Travis B

I am an enthusiastic customer success professional with nearly a decade of experience (focused on customer success and outcomes). My multifaceted skills and experience have helped me add value to every strategic project I’ve endeavored in professionally, from film-making and storytelling to data analysis and adult education; in every stage of company growth, from startup to IPO. It takes a broad understanding of many disciplines to truly make a lasting customer impact, as their needs and desired outcomes are often just as diverse.

I use my robust experience to get the absolute best results for customers.

Strategic Learning Development / Interim Director at Staffbase - Campus (2022 – 2024)

Provided strategic direction, learner journey design, and project delivery planning required to build a massive first-of-its-kind online education experience tailored to internal communicators. My role encompassed product ownership, customer experience design, resource development, content creation, contributor coordination, team/project management, and driving high-value learning outcomes from every course for our learners. I also assumed Director responsibilities for 6 months through to launch, reporting to the C-suite.

• In the first 6 months post-launch, 3500 course enrollments from 900 active students with 73% average completion.

Manager of Customer Success at Bananatag (2017 – 2022)

Founded half of all customer-facing post-sale functions. Played a hands-on and leadership role in practice, development, team creation, process, refinement, and scalable operations. This involved developing infrastructure, tone, tools, process, management, and delivery systems for Onboarding, Customer Success Management, Professional Services, and Customer Education, among others.

During my time in this role, I enjoyed either pioneering or being a founding player in many successful projects, including; our customer community, multiple worldwide customer events, our customer journey, critical customer resources, internal success measurement (Customer Health, NPS, CLV, CES, etc), in-app customer education and messaging, professional services, ongoing educational webinars, an internal book club, and many internal training initiatives. Our customer retention and customer sentiment played a key role in the sale and acquisition of Bananatag into Staffbase, to become a #1 market leader.

• Contributed to churn reduction from 50% to less than 5%
• Managed NPS function while growing from 2 in 2017 to 55 in 2022
• Maintained team eNPS at 10 points above company averages

Podcast Producer / Product Design / Community Management at Hook&Chance (2019 – 2024)

Co-production of a highly-celebrated podcast with 180+ episodes focused on demonstrating strategic repeatable storytelling structures for use in the TTRPG space. Systems thinking and communication take the lead in our work in this space as we develop PDF learning tools and publish a book in the near future. Additionally, we’ve established a thriving online listener community for creative group collaboration and twice-monthly mentorship sessions.

• 4.9 rating on Apple Podcasts
• Consistent ≈84% growth YOY

Lead Instructor/Curriculum Designer at High Velocity Equipment Training (2008 – 2012)

Managed a small internal team of developers and designers to build world-class heavy equipment training which became an industry standard in Canada. The program and private college continue to operate today as the most successful private college in Canada which results in a verified 97 percent employment placement rate for students.

• Led a team of 3 curriculum designers
• Continues to be Canada’s #1 trade program for heavy equipment operation
• Created and maintained 6 programs of 120 hours each

Certification of Heavy Equipment Operators (CEO) at Self-Employed (2016 – 2017)

Selected to build a certification program from start to finish in 6 months with a team of 3. Thrived in intense deadlines using team and time management project plans. Managed the team, budget, and end product leading to meeting our goal and delivering programs still being used today.

• 5 certification courses were built on a budget of $10,000
• 500+ certifications in the first year
• Generated $1.2 million in the first year of program operation

Bachelors in Visual Effects and Animation – Art Institute of Vancouver-Burnaby (2003 – 2004)