Open to opportunities

lee Baptiste

@leebaptiste

Senior Customer Success & SaaS Implementation leader delivering executive-ready deployments, retention, and AI-powered workflow adoption.

United States

Message

What I'm looking for

I’m looking to lead enterprise SaaS and AI platform implementations end-to-end—building executive relationships, preventing churn, driving expansion ARR, and using AI tools to scale white-glove success through real customer partnership.

I’m a Customer Success and Implementation leader with 12+ years driving enterprise SaaS and technology platform adoption—owning the full deployment lifecycle from kickoff through go-live, adoption, and renewal. I translate “infrastructure-grade technical rigor” into the same deployment discipline that drives SaaS and AI platform adoption, especially in complex, multi-stakeholder environments.

Known for building lasting executive relationships and proactive churn prevention, I deploy AI-powered workflows that scale white-glove success without sacrificing personalization. In my current role as a Senior Customer Success Manager (SmartCon Solutions), I’ve maintained 95%+ net revenue retention across a $12M+ enterprise SaaS and IoT portfolio, generated $1.5M+ in expansion ARR, and kept customers on track by managing project timelines and stakeholder expectations across multi-site, global accounts.

I also bring a consultative, repeatable approach to enterprise expansion and enablement—reducing operational friction with predictive analytics, eliminating 15+ hours of manual engineering work per month per account through cloud platform migrations, and increasing adoption confidence through group training and 1-on-1 enablement. Earlier, I led OpenBlue AI platform rollouts at Johnson Controls and built CS infrastructure from zero at a Series A startup—turning health scoring and SQL/Tableau insights into retention improvements and expansion conversations.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

SmartCon Solutions

Apr 2024 - Present (2 years 3 months)

Owned end-to-end enterprise SaaS and IoT implementation from kickoff through go-live, maintaining 95%+ net revenue retention across a $12M+ portfolio. Deployed AI-powered predictive analytics to reduce client operating costs and drove $1.5M+ in expansion ARR through upsell opportunities.

SaaS Implementation Enterprise Onboarding Net Revenue Retention Predictive Analytics Project Milestone Management Upsell Change Management

Strategic Account Manager

Johnson Controls

Apr 2022 - Mar 2024 (1 year 11 months)

Led end-to-end rollout of the OpenBlue AI platform across multi-site enterprise facilities, managing implementation timelines, dependencies, and stakeholder expectations. Built a replicable implementation framework with compliance-focused service agreements to reduce renewal risk and expand recurring revenue.

Enterprise Implementation Multi Site Go Live Readiness

Senior CSM / Pre-Sales SaaS Consultant

DidLogic / Voiso

Jun 2020 - Jan 2022 (1 year 7 months)

Built customer success and pre-sales capability from zero across 15+ global enterprise SaaS accounts, including onboarding playbooks, QBR frameworks, health scoring, and retention cadences. Used SQL and Tableau reporting to create expansion conversations and conducted 200+ product demos and implementation walkthroughs.

customer success strategy Health Scores SQL Tableau Pre Sales Stakeholder Management

Senior CSM — Enterprise Mobility

OnePlus

May 2018 - Jun 2020 (2 years 1 month)

Managed a multi-site enterprise portfolio, driving 30% territory revenue growth and $3M+ in repeat revenue through proactive health monitoring and executive business reviews. Developed individualized success plans with ROI milestones, deployment timelines, and stakeholder maps to drive expansion.

Enterprise Portfolio Management Customer Health Monitoring Executive Business Review Success Planning ROI Expansion Strategy Multi Site Stakeholder Management

Manager, Customer Success Enablement

Microsoft / Nokia

Sep 2012 - May 2018 (5 years 8 months)

Led a regional customer success team through structured onboarding and implementation of Microsoft enterprise platforms using 30-60-90 day deployment frameworks. Built pipeline reporting and KPI dashboards to support data-driven coaching and improve weekly forecast accuracy.