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Randall Holt

@randallholt

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Customer Success leader driving onboarding, adoption, and operational excellence.

United States

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What I'm looking for

I seek a senior Customer Success or CS Operations role where I can lead onboarding, scale playbooks, automate processes, and mentor teams to improve adoption and ARR outcomes.

I am a Customer Success leader with 15+ years delivering onboarding, adoption, and operational excellence for enterprise SaaS and complex client programs.

I rapidly master platforms and translate complexity into clarity, building scalable systems that improve customer outcomes and internal efficiency. I have deep hands-on expertise in Gainsight and Salesforce and act as a bridge between technical systems and customer-facing teams.

At SailPoint I led CS Operations, built health models and lifecycle playbooks, designed dashboards for ARR and renewal visibility, and co-led automation that reduced the rev-rec cycle from 20+ days to under one week. Previously, I launched BrandMuscle's first global CS onboarding and certification program, cutting new-hire ramp time by ~40%.

I combine strategic program design with operational rigor—documenting SOPs, running cross-functional implementations, and mentoring teams—to consistently drive adoption, reduce risk, and accelerate time-to-value for enterprise customers.

Experience

Work history, roles, and key accomplishments

Customer Success Operations

SailPoint Technologies

May 2023 - Aug 2025 (2 years 3 months)

Led CS Operations supporting enterprise Customer Success, Onboarding, Renewals, and Support; built Gainsight health models and Salesforce dashboards and co-led automation that reduced rev-rec cycle from 20+ days to under one week.

Gainsight Salesforce Jira ServiceNow CS Operations Dashboarding Automation SOPs

Customer Onboarding Manager

SailPoint Technologies

Jun 2021 - May 2023 (1 year 11 months)

Owned onboarding for 30–40 enterprise customers ($8M–$20M ARR), led complex identity governance implementations, and developed onboarding success plans and repeatable Gainsight playbooks to accelerate time-to-value.

Onboarding Identity Governance Gainsight Customer Advocacy Success Planning Stakeholder Management Professional Services

Global Customer Success Training Manager

BrandMuscle

Jan 2020 - Jun 2021 (1 year 5 months)

Designed and launched the company's first global CS onboarding, training, and certification program, reducing new-hire ramp time by ~40% and standardizing CS knowledge across U.S. and India teams.

Onboarding Curriculum Development Lessonly Confluence Certification Enablement

Manager, Client Success

BrandMuscle

Jul 2011 - Jan 2020 (8 years 6 months)

Led a 10-person Client Success team supporting enterprise clients (Audi, Farmers, Nationwide, Sprint, US Cellular), built a centralized audit team that enabled 30% bid cost reductions, and stabilized high-churn accounts.

Client Success Team Leadership Account Management Process Improvement Stakeholder Management

Client Success Representative

BrandMuscle

Jul 2010 - Jul 2011 (1 year)

Executed daily operations for enterprise marketing compliance programs, audited 100+ advertising claims per day using an Oracle SQL-based system, and supported large-scale campaign workflows.

Oracle Operational Support Quality Assurance Client Communication