About.

Building strong teams. Improving how things work.
Delivering measurable results.

I’m a Customer Success and operations leader with more than 15 years of experience building teams, improving processes, and creating sustainable growth.

I’ve led Customer Success organizations serving more than 35,000 customers and managing a $27M portfolio, grown teams from 6 to more than 20 people, reduced churn, recovered lost revenue, and created systems that gave teams more time to focus on customers.

My leadership philosophy is straightforward: give good people clarity, trust, and accountability; remove unnecessary obstacles; and help them do their best work. Some of the results I’m proudest of aren’t just financial—they’re the people I’ve seen grow in confidence, take on greater responsibility, and move into leadership themselves.

Originally from England and now based in Utah, I bring an entrepreneurial background together with experience in Customer Success, sales, operations, and project management. I enjoy solving problems, building things that work better, and leaving both teams and organizations stronger than I found them.

$27M Portfolio Managed
35K+ Customers Served
27% Churn Reduction
$500K+ Revenue Recovered

Work Experience.

EMPLOYMENT HISTORY.

Henry Schein One
Artisan Millwork LLC
Project Manager Custom Millwork, Spanish Fork, UT | 2025 – 2026

Managed the delivery of custom commercial millwork projects from production through installation, coordinating clients, general contractors, shop teams, vendors, and field installers. Brought greater structure and visibility to project execution through improved scheduling, workflow management, and cross-functional communication.

  • Improved project visibility and accountability by establishing clearer scheduling, tracking, and communication processes across production and installation.
  • Helped transition project-management workflows from Trello to Innergy, improving alignment between project information, production requirements, and delivery schedules.
  • Developed more structured approaches to work-order planning, installation sequencing, and project handoffs to reduce ambiguity between the shop, project management, and field teams.
  • Managed multiple concurrent commercial projects, proactively resolving scheduling, production, site, and installation challenges while maintaining commitments to general contractors and clients.
  • Strengthened coordination with general contractors and internal teams through regular schedule reviews, clearer milestone tracking, and earlier identification of project risks.
Henry Schein One
Henry Schein One
Manager Customer Success, Remote | 2021 – 2024

Led a high-performing Customer Success organization responsible for more than 35,000 customers and a $27M recurring-revenue portfolio. Built and developed the team while introducing scalable processes, customer-health strategies, and cross-functional initiatives focused on retention, expansion, operational efficiency, and the customer experience.

  • Reduced churn by 27%, protecting significant recurring revenue through improved customer engagement, risk identification, and retention strategies.
  • Delivered 216% of upsell target, generating approximately $3.75M in expansion revenue through stronger customer engagement and opportunity identification.
  • Scaled the Customer Success team from 6 to more than 20 people while maintaining 100% team retention and developing a strong culture of accountability, trust, and professional growth.
  • Promoted approximately 45% of the team internally, creating development pathways and preparing team members for greater responsibility and leadership roles.
  • Recovered more than $500K in revenue by identifying and resolving billing and account-management issues that were causing preventable revenue leakage.
  • Created a dedicated administrative support function that returned approximately 1,000 hours per month to customer-facing teams, allowing Customer Success Managers to spend more time directly supporting customers.
Henry Schein One
Henry Schein One
Customer Success Manager, Remote | 2020 – 2021

Managed strategic customer relationships with a focus on adoption, retention, satisfaction, and growth. Partnered with customers to understand business objectives, resolve challenges, increase product value, and strengthen long-term relationships.

  • Built trusted relationships with customers by combining proactive account management with a strong understanding of their operational and business needs.
  • Identified at-risk customers and coordinated cross-functional solutions to improve retention and customer outcomes.
  • Uncovered expansion opportunities through customer conversations and product adoption analysis, contributing to account growth and recurring revenue.
  • Demonstrated the customer and leadership results that led to promotion into management and responsibility for the broader Customer Success organization.
Rockwell Media
Rockwell Media
Owner & Managing Director, Remote | 2008 – 2020

Founded and operated an independent media and marketing business, taking responsibility for sales, client relationships, business development, operations, and financial performance. Built long-term customer partnerships while managing the day-to-day realities of growing and operating a small business.

  • Built the business through relationship-led sales, referrals, and repeat customers, developing long-term partnerships across a diverse client base.
  • Managed the full customer lifecycle—from prospecting and proposals through delivery, account management, and ongoing customer development.
  • Led business development, commercial negotiations, budgeting, project delivery, and supplier relationships.
  • Developed the entrepreneurial and customer-first approach that later became central to my leadership philosophy and career in Customer Success.

Earlier.

EMPLOYMENT HISTORY.

Yell Limited
TIR Training Services Limited
Sales Account Manager, Beverley UK | 2010 –2011
Yell Limited
Pentagon Yorkshire Limited
Sales & Marketing Director, Leeds UK | 2005 –2008
Yell Limited
Yell Limited
Sales Consultant, Leeds UK | 1999 –2005
Monitor Audio
Monitor Audio Plc.
UK Sales Manager, Cambridge UK | 1997 –1999
Stratford Hifi
Stratford Hi-Fi Ltd
Retail Manager, Stratford-upon-Avon UK | 1995 – 1997
ABC Contract Services
ABC Contract Services Ltd.,
Employment Consultant, Birmingham UK | 1994 – 1995

Work Skills.

PEOPLE. PROCESS. PURPOSE.

Every experience in your life is being orchestrated to teach you something you need to know to move forward.

Brian Tracy

01. LEADERSHIP & TEAM DEVELOPMENT.
  • Transformational Leadership: Expert in leading teams through periods of rapid growth and change, ensuring smooth transitions while maintaining high morale and productivity.
  • Coaching and Mentorship: Strong advocate for employee development, providing mentorship that leads to high retention rates and internal promotions, cultivating a culture of continuous learning.
02. STRATEGIC VISION & EXECUTION.
  • Strategic Planning: Skilled in developing and executing strategies that align with company goals, driving long-term success and market positioning across diverse industries.
  • Process Optimization: Proven ability to identify inefficiencies and implement solutions that streamline operations, maximize profits, and recover significant lost revenue.
03. COMMUNICATION & STAKEHOLDER ENGAGEMENT.
  • Executive Communication: Adept at communicating complex ideas clearly and persuasively to senior leadership, stakeholders, and large audiences, fostering alignment and support for key initiatives.
  • Stakeholder Management: Expertise in building and sustaining relationships with internal and external stakeholders, ensuring mutual goals are met and sustained over time.
04. INNOVATION & PROBLEM SOLVING.
  • Creative Problem Solving: Recognized for innovative approaches to overcoming challenges, whether through developing new sales strategies, reimagining marketing campaigns, or enhancing customer experiences.
  • Change Management: Experience in guiding teams and organizations through transformative changes, ensuring that transitions are smooth and objectives are achieved without disruption.
05. RECOGNITION & AWARDS.
  • CSM of the Year: Awarded for top Customer Success Manager performance at Henry Schein One in my first year, recognizing outstanding contributions to customer satisfaction and account management.
  • Business Excellence in Innovation and Creativity: Recognized for developing groundbreaking sales and training programs that were adopted company-wide, driving significant business impact.
Salesforce
Gainsight
Pendo
Microsoft Office
DOMO

Interests.

AN ACTIVE LIFESTYLE.

I enjoy spending quality time with my family and tackling woodworking and DIY projects. I’m passionate about the outdoors, regularly engaging in activities like walking, cycling, pickleball, and racquetball. I also love to learn and travel, exploring new places to enrich my perspective personally and professionally.

Cycling | Mountain and Road

Hiking and Outdoor Adventures

Family

Woodwork | DIY

Lifelong Learning

Travel

JUST FOR FUN.

Ready for some acting excitement? Hit play and join me as I play “Agent Bonding” on a mission you won’t want to miss!

It was great fun…but I think I’ll stick to business!

Recommendations.

MAKE A DIFFERENCE.

Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others.

JACK WELCH

“He truly has a commitment to success, for both his accounts and the business. He is recognized as a leader in critical MBO’s and outcomes for the Customer Success Department. Without his contributions, we would be scrambling to hit targets!”

MANDI LUNT

“He is passionate about helping not only the customer, but also members on his team. He cares about his team members and displays that in his leadership in helping overcome obstacles and finding solutions.”

NORMAN GARCIA

“Some of his top qualities include confidence in his decision making skills, always striving for excellence, emotional intelligence and maturity, an exceptional work ethic, and willingness to be an inspiration and mentor to everyone.”

KAITLYN ORR

Contact.

LET’S CONNECT.

I’m always open to new opportunities or collaborations. Reach out using the form below, and I’ll be in touch. Let’s make something great happen together!