Lance Howk

Owned a $10M+ portfolio across 30 strategic enterprise accounts, sustaining NRR above 115% for four consecutive years and reaching 128% in peak periods. Built org-wide QBR governance, health scoring, and onboarding playbooks, and converted 3 at-risk accounts into multi-year renewals after identifying warning signals 90 days out.

Owned post-sales customer success for enterprise Cisco infrastructure accounts, delivering onboarding, lifecycle management, adoption, and renewal outcomes in operationally critical environments. Achieved 100% on-time renewals across 11 enterprise accounts and led cross-functional escalations with sales, support, and engineering.

Led a multi-tier customer success organization across Arizona with district P&L accountability, scaling teams from 10 to 20+ engineers while maintaining SLA compliance across 1,500+ enterprise accounts. Drove CSAT from 95% to 98.5% by redesigning escalation workflows using root-cause analysis and delivering $2M+ expansion from a firmware crisis through executive engagement and cross-functional coo

Managed a 28-person distributed field operations team across five states with regional P&L accountability, delivering third-party maintenance for multi-vendor enterprise environments. Built the team and operational processes from scratch, including escalation/triage frameworks and dispatch coordination to maintain SLA compliance across the territory.

Led a 20-person remote team of customer service engineers with full people-management accountability, serving as the primary technical account contact for enterprise retail customers. Supported customers across a national kiosk network and drove team performance through hiring, coaching, and performance management.