Zac Brown

Led a Customer Success organization of four direct-report managers and eight strategic and named-account CSMs, overseeing ~40 CSMs across enterprise, strategic, and named segments, supporting $210M in ARR and 5,000 customers. Drove a comprehensive Customer Success transformation contributing to a 10-percentage-point improvement in GRR, from 80% to 90% over 18 months.

Expanded into leader-of-leaders responsibility, managing CS managers and driving strategic improvements across retention, forecasting, customer risk, and team performance. Established the foundation for proactive customer health and risk management, enabling earlier identification of at-risk accounts and clearer accountability for mitigation.

Led and developed a team of Enterprise CSMs responsible for strategic customer relationships, adoption, executive engagement, retention, and expansion opportunities across complex enterprise accounts. Established structured Voice of Customer feedback loops to surface customer sentiment, product friction, and adoption barriers.

Owned the full customer lifecycle across an enterprise portfolio exceeding $5M in ARR, including adoption, executive relationships, renewals, and expansion; achieved 100%+ quota attainment every quarter during tenure. Partnered with Sales on cross-sell and upsell opportunities, contributing more than $5M in additional revenue.

Led an Account Management team overseeing strategic digital distribution partnerships with Amazon, Microsoft, and Hulu, representing more than $1B in combined annual partner revenue. Directed partner account strategy and commercial execution, identifying growth opportunities and strengthening relationships across major technology and streaming platforms.

Managed strategic hotel partnerships representing approximately $250M in annual sales, building relationships with business owners and hospitality leaders to drive revenue growth, optimize inventory, and improve partner performance. Negotiated commercial agreements and developed revenue, inventory, and marketing strategies with senior executives and global hospitality brands.

Bachelor of Arts in Business Administration with a focus on Hospitality Business Management and a minor in Economics.

Study abroad program focusing on International Business and Italian Language & Culture.