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Julie Stevens

@juliestevens

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I build scalable SaaS customer success organizations that improve retention, expansion, and onboarding speed.

United States

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What I'm looking for

I'm looking to lead and scale customer success in a high-growth SaaS business, building durable teams, AI-enabled operating models, and customer journeys that improve retention, expansion, and long-term growth.

At STACK Construction Technologies, I led Customer Success across implementation, professional services, support, content creation, and account management for 7,000+ customers. I grew ARR from approximately $25.9M to $31M, improved GRR from 76.9% to 81%, and cut onboarding from 90+ days to 45 days.

Across eSUB, Hoopla, SmartDrive, and Lytx, I've built and scaled customer-facing teams, improved retention and expansion, and introduced automation, health scoring, AI tooling, and scalable operating playbooks. I enjoy turning relationship-led SaaS organizations into durable, data-informed customer growth engines.

Experience

Work history, roles, and key accomplishments

Vice President, Customer Success

STACK Construction Technologies

Apr 2025 - Jul 2026 (1 year 3 months)

Owned customer success strategy across Implementation, Professional Services, Support, Content Creation, and Account Management for a SaaS platform serving 7,000+ customers. Scaled ARR from ~$25.9M to $31M, improved gross revenue retention from 76.9% to 81%, and grew expansion revenue from $1.7M to $2.2M year-over-year.

Vice President, Client Services

eSUB Construction Software

Feb 2021 - Apr 2025 (4 years 2 months)

Led client-centric strategy and built high-performing teams (Support, Consultants, and Client Success Managers) for a SaaS platform. Increased scalability by realigning activities based on market segment and ARR, driving a 50% increase in CSM book of business and improving CSAT, NPS, and client reviews.

Customer Success Client Services Support Consulting CSM Automation LMS KPIs Salesforce Zendesk Jira Confluence Pendo Tableau Power BI

Head of Customer Experience

Hoopla Software

Dec 2019 - Feb 2021 (1 year 2 months)

Led customer experience strategy for a SaaS performance-management platform. Built and led support and account management teams that increased customer engagement by 80% through quarterly business reviews and targeted communication.

Customer Experience Support Account Management Customer Engagement Salesforce NPS Customer Advocacy

Director, Customer Success

SmartDrive Systems

May 2017 - Dec 2019 (2 years 7 months)

Led a 17-person global customer success and content team for a machine-vision SaaS solution. Achieved a 98% renewal rate on managed accounts and a 60–65% upsell/attach rate on closed-won deals, exceeding upsell goals by 140%.

Customer Success Renewals Upselling Salesforce Automation Go To Market Team Leadership

Customer Success Consultant

Netradyne

Apr 2017 - May 2017 (1 month)

Established the foundation for the company's first customer success program.

Senior Manager, Client Consulting

Lytx Inc.

Jun 2004 - Mar 2017 (12 years 9 months)

Pioneered pre-sales client consulting and success strategy for a start-up SaaS solution in video telematics and driver behavior analytics. Grew from individual contributor to senior manager over 13 years, building the Client Consulting team from 3 to 14 people.

Pre Sales Client Consulting Analytics Project Management Team Leadership

Senior Program Consultant

Lytx Inc.

Jan 2013 - Dec 2014 (1 year 11 months)

Directed all aspects of large-scale deployments for commercial fleets (500–14,000 vehicles), ensuring seamless integration and client satisfaction. Consulted for Fortune 500 companies in developing customized program management plans.

Program Management Deployment Consulting

Safety & Training Specialist and Supervisor

Lytx Inc.

Jan 2004 - Dec 2013 (9 years 11 months)

Delivered 600+ training sessions, designed and launched 17 eLearning courses, and mentored clients and internal teams on customized coaching methodologies.

Training E Learning Coaching Mentoring and Coaching