Reducing Churn while Increasing Adoption

I joined GLG with the mission to expand into the enterprise . Initially, my project was to find product market fit, develop a customer journey, and to help establish some of the first few major enterprise relationships. This led to verticalization, and eventually, building a customer success function with data-driven strategies to reduce churn while increasing usage and adoption. I accomplished all of the above by building a scalable technology-driven framework, where I could gather data on usage, success stories, and failures. With data, I crafted account management strategies, resulting in an increased in retention and renewals, specifically a renewal rate of 120% year-over-year. While I built the above framework to inform renewal and customer engagement strategies, the framework also helped new sales strategies by uncovering specific buyer’s persona, and assisted our marketing efforts by showcasing developed use cases.