Patrick Blanton
@patrickblanton
Customer Success executive building AI-driven retention and expansion engines for PE-backed B2B SaaS.
United StatesWhat I'm looking for
I’m a Customer Success leader who treats post-sale revenue as a system. Over 18 years, I built and led customer organizations at a PE-backed SaaS company—owning Customer Success, Support, Implementation, and Professional Services as one P&L.
I transformed reactive, ticket-driven support into proactive retention and expansion. I held net revenue retention (NRR) above 112% and gross revenue retention (GRR) of 94% on a $42M ARR base, using expansion-first segmentation, predictive health scoring, and lifecycle-stage upsell and cross-sell.
I run AI in production and stay close enough to own the hardest client escalations myself. With health scoring, early-warning churn signals, and escalation protocols, I deployed AI support automation at 93% ticket deflection—cutting cost-to-serve 58% while CSAT improved and capacity shifted to growth.
I also connect customer outcomes to business visibility for boards and PE sponsors. I built Gong-powered forecasting across Sales and CS (+25% forecast accuracy), turned voice-of-customer into a product feedback loop (shortening time-to-value 25% and lifting NPS to 60+), and integrated post-acquisition CS motions delivering 17% regional revenue growth and 40% efficiency improvement in 12 months.
Experience
Work history, roles, and key accomplishments
Global Vice President, Customer Success
Criteria Corp
Jan 2022 - Mar 2026 (4 years 2 months)
Led a 50+ person global post-sale organization (Customer Success, Support, Implementation, and Professional Services) and owned the post-sale P&L with quarterly board/PE reporting. Transformed ticket-driven support into an expansion engine, holding 112%+ NRR and 94% GRR on a $42M ARR base while cutting cost-to-serve 58% and deflecting 93% of tickets via AI automation.
Vice President, Customer Success
Criteria Corp
Jan 2018 - Jan 2022 (4 years)
Scaled Customer Success from 23 to 53 while integrating acquisitions, building retention/expansion playbooks and QBR structures that supported 30%+ YoY ARR growth and eight consecutive Inc. 5000 rankings. Built a CS-to-Sales feedback loop and ICP framework to surface expansion and at-risk accounts 60+ days earlier, and drove Salesforce CPQ adoption to cut quote-to-cash time 28%.
Director, Customer Success
Criteria Corp
Jan 2014 - Jan 2018 (4 years)
Built Criteria’s first structured Customer Success function from scratch, including onboarding, QBR, and renewal playbooks that established the operating foundation behind eight consecutive Inc. 5000 rankings. Reduced churn 16% (and an additional 12% with ChurnZero adoption metrics) while scaling the team from 6 to 23 and achieving 118% quota attainment using segmented, health-tiered retention pla
Manager, Customer Success
Criteria Corp
May 2008 - Jan 2014 (5 years 8 months)
Served as the founding Customer Success hire, building the company’s initial onboarding, renewal, and support playbooks and helping drive break-even within three years. Designed a 30/60/90 onboarding model and enablement programs that reduced new-hire ramp by 35% and became the blueprint for future scaling.
Education
Degrees, certifications, and relevant coursework
University of California, Los Angeles (UCLA)
Bachelor of Science (B.S.), General Chemistry
Earned a B.S. in General Chemistry from UCLA, providing an analytical foundation for a test-and-refine approach to building revenue systems.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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