Jimmy Caplan

Background

About Jimmy Caplan

Customer Experience, Onboarding, Strategy, Partnerships, and Account Management leader with deep experience in SaaS, Ecommerce, Operations, Customer Service, Payments, and Higher-ed. Repeated success delivering KPIs, building world-class teams, driving adoption & retention, collaborating, solving problems, and advocating for customers & team in start-ups, turnarounds, large software and operations providers, and agencies. Ecommerce, Operations & Logistics, Martech, and SaaS subject matter and industry expert. Empathetic, entrepreneurial, intuitive, energetic, strategic, creative, solution-oriented, funny, & authentic leader that gets things done Drives results across the customer lifecycle, including:> Led largest CS region, exceeded revenue and margin targets for $300M+ portfolio, awarded top talent, selected to 8-person deal team, co-led cross-functional transformation initiatives > Exceeded sales goals in year 1 of deal team, won 39 new deals for $215M+, signed 31 renewals for $1.1B+, launched new processes & GTM tools > Reorganized client relations team, instilled Customer Success best-practices, renewed best-ever 95% of accounts & NMR > Increased launches (13%), reduced time to value (21%), exceeded revenue targets ($2.5M++22%), improved Gross Margin (44%), increased utilization (18%), delivered NPS 4.8/5