Nick Tieri

Background

About Nick Tieri

Senior Customer Experience Executive with 16 years of experience in leading professional services, implementation, customer success, and support teams. Managed the delivery of software solutions to a diverse range of companies, from startups to large enterprises. Oversaw the post-acquisition journey for 700+ customers, generating $25 million in Annual Recurring Revenue (ARR). Skilled in leading teams of up to 30 professionals. Core competencies include Strategic Leadership, Customer Experience, Revenue Retention and Growth, Customer Journey Mapping, Project Management, Team Leadership, Performance Management, Stakeholder Engagement, Financial Management CAREER HIGHLIGHTS - Preserved in Annual Recurring Revenue by increasing customer retention from 91% to 96% within the first year. Accomplished through the establishment of a proactive Customer Success department that addressed customer needs, reduced losses, and sustained business growth- Increased customer satisfaction by 5%, elevating it from 94% to an industry-leading 99% Customer Satisfaction (CSAT) score, through the strategic application of a segmented customer health scoring model. This enabled tailored support and prompt interventions for our diverse clientele, thereby heightening customer loyalty and strengthening brand reputation- Generated an additional in Annual Recurring Revenue by increasing the number of Customer Success Qualified Leads (CSQLs) by 100% per year. Strategic use of a whitespace analysis playbook, combined with an enhanced customer segmentation model, pinpointed untapped upselling and cross-selling opportunities among our existing customers. But beyond the metrics, my true passion lies in building and leading teams, optimizing processes, and ensuring every client interaction adds value. As I look to the future, my goal is to bring my expertise to drive transformative change and growth in forward-thinking organizations. With an adaptive leadership style, I excel in swiftly navigating changing market dynamics and customer needs, fostering innovation and agility within teams to exceed customer expectations and drive sustained growth. If you share a passion for customer success, driving growth, or business leadership, I would be thrilled to connect with you.