MS

Open to opportunities

MICAH STIDHAM

@micahstidham

I build customer success organizations that improve retention, adoption, expansion, and revenue growth across B2B SaaS portfolios.

What I'm looking for

I'm looking to lead customer success, client experience, and commercial growth in a B2B technology or SaaS organization where I can scale lifecycle strategy, strengthen retention and expansion, and align Product, Sales, Marketing, Services, and Support around customer outcomes.

I've led customer experience and growth programs for Innovatis Group, the American Society of Safety Professionals, and enterprise communities including Fuel for Palo Alto Networks, think for Canon, and Kornit Connections. At Innovatis, I led a 12-person Client Experience and Marketing organization, scaled a $1M customer insights portfolio, and directed customer success across 15 client organizations.

I connect customer health data, Voice of the Customer programs, onboarding, enablement, and executive relationships to improve retention and expansion. Across my work, I've led teams of up to 20 people, managed multimillion-dollar portfolios and budgets, secured more than $1.4M in Board funding for technology modernization, and delivered outcomes including 100% Board satisfaction, 34% conference-registration growth, 37% product-sales growth, and 92% retention.

Experience

Work history, roles, and key accomplishments

IG

Senior Director, Client Experience

Innovatis Group

Jan 2021 - Jul 2026 (5 years 6 months)

Led executive-level Customer Success across enterprise client portfolios, owning the end-to-end customer journey from onboarding through retention and expansion. Partnered cross-functionally to improve customer outcomes and drive sustainable revenue growth.

Customer Success Customer Lifecycle Management Customer Retention Customer Expansion Cross functional Leadership Team Leadership Customer Education Customer Enablement Customer Engagement Customer Satisfaction Customer Adoption Revenue Growth Strategic Account Management Customer Success Operations Digital Transformation P&L management

AP

Director, Marketing & Sales

American Society of Safety Professionals

Jan 2018 - Jan 2021 (3 years)

Led enterprise Customer Success, retention, and commercial growth strategies for a $19M global B2B organization. Developed customer health scoring and engagement strategies, and designed a scalable Customer Success framework to reduce churn and identify expansion opportunities.

Customer Success Customer Retention Customer Expansion Customer Health Customer Lifecycle Management Net Revenue Retention customer success strategy Cross functional Leadership Strategic Sales Commercial Growth Customer Engagement

AP

Director, Marketing

American Society of Safety Professionals

Jan 2016 - Jan 2018 (2 years)

Led a 14-person cross-functional team responsible for brand strategy, product marketing, digital experience, customer research, web strategy, sponsorships, and sales enablement. Directed the organization's first corporate rebrand in over 100 years and delivered record revenue growth through customer analytics and digital engagement.

Brand Strategy Product Marketing Digital Experience Customer Research Web Strategy Sponsorship Sales Enablement Customer Analytics Digital Engagement Customer Experience Usability Testing Product Feedback Association Management CMS SaaS Platforms Platform Adoption Operational Efficiency Customer Satisfaction

AP

Director, Marketing & Communications

American Society of Safety Professionals

Jan 2013 - Jan 2016 (3 years)

Managed a 20-person team across marketing, communications, UX/web development, product marketing, digital strategy, market research, public relations, and advertising sales. Built integrated customer engagement strategies and improved customer engagement and revenue performance through audience research and market analysis.

Marketing Communications Sales UX Web Development Product Marketing Digital Strategy Market Research Public Relations Advertising Sales Customer Engagement Audience Research Market Analysis Revenue Growth LinkedIn Social Media Customer Insights Environmental Analysis

AP

Director, Member & Regional Affairs

American Society of Safety Professionals

Jan 2011 - Jan 2013 (2 years)

Led a seven-person customer relationship and membership organization responsible for customer retention, account management, regional engagement, and global growth initiatives. Increased global membership by 15% and managed relationships with 150+ chapter accounts.

Customer Retention Account Management Growth Membership Growth Stakeholder Engagement Customer Satisfaction Governance Organizational Effectiveness

AP

Manager, Membership Marketing

American Society of Safety Professionals

Jan 2010 - Jan 2011 (1 year)

Directed customer acquisition, retention, engagement, and lifecycle marketing strategies, achieving 92% retention and the highest membership growth rate in more than 15 years. Developed referral and customer advocacy programs generating 2,500+ new members.

Customer Acquisition Customer Retention Customer Engagement Lifecycle Marketing Customer Segmentation Referral Programs Customer Advocacy Digital Engagement Marketing Performance

SC

Association Manager

SmithBucklin Corporation

Jan 2004 - Jan 2007 (3 years)

Led customer success, business operations, and membership product development initiatives for technology user groups and enterprise communities. Managed cross-functional customer strategy initiatives with executive Boards to improve membership value and maintain a 90% annual renewal rate.

Customer Success Business Operations Customer Strategy Renewals Customer Marketing Member Engagement Customer Retention E Learning Social Media Memberships Budget Management Financial Management

FI

Association Services Project Manager

Foresight International

Jan 2002 - Jan 2003 (1 year)

Managed consultation, planning, implementation, and reporting for customer engagement, registration, survey, and continuing education projects across more than 45 client organizations. Partnered with client stakeholders to deliver high-quality project management and operational support.

Project Management Customer Engagement Registration Survey Continuing Education Client Stakeholder Management Customer Service Operational Support Lead Retrieval Registration Management Operational Efficiency Customer Experience Client Relationships Reporting Customer Satisfaction Association Management Quality Assurance

Education

Degrees, certifications, and relevant coursework

NU

Northwestern University

Executive Education, Sales

Kellogg Executive Education: Maximizing Sales Force Performance.

KU

Kellogg School of Management, Northwestern University

Master of Business Administration, Business Administration

MBA with focus on Marketing, Management, Strategy & Entrepreneurship.

PT

Pamplin College of Business, Virginia Tech

Bachelor of Science, Marketing

BS in Marketing Management with a Global Business Concentration.

Tech stack

Software and tools used professionally

Palo Alto Networks

Availability

Open to opportunities

Location

United States

Authorized to work in

Job categories

Customer Success Director Customer Success Executive Client Experience Director Customer Experience Director Marketing Director Sales Director Strategic Account Manager Community Association Manager Project Manager Director Customer Success Director of Customer Success Client Success Director Senior Director Customer Success Director Client Success B2B Customer Success Director Director of Client Success Head of Customer Success

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