Open to opportunities

Thomas Verghese

@thomasverghese

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Director of Customer Success driving retention, adoption, and scalable growth.

Canada

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What I'm looking for

I seek a leadership role where I can scale CS and support operations, reduce churn, drive NRR, and implement data-driven onboarding and health-scoring programs in a collaborative, product-focused company.

I am a customer-success leader with deep experience building and scaling CS and support operations across SMB, mid-market, and enterprise segments. I focus on reducing churn, increasing net revenue retention, and accelerating time-to-value through operational rigor and lifecycle engagement.

I have led end-to-end onboarding, health scoring, and predictive churn models that produced measurable outcomes — including 40% churn reduction, 95% renewals, $3M+ upsell revenue, and faster onboarding by up to 35%. I combine hands-on implementation with cross-functional leadership to improve defect resolution velocity and customer communication.

I coach and scale teams, implement CRM and support systems (Zendesk, Salesforce, Jira, ChurnZero), and build playbooks, SLAs, and automation to drive adoption and support quality. I seek roles where I can operationalize customer-centric programs that unlock long-term growth.

Experience

Work history, roles, and key accomplishments

Current

Fractional Customer Success Consultant

Current

SaaS Startup

Sep 2025 - Present (2 months)

Support SaaS companies in scaling global Customer Success and Support operations, delivering onboarding frameworks that improved customer activation 15–20% and trained CSMs on lifecycle plays.

Onboarding Lifecycle Plays Support Operations Process Design

Head of Customer Success

The Learning Bar

Nov 2022 - Sep 2025 (2 years 10 months)

Built and led North American CS and Support functions for 100+ accounts, reducing churn 40%, improving onboarding speed 25%, and driving higher NRR through lifecycle engagement and expansion plays.

Customer Onboarding Retention Strategy ChurnZero Support Operations Cross Functional Collaboration

Customer Success Consultant

Dun & Bradstreet

Jan 2022 - Nov 2022 (10 months)

Delivered fractional leadership and retention forecasting frameworks that improved renewal accuracy and built adoption dashboards to strengthen QBRs and renewal outcomes.

Customer Engagement QBRs CRM Consulting

Manager, Customer Success

Survalent Inc

Jan 2019 - Jan 2022 (3 years)

Oversaw enterprise support and success for multimillion-dollar accounts, improving onboarding efficiency 35%, reducing churn 30% via health scoring and proactive monitoring, and standardizing SLAs and processes.

Onboarding Health Scores Escalation Management SLA Customer Communications Process Standardization Support Operations

Customer Success Consultant

SaaS Consulting

Jan 2017 - Jan 2019 (2 years)

Provided consulting to SMB and enterprise SaaS clients, creating automation-based customer journeys that improved onboarding consistency and adoption by 25% and increased NRR 10–15%.

Customer Journey Automation Onboarding NRR%Dashboarding Lifecycle Triggers CS Consulting

Account Manager & Training Lead

West Corporation

Jan 2009 - Jan 2017 (8 years)

Managed a $10M+ book of business achieving 95% retention and $3M+ upsell, developed training and knowledge programs that reduced tickets and increased CSAT 20%.