Michael L.

OVERVIEW Hi there! 👋 I’m Michael, a people-centric Customer Success leader with over 15 years of experience driving operational excellence and delivering measurable business outcomes. My career spans the fast-paced world of B2B SaaS, where I’ve spearheaded revenue operations, improved customer retention, and led cross-functional teams to success. Whether it’s optimizing processes or diving into the details to solve complex problems, I thrive in dynamic environments. With a strong bias for action, I bring deep expertise in building scalable systems, crafting strategic solutions, and ensuring customer satisfaction through innovative programs. I’m passionate about leading teams through growth, empowering individuals, and making sure everyone has the tools they need to succeed. Let’s collaborate to take your business to the next level! 💼 KEY SKILLS • Customer Success Leadership • B2B SaaS Operations • Revenue Operations (RevOps) • Team Building & Cross-functional Collaboration • NPS & Customer Satisfaction Programs • Data-Driven Strategy & Process Optimization • Technical Systems Implementation • Agile Team Management TOOLS & PLATFORMS • Salesforce (Apex/LWC), HubSpot, Pipedrive, JIRA, Zendesk, Retool, Sift, Git, Asana, and more. CAREER HIGHLIGHTS • 🏆 Patriotic Employer Award from the U.S. Department of Defense for supporting veterans on my teams. • Achieved a 90%+ activation rate at the 90-day mark for SMB customers at Atmosphere TV. • Reduced chargebacks by 95%, saving thousands in operational costs. • Boosted NPS to 60+, elevating customer satisfaction to new heights. • Built and scaled customer success teams from 12 to 60 in less than a year. • Led a cross-functional team of 80+ employees supporting over 400K venues worldwide. KEY WORK EXPERIENCE VP of Customer Success & RevOps Atmosphere TV | Austin, TX Dec 2020 – Jul 2024 • Led six departments with a focus on customer onboarding, retention, and growth—growing venue customers from 8K to 70K. • Drove collaboration across Customer Success, Account Management, Sales, and Revenue Operations teams, improving operational efficiency. • Achieved a 60+ NPS by designing customer journey programs that delivered tangible results. • Architected systems and processes to scale operations, leading to improved customer engagement and satisfaction. Head of Client Operations EZ Texting | Austin, TX Feb 2015 – Dec 2020 • Led customer-facing teams, reducing operational costs by 30% and slashing fraud chargebacks by 95% through strategic process improvements. • Built and optimized VoC (Voice of Customer) programs and self-service channels, enhancing customer experience and driving operational efficiency. • Collaborated with the senior leadership team on data-driven insights to boost customer loyalty and ensure seamless internal communication. IDEAL CLIENTS I work best with SaaS companies looking to scale their customer success and operations efforts or those navigating rapid growth and needing structure in their processes. Whether you're a startup building your foundation or an established company aiming for next-level efficiency, I’m here to help optimize your customer journey and maximize revenue potential. LET'S WORK TOGETHER! If you're ready to transform your customer success strategy, streamline operations, or scale your teams for sustainable growth, I’d love to connect! Together, we’ll craft a roadmap for success that drives revenue, customer loyalty, and long-term value. Let’s make it happen! 🙌