Open to opportunities

Valerie Bailey

@valeriebailey

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Vice President of Customer Success driving retention, expansion, and customer value through strategic enablement.

Zimbabwe

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What I'm looking for

I seek a senior customer-success leadership role where I can drive retention and expansion, scale enablement, lead cross-functional teams, and align product and sales to deliver measurable customer value in a collaborative, growth-focused organization.

I am a results-oriented Vice President of Customer Success with a proven record of boosting retention and revenue through strategic customer engagement and enablement.

I have led customer programs across multiple SaaS products, delivering a 98% retention rate, a flawless NPS, and over 30% revenue growth from upsell and cross-sell initiatives.

I partner with product, sales, and executive stakeholders to align customer needs to product roadmaps, run governance with executive sponsors, manage large-scale technical deliveries, and optimize operations using tools like Salesforce and Zendesk.

Experience

Work history, roles, and key accomplishments

Client Success Executive

MTX Group

Apr 2024 - Dec 2024 (8 months)

Served as primary engagement lead and strategic advisor on large public-sector programs, including a $14M full-stack build and a $12M Salesforce implementation, maintaining 95% utilization while protecting timelines and stakeholder confidence.

Client Engagement Program Management Stakeholder Management Salesforce Risk Mitigation Governance

Vice President of Customer Success

Uncommon Purpose

Apr 2022 - Jun 2023 (1 year 2 months)

Led customer success across six SaaS product companies, driving >30% revenue growth through upsell/cross-sell strategies and achieving 98% retention with a perfect NPS.

Customer Success Retention Upsell NPS Onboarding Salesforce Service Cloud Zendesk

Director of Customer Success - Innovation

Traction on Demand

Jan 2021 - Apr 2022 (1 year 3 months)

Developed enablement materials for 30+ accelerators and 3 core products, centralized delivery support, and implemented case management to improve issue resolution and product adoption.

Release Communications Enablement Accelerator Program Management Case Management Product Support Stakeholder Engagement Salesforce Service Cloud Release Communication

Director of Information Technology

Appirio

Dec 2010 - Sep 2020 (9 years 9 months)

Directed global IT and helpdesk operations, led IT security and post-acquisition systems migrations to a hybrid architecture, and managed integrations across Salesforce, G Suite, Okta, and Workday.

Salesforce Okta Workday IT Security Change Management

Community Relations & Support Manager

Topcoder

Jan 2015 - Jan 2017 (2 years)

Built global Zendesk-based support processes for a community of over 1 million contributors, scaled support teams, and improved resolution efficiency and customer experience.

Zendesk Community Management Process Design Customer Experience Team Leadership Knowledge Management Metrics

Director of Product Support

Topcoder

Jan 2010 - Jan 2015 (5 years)

Pioneered product support processes and SFDC Service Cloud implementations, assembled and led a global support team, and established a Managed Services line of business.

Service Cloud Customer Support Salesforce Managed Services Team Leadership Process Improvement Ticketing Systems

Director of Global Support

Credant Technologies

Jan 2007 - Jan 2010 (3 years)

Led global technical support and escalation teams, implemented Salesforce dashboards and an external portal, and owned SLAs and performance metrics to improve service delivery.

Technical Support Escalation Management Salesforce SLA Management Team Leadership Reporting Customer Success

Education

Degrees, certifications, and relevant coursework

Salesforce

Salesforce Certified Administrator; Service Cloud Consultant, Salesforce Administration

Earned Salesforce Certified Administrator and Service Cloud Consultant certifications demonstrating proficiency in Salesforce configuration and Service Cloud implementation.