Peter S.

Background

About Peter S.

At Georgian, I work with high-growth software companies to help them create Customer Success programs that drive strategic value for the business. Georgian invests in growth-stage B2B software companies and builds software to help those companies scale faster. We aim to help our portfolio companies accelerate their AI products, grow their sales and build community. Based in Toronto, Georgian’s team brings together investors with machine learning professionals, software entrepreneurs and experienced operators. I bring my expertise in building world-class customer success organizations with Oracle, Dun & Bradstreet, Qlik and Pluralsight to co-create unified customer experiences across Product, Marketing, Sales and Customer Success. My focus is on the customer. I combine innovation and data-driven decision making to build the right strategies, models and mechanisms to best service the customer, improve their experience with (and impression of) the brand and increase business revenues, retention and loyalty. I have deep GTM and strategy expertise across Customer Success, Pre-Sales, Professional Services and Support, with industry experience that includes financial services, media & entertainment, telecom, healthcare and technology. I have also been involved in 3 successful IPOs and acquisition exits. I enjoy achieving great things and am known for bringing a bold vision, tenacity and passion to everything I do. Before joining Georgian, I: • Built the entire global Customer Experience organization that increased gross retention to 87%, grew net retention to 129% and generated Customer Satisfaction (cSAT) scores above 94% • Grew a local team of 25 into a global organization of 142 in North America, AMEA, India and Australia • Revitalized a global professional services organization with advanced service delivery and CX processes – reversed margins from -15% to +15% and grew cSAT to 96% • Transformed D&B’s entire CX strategy and infrastructure, increasing cSAT 400 points and reaching 91% retention • Introduced robust analytics, Voice of the Customer (VoC) programs, and customer journey touchpoints • Designed integrated low-touch, high-touch and digital-touch CX models scaled to the business