# Nick Masch

Nick Masch is a remote worker on Himalayas, Director, Customer Success at ClearStar, based in United States.

Source: https://himalayas.app/@nickmasch

```text
Customer Success leader at ClearStar directing a $50M+ ARR book at 120% Net Revenue Retention.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 165k+ USD |
| Job categories | Customer Success Manager |
| Skills | Customer Success, Customer Retention, Net Revenue Retention, Churn Strategy, Customer Expansion, Upselling, Customer Health, Customer Onboarding, Implementation, Executive Business Review, Voice Of Customer, Net Promoter Score, Customer Success Operations, Customer Success Compensation Design, Contract Negotiation |

## About

```text
At 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%.
```

## Experience

### Director, Customer Success (current)

ClearStar. Jan 2026 - Present

```text
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.
```

Skills: Customer-Success, Retention, Net-Revenue-Retention, Customer-Health, QBR, Voice-Of-Customer, NPS, Implementation, RFP, Team-Leadership

### Senior Manager, Customer Success (NAM & EMEA)

Certn. Oct 2021 - Dec 2025

```text
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.
```

Skills: Customer-Success, Team-Leadership, KPI-Management, Customer-Experience, Product-Partnerships, Adoption, Training

### Enterprise Customer Success Manager, US Market

Certn. Oct 2020 - Oct 2021

```text
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.
```

Skills: Customer-Success, Enterprise-Accounts, Onboarding, Account-Grouping, Health-Metrics, Business-Reviews

### Enterprise Customer Success Manager

Sterling Talent Solutions. Jul 2019 - Oct 2020

```text
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.
```

Skills: Customer-Success, Enterprise-Accounts, Renewals, Project-Management, ATS, ERP, HRIS, Executive-Communication

### Principal Enterprise Customer Success Manager

BirdEye. Nov 2017 - Jul 2019

```text
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.
```

Skills: Customer-Success, Churn-Reduction, Business-Retention, KPI-Management, NPS, Dashboard-Creation, Executive-Reporting, Integration, Zapier, SFTP

### Manager, Enterprise Sales Development & Sales Operations

Tact.ai. Sep 2015 - Oct 2017

```text
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.
```

Skills: Sales-Development, Sales-Operations, KPI-Setting, Performance-Reviews, vendor-negotiation, Coaching, Cross-functional-Leadership

### Senior Sales Development Representative

Act-On Software. Jan 2014 - Jan 2015

```text
Ranked #1 on every KPI among 45 SDRs, earning SDR of the Quarter (Q2, Q3) and Rookie of the Quarter (Q1).
```

Skills: Sales-Development, KPI-Achievement, Lead-Generation

### Account Manager

49er Communications. Jan 2013 - Jan 2014

```text
Grew key accounts for a leading LMR equipment dealer, delivering tailored solutions that drove repeat business.
```

Skills: Account-Management, Key-Accounts, Tailored-Solutions, Repeat-Business

## Tech stack

- Zapier

To contact Nick, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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