Godfrey

Customer Success Manager and leader with over 20 years of experience driving Net Revenue Retention (NRR), maintaining a consistent 95% renewal rate, and overseeing up to $30M in ARR across APAC, AMER, and AMEA regions. Managed diverse portfolios averaging 100+ accounts, consistently achieving over $1M Average Contract Value (ACV). Proven track record of mitigating churn to sub-5% levels, building long-term customer advocacy, and aligning customer outcomes with business revenue.

Customer Success Manager at Freelance (2024-01 – 2026-08) Act as a strategic bridge between publishers and programmatic advertising platforms, combining technical consulting with proactive relationship management.

• Manage portfolios generating over $10M/year, identifying revenue optimization opportunities through data analysis and driving full product suite adoption.
• Lead Quarterly Business Reviews (QBRs) and provide strategic trend analysis on programmatic advertising and privacy regulations for key stakeholders.
• Guide onboarding and technical oversight, troubleshooting ad-tech issues across ad servers and programmatic auctions.
• Drive cross-functional advocacy by translating client feedback into actionable insights for product and engineering teams.

Customer Success

Manager at Crisalix (2020-01 – 2023-01) Led 30 CSMs across APAC, AMER, and AMEA regions, overseeing $30M ARR while maintaining a 95% renewal rate.

• Reduced customer escalations by 20% by leveraging Salesforce analytics to identify account health risks early.
• Partnered with plastic surgeons and aesthetic clinics to optimize sales processes and demonstrate ROI via 3D/VR consultation conversion metrics.
• Structured post-sales customer journeys, customized Success Plans, and conducted executive reviews to drive expansion and feature tier upsells.
• Gathered systematic Voice-of-Customer (VoC) feedback on AI precision and 3D simulations to guide product prioritization.

Customer Success

Manager at Headhunter.io (2018-01 – 2020-01) Awarded "CSM of the Year" for achieving a 95%+ renewal rate and successfully managing $1.5M ARR.

• Established core Customer Success processes and onboarded talent acquisition teams to maximize AI-driven sourcing adoption.
• Acted as a recruitment consultant analyzing sourcing metrics to showcase reduced time-to-hire efficiency during quarterly talent reviews.
• Monitored account health indicators via internal dashboards to proactively address usage drops and secure annual renewals.
• Partnered with super-users to generate case studies and advocated for client feature requests during product sprint planning.

Customer Success

Manager at Canon (2015-01 – 2017-01) Directed post-sales implementation and software ecosystem adoption for Enterprise Imaging divisions, maintaining CSAT above 85%.

• Led Executive Business Reviews with C-suite stakeholders to construct 2-3 year digital transformation roadmaps.
• Managed strict Service Level Agreements (SLAs), coordinating technical and field service teams for rapid issue resolution.

Customer Success

Manager at RX Global (RELX) (2012-01 – 2014-01) Managed 150 enterprise accounts and recurring renewals, achieving consistent retention targets above $500K.

• Guided event exhibitors through digital onboarding, profile setup, and AI-driven matchmaking tools to maximize ROI.
• Conducted post-event ROI reviews presenting data on lead scans and digital engagement to secure recurring contract activations.

Business Development

Manager at Concentrix (2009-01 – 2012-01) Architected large-scale customer experience (CX) and outsourcing solutions for Fortune 500 accounts.

• Led complex RFP responses involving legal, finance, and IT teams, ensuring consultative alignment with client goals.

Sales

Manager at eTelecare (Stream Global Services / Concentrix) (2004-01 – 2008-01) Secured high-value BPO and technical support outsourcing contracts for Fortune 1000 organizations.

• Managed sales pipeline forecasting and C-level contract negotiations (MSAs and SOWs).

Bachelor of Science in Information Technology – Technological University of the Philippines (1999-01 – 2004-01)