Tom B.
Head of Customer Success at Deliberately Incorporated
Based in Alameda, United States
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Seniority
Director
Department
Customer/Client Service
Location
Alameda
Industry
Technology; Information and Internet
Company size
8
Contact information
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t•••••••@deliberately.ai
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Background
About Tom B.
OVERVIEWI’m a hands-on Customer Success and Support leader with 10+ years of experience helping SaaS and AI startups scale. I’ve built and led global CS, Support, and Solutions teams while still rolling up my sleeves to run demos, proof-of-concepts, onboarding, renewals, and critical support escalations. My track record includes driving double-digit NRR gains, scaling tiered support offerings, and enabling 10x revenue growth at high-growth companies. I enjoy the intersection of customer experience, technical depth, and operational excellence, using data and AI to forecast renewals, reduce churn, and accelerate customer value. Whether leading teams, partnering with executives, or working directly with customers, I focus on building trusted relationships and repeatable systems that deliver both customer outcomes and business impact.ACHIEVEMENT HIGHLIGHTS Led the formation and growth of a 30-member global Customer Success and Support Team, enabling an impressive 10x increase in revenue within three years. Strategically operationalized Customer Success through effective segmentation, comprehensive customer journey mapping, advanced health scoring, and resource optimization techniques. Developed and implemented career progression frameworks for Customer Success and Support teams, resulting in an outstanding 95% staff retention rate. Increased customer engagement and retention by 20% by developing digital and scalable customer success methodologies, leveraging tools like Gainsight, Totango, and Pendo for optimal results. Consistently maintained a 95% Customer Satisfaction Score (CSAT) across a globally distributed Support Team, reflecting a high standard of customer service and satisfaction. Established vital cross-functional processes for capturing expansion opportunities, gathering product insights, and harnessing the power of customer champions, contributing significantly to business growth and product evolution.AREAS OF EXPERTISECustomer Outcomes | Scaled Customer Success | Renewal Management | Team Development | CS Operations | Implementation | Customer Growth | Program Management | Voice of the Customer | Adoption | Team Leadership | Process Improvement | Salesforce | Hubspot | Gainsight | Totango | Zendesk
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