Patrick Brown
Customer Success Manager
A results-driven Customer Success Manager with a proven track record of building strong client relationships, driving product adoption, and maximizing customer lifetime value. Passionate about empowering clients to achieve their goals and fostering mutual growth.
My Customer Success Approach
Core Principles for Driving Value
My approach to Customer Success is built on a foundation of key pillars that ensure customer satisfaction, revenue growth, and mutual success. I believe in a proactive, data-driven, and collaborative effort to win for our customers and support them in achieving their business objectives.
Click through the cards to understand the core tenets that guide my work to deliver exceptional results.
My Core Strengths
Strategic Account Management
Developing and executing strategies to ensure client retention and growth.
Proactive Problem Solving
Identifying potential issues before they escalate and implementing effective solutions.
Product Adoption & Training
Guiding clients through successful onboarding and maximizing their use of the product.
Process Standardization
Streamlining and documenting processes that allow the focus to be on needle-moving tasks instead of admin busy work.
Cross-Functional Collaboration
Working seamlessly with sales, product, and support teams to deliver holistic client solutions.
Effective Communication
Articulating complex ideas clearly and using questions to foster open, productive dialogues with clients and teams.
Key Achievements & Impact
Highlighting measurable results and successful initiatives from my career.
96% Retention of all customers. The 4% churn was caused by the customers going out of business
Customer Retention
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Drove a 5-point increase in Net Promoter Score (NPS) by enhancing customer experience and feedback loops.
Improved NPS Scores
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Designed and implemented onboarding programs that reduced time-to-value for new clients.
Successful Onboarding Programs
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Identified and facilitated upsell opportunities, contributing to a 600% increase in ARR from existing accounts in one quarter. Maintained above 120% all other quarters
Expanded Account Growth
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Led initiatives resulting in a 25% increase in key feature adoption among clients.
Enhanced Product Adoption
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Cultivated strong client relationships leading to positive testimonials and case study participation.
Client Advocacy & Testimonials
View DetailsMy Career Journey
The evolution of my professional growth and key roles.
Chief of Communications, Marine Corps
Began my career by supporting infantry units with all things communications
Maintained $250k worth of gear, led 5 Marines, and supported over 20 successful joint operations
Sales Development Representative at Syncfusion
Drove revenue pipeline through warm leads from our existing customer base
Exceeded daily quotas of outreach and touch points. Supported customers when necesary and generated pipeline for Account Executives
Customer Success Manager at Thryv
Managed and onboarded 200+ small business accounts in most verticals and industries
Led an organization-wide initiative to identify upsell opportunities, resulting in 169% increase in MRR per account touched
Customer Success Manager at Lyte
Managed and onboarded enterprise-level festival and event customers with a BoB of 22 accounts and $4M in ARR
Wore multiple hats as the Customer Success Manager, Technical Account Manager, Renewal Manager, and Upsell Opportunity Generator
Customer Success Manager at Vercel
Owned the launch of the CSM Org for our AI Initiative, while maintaining a customer base from our core product offering, resulting in a double book of business: 56 accounts and $5.7M ARR
Developed onboarding motions, enablement documentation, training resources and assisted in the successful launch of website migrations across multiple industries
Get in Touch
Let's discuss how I can bring value to your team. Feel free to book directly to my calendar or email me below.
Continual Growth
A selection of books that have recently influenced my professional and personal development.
FinishedHow to Win Friends & Influence People
FinishedHow I Raised Myself From Failure to Success in Selling
FinishedThe New Model of Selling
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