Ron Griguts
@rongriguts
Customer Success executive driving NRR, retention, and scalable revenue growth.
United StatesWhat I'm looking for
I am a strategic Customer Success and Account Management leader with 15+ years scaling global customer organizations and managing portfolios in the $19M–$50M range. I specialize in driving Net Revenue Retention (NRR) gains, launching data-driven retention and expansion programs, and aligning cross-functional GTM teams to convert underperforming customer programs into high-growth engines.
My track record includes increasing NRR from 88% to 109% (representing $38M ARR), generating double-digit upsell and expansion growth, and implementing operational rigor through KPIs, playbooks, and CRM/process improvements. I lead and scale global teams, engage at C-suite and board levels, and deliver measurable improvements in churn, feature adoption, CSAT, and time-to-value.
Experience
Work history, roles, and key accomplishments
Director of Account Management
Site Impact
Jan 2025 - Present (9 months)
Introduced KPIs and standardized account planning to improve retention and uncover expansion, generating a 12% YoY uplift in upsell revenue and reducing escalations by 25%. Implemented Zoho CRM and HelpScout workflows to improve client health visibility and proactive risk management.
COVice President of Customer Success
Convoso
Oct 2021 - Present (4 years)
Scaled CS from 10 to 30+ and increased NRR from 88% to 109% over three years, representing $38M in retained and expanded ARR; boosted feature adoption 35% and reduced churn 12% YoY through data-driven segmentation and onboarding playbooks.
KALed a team of 8 CSMs to 90%+ retention and launched a paid CS offering that generated $2M ARR in the first 12 months, while designing a hybrid scaled/1:1 engagement model to sustain high CSAT.
Sr. Director, Customer Success & Account Management
NuORDER
Feb 2020 - Sep 2020 (7 months)
Oversaw a $15M ARR portfolio and 12-person global CS team, increasing feature utilization by 30% and maintaining churn under 8% through improved Salesforce-based account health tracking and scalable retention playbooks.
Director of Strategic Accounts
Brandify
May 2019 - Feb 2020 (9 months)
Managed Fortune 1000 portfolio and increased upsell revenue by 15% while achieving 90%+ CSAT through targeted adoption initiatives.
Director, Strategic Partnerships
CityGrid Media
May 2012 - May 2019 (7 years)
Managed 300+ partnerships to generate $3.5M monthly ad revenue and grew paid media publishers from $500K to $1.7M over two years through partner expansion and monetization strategies.
Education
Degrees, certifications, and relevant coursework
PUPennsylvania State University
Bachelor of Arts, Media Studies
Completed a Bachelor of Arts in Media Studies at the College of Communications, focusing on media analysis and communication theory.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Portfolio
linkedin.com/in/ron-griguts-0124417Social media
Job categories
Skills
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