Patrick Brown
Customer Success Manager
Customer Success Manager with a strong record of building trusted relationships, increasing product adoption, and driving long-term value. Focused on helping customers reach their goals while delivering measurable results and sustainable growth.
My Customer Success Approach
Core Principles for Driving Value
My approach to Customer Success is built on a foundation of key principles that ensure client satisfaction, sustainable growth, and mutual success. I believe in a proactive, data-informed, and deeply collaborative methodology to empower clients and achieve their business objectives.
Explore the cards to understand the core tenets that guide my work and 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.
Data-Driven Insights
Leveraging data to understand client health, identify trends, and inform success strategies.
Cross-Functional Collaboration
Working seamlessly with sales, product, and support teams to deliver holistic client solutions.
Effective Communication
Articulating complex ideas clearly and fostering 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
Drove a 5-point increase in Net Promoter Score (NPS) by enhancing the customer experience.
Improved NPS Scores
Designed and implemented onboarding programs that reduced time-to-value for new clients.
Successful Onboarding Programs
Identified and facilitated upsell opportunities, contributing to a $1.1M increase in ARR from existing accounts in one quarter. Maintained above 120% all other quarters.
Expanded Account Growth
Led initiatives resulting in a 25% increase in key feature adoption among clients.
Enhanced Product Adoption
Cultivated strong client relationships leading to positive testimonials and case study participation.
Client Advocacy & Testimonials
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
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 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
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
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
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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