@nickmasch
Customer Success leader at ClearStar directing a $50M+ ARR book at 120% Net Revenue Retention.
United StatesAt ClearStar, I lead a 10-person Customer Success team directing a $50M+ ARR book of business, with 120% Net Revenue Retention. I architected the 2027 retention strategy and launched the company’s first Internal QBR program.
At Certn, I directed 13 Customer Success Managers and designed the operating model for customer engagement, training, and KPIs. Earlier, at BirdEye, I built customer success frameworks adopted globally and a custom CSM dashboard that raised team efficiency by 20%.
Work history, roles, and key accomplishments
ClearStar
Jan 2026 - Present (10 months)
Lead a 10-person Customer Success team directing a $50M+ ARR book of business, owning retention, implementation, customer health, and Voice of Customer. Drove 120% Net Revenue Retention and architected the 2027 retention strategy.
Certn
Oct 2021 - Dec 2025 (4 years 2 months)
Directed a team of 13 Customer Success Managers across North America, delivering 135% of team KPIs in 2022, 112% in 2023, and 131% in 2024. Designed the core customer success operating model and partnered with Product and Sales leadership.
Certn
Oct 2020 - Oct 2021 (1 year)
Grew managed revenue through strategic enterprise partnerships, driving adoption with tailored onboarding and account clustering strategies. Led cross-functional systems and process initiatives and ran regular business reviews.
Sterling Talent Solutions
Jul 2019 - Oct 2020 (1 year 3 months)
Owned a $5M+ portfolio of Fortune 1000 clients, securing multi-year renewals and reaching 105% of quota in 2020. Led project management for platform migrations and integrations with cloud ATS, ERP, and HRIS systems.
BirdEye
Nov 2017 - Jul 2019 (1 year 8 months)
Built customer success frameworks and procedures adopted globally, reducing churn and increasing enterprise retention. Achieved 153% of KPI targets in Q4 2017 with 100% NPS, and held 114–115% attainment through 2018.
Tact.ai
Sep 2015 - Oct 2017 (2 years 1 month)
Led sales development and operations for a SaaS startup, aligning team strategy with revenue goals and setting KPIs and performance reviews. Partnered with CRO and VP of Sales to prioritize high-impact integrations.
Act-On Software
Jan 2014 - Jan 2015 (1 year)
Ranked #1 on every KPI among 45 SDRs, earning SDR of the Quarter (Q2, Q3) and Rookie of the Quarter (Q1).
49er Communications
Jan 2013 - Jan 2014 (1 year)
Grew key accounts for a leading LMR equipment dealer, delivering tailored solutions that drove repeat business.
Degrees, certifications, and relevant coursework
Don't worry, there are 600K+ talented remote workers on Himalayas
Software and tools used professionally
United StatesYou can contact Nick and 600K+ other talented remote workers on Himalayas.
Message NickSign up now and join over 1,000,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 1,000,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Join the remote work revolution
Himalayas is the best remote job board. Join over 1,000,000+ job seekers finding remote jobs at top companies worldwide.
Josh Godwin
Manager, Customer Success, Treez.io
Michael Iaquinta
Senior Director of Customer Success & Service, Leviant
Samuel Abramsky
Senior Enterprise Customer Success Manager, ClearCompany
Richard Benavides
Customer Success Manager, Nsight Health
Eric Olson
Principal Customer Success Manager, Private Consulting
Ron Griguts
Director of Account Management, Site Impact
Marcus Croskey Sr
Enterprise Customer Success Manager, Pushpay
Mirijam Stewart
Manager, Customer Success, Sisense
Michael Hojnacki
Head of Customer Success, EyesonScore
Emily McIlwain
Director of Customer Success and Operations, EXO Imaging