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Madison Harris

@madisonharris11

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Built and led a CS function while managing a book of business from seed stage to Series B.

United States

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At BOBYARD, I manage a small team of Full-Stack CSMs responsible for revenue retention and expansion. During the team’s hiring and ramping period, we achieved 94.5% GRR and 99.5% NRR; I personally achieved 99.5% GRR and 107.5% NRR in Q1 2026.

I also closed BOBYARD’s largest deal to date, expanding an enterprise account from $12K ARR to a $180K deal. As the founding CSM, I built the onboarding process and reduced time to value by 39%, from 18 to 12 days.

Earlier, at GRIDMATRIX, I owned customer accounts valued at $520K, maintained 100% customer retention, and increased revenue by 15% through expanded scopes. At Apple, I developed capacity plans and should-cost models for speaker programs, identifying $25M in savings opportunities.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

Bobyard

Oct 2025 - Present (1 year)

Managing a small team of Full-Stack CSMs to own all revenue retention and expansion, achieving team average of 94.5% GRR and 99.5% NRR. Hired and trained 3 CSM team members, personally achieving 99.5% GRR and 107.5% NRR in Q1 2026.

Customer Success Team Management Revenue Retention Expansions Mixpanel AI CRM LMS Product Management Enterprise Accounts

Founding Customer Success Manager

Bobyard

May 2025 - Oct 2025 (5 months)

Founding and first CSM hire, built CS onboarding process and reduced TTV by 39% (18 to 12 days). Managed portfolio of 55-70 mid-market and enterprise customers, maintaining 98.5% GRR and 104.5% NRR while experiencing 90% MoM growth.

Customer Success Onboarding CRM Product Feedback AI Product Management Playbooks Pilot To Expansion

Senior Manager, Operations

The Bay Club Company

Jul 2024 - Mar 2025 (8 months)

Built an AI-driven process to analyze sales calls 560% faster than manual methods, enabling weekly rep coaching. Developed Salesforce reports for CRO visibility, uncovering 22% underreporting in call data and proposing a Zapier integration.

AI Salesforce Zapier Data Analysis Vendor Management Cost Reduction Customer Insights

Chief of Staff

The Bay Club Company

Apr 2024 - Jul 2024 (3 months)

Coordinated virtual board meeting by managing executives' complex schedules, ensuring seamless preparation and full attendance. Designed and led a 4-week internship program in collaboration with senior leadership, developing impactful programming and mentorship for 18 interns.

Event Coordination Program Management Mentorship Leadership

Customer Success Lead

GridMatrix

Oct 2022 - Nov 2023 (1 year 1 month)

Owned all customer accounts valued at $520k, with 100% customer retention and a 15% revenue increase through expanded scopes. Managed multiple implementations concurrently and worked closely with engineering to meet target launch dates.

Customer Success Account Management HubSpot Onboarding Survey CX Operations Training

Chief of Staff

GridMatrix

Apr 2021 - Oct 2022 (1 year 6 months)

Joined as employee #1 to build 0 to 1 processes, create market insights, define GTM channels, and drive business development. Pitched product at 8 conferences across US and Europe, closed 3 deals worth $250K, created quotes and proposals for city leadership.

Business Development GTM Strategy HubSpot CRM Recruitment Market Research Pricing Analysis Pitch Decks

Global Supply Manager

Apple

Feb 2021 - Apr 2021 (2 months)

Utilized master forecast to develop a capacity plan for a $130M speaker program, allocating resources between two vendors. Created should-cost models for two speaker programs, identifying target costs and uncovering $25M in savings opportunities.

Supply Chain Management Forecasting Cost Modeling Vendor Management Negotiation

Procurement Business Analyst

Apple

Jul 2019 - Feb 2021 (1 year 7 months)

Managed weekly ordering for RF testing equipment, initiating 700+ purchase requisitions for Phone, Pad, and Watch programs. Orchestrated the team's inaugural virtual negotiation event in March 2020, yielding savings of $57M.

Procurement Purchasing Agent Negotiation Vendor Management Data Analysis