establishing a RACI matrix and SLAs. Improved NPS score by 140% YoY by creating playbooks, customer journey maps, and training programs for Sales and Customer Success.

Program Management People Management Revenue Retention Customer Retention Customer Success Customer Support Customer Service Customer Segmentation SAAS Customer Support Customer Success Metrics Customer Success Platforms Customer Success Management Customer Service Operations Customer Success Operations

Manager, Customer Success

Drips

May 2021 - Oct 2021 (5 months)

Led a team of eight CSMs, driving growth and retention for 60+ enterprise and mid-market accounts worth $13M in ARR (100% of company revenue).
Enhanced a custom health score system to ensure adherence to an updated ideal customer profile.
Conducted comprehensive research and evaluation of Customer Success platforms, including Gainsight and ChurnZero.

Customer Success Customer Success Metrics Customer Success Management Customer Success Operations Customer Success Platforms Net Retention User Retention Revenue Retention Customer Retention Net Dollar Retention Net Revenue Retention Gross Revenue And Net Revenue Retention

Team Lead, Customer Success

Flowhub

Mar 2020 - May 2021 (1 year 2 months)

Managed three CSMs driving aggressive retention and growth for 500+ mid-market and SMB accounts worth $6M in ARR. Acted as a player/coach, personally managing the company's most valuable accounts.
Successfully orchestrated customer-facing webinars with marketing and product teams, achieving record-breaking attendance and generating $300,000 in upsell opportunities.

People Management People Leadership Customer Success Customer Success Metrics Customer Success Platforms Customer Success Operations Program Management Project Management Agile Retention Net Retention User Retention Revenue Retention Customer Retention Net Dollar Retention Net Revenue Retention Gross Revenue And Net Revenue Retention

Team Lead, Customer Success - US Fed. Govt.

Gartner

Jun 2017 - Mar 2021 (3 years 9 months)

Led and coached a team of six CSMs driving retention and growth, managing $30M in ARR for US civilian and defense agencies with a focus on IT initiatives. Acted as a player/coach, personally overseeing the highest-value accounts.
Achieved an 18% quarter-over-quarter increase in product adoption by creating a global enablement program.

Account Management People Management People Leadership Customer Success Customer Success Metrics Customer Success Platforms Customer Success Management Retention Net Retention User Retention Revenue Retention Customer Retention Net Dollar Retention Net Revenue Retention Gross Revenue And Net Revenue Retention

Manager, Product Support

Apple

Feb 2011 - Jun 2017 (6 years 4 months)

Managed a team of 20 technical support reps., overseeing staffing, scheduling, and adherence to repair processes and internal procedures.
Created and implemented strategies to improve NPS score by optimizing appointment availability.