Millard SoMS
Open to opportunities

Millard So

@millardso

Customer Success leader with a passion for strategic growth.

Canada
Message

What I'm looking for

I am seeking a role that allows me to leverage my expertise in customer success to drive strategic growth and enhance client satisfaction within a dynamic organization.

I am a Customer Success leader with over 10 years of experience in managing high-performing teams and optimizing client success operations within B2B SaaS environments. My expertise lies in driving strategic growth and retention, particularly with Fortune 500 and enterprise accounts. I am recognized for developing scalable engagement models that align customer outcomes with organizational objectives, ultimately reducing churn and expanding account value.

Throughout my career, I have successfully led customer success and implementation teams, defined customer journey strategies, and enhanced lifecycle performance. My passion for mentoring client success teams has enabled them to exceed retention and satisfaction targets consistently. I thrive on using data to drive success planning and improve operational efficiency, ensuring that my teams are equipped to deliver exceptional client experiences.

Experience

Work history, roles, and key accomplishments

CL

Client Manager

ComplyWorks Ltd.

Jan 2015 - Present (10 years 6 months)

Individually managed a $5.3M+ CAD ARR portfolio, delivering high client satisfaction, retention, and consistent growth across mid-market and enterprise accounts. Developed client relationships, understanding needs, and ensuring satisfaction through effective communication.

Education

Degrees, certifications, and relevant coursework

UL

University of Lethbridge

Bachelor of Management Degree, General Management

Completed a Bachelor of Management Degree with a major in General Management. This program provided a comprehensive understanding of business principles and management practices.

Tech stack

Software and tools used professionally

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