Open to opportunities

Millard So

@millardso

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Customer Success leader with a passion for strategic growth.

Canada

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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

Senior Client Success Manager

Benevity Inc.

Jan 2021 - Present (4 years 6 months)

Managed a $2.8M+ USD portfolio of Fortune 500 enterprise accounts, ensuring strategic engagement, retention, and revenue growth. Developed and implemented client success strategies, defining customer journeys based on industry standards and segmentation.

Client Strategy Account Management Customer Journey Mapping Cross Functional Collaboration Salesforce Gainsight

Senior Client Manager, Team Lead

ComplyWorks Ltd.

Jan 2019 - Present (6 years 6 months)

Led a team responsible for managing a $25M+ CAD ARR book of business, ensuring retention, growth, and strategic engagement across strategic accounts. Established key performance metrics and goals, monitored team performance, and implemented improvement strategies.

Team Leadership Client Relationship Management KPI Tracking Product Enhancement Risk Mitigation

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.

Project Management User Training Risk Mitigation Upselling

Education

Degrees, certifications, and relevant coursework

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.