Thomas Russ

Customer experience executive with 15+ years building and scaling high-performing, multi-site service organizations across manufacturing, safety technology, and telecommunications. Consistent record of transforming reactive service operations into proactive, revenue-generating functions, with measurable impact on retention, margin, and on-time delivery. Skilled at aligning CX strategy with business objectives and leading cross-functional teams through rapid change in organizations ranging from $2M to $3B in revenue.

Global Customer Success Manager at SEEN Safety (2025-09 – Present)

Leading customer success strategy and end-to-end lifecycle for enterprise industrial clients deploying LiDAR safety systems across global markets.

• Own the full post-sale journey, onboarding, training, rollout coordination, and account strategy, across international time zones to accelerate adoption and renewals.
• Serve as the primary cross-functional liaison among sales, engineering, product, and operations to triage issues, remove blockers, and shorten time-to-resolution.
• Designed and implemented SOPs for customer success, technical support, and administrative workflows to ensure consistent, scalable delivery and enable faster expansion.
• Oversee CRM governance, customer health scoring, and executive reporting cadences to enable proactive outreach, surface risks early, and protect retention.

Director of Customer Success & Logistics at Chroma Color Corporation (2023-10 – 2025-01)

Directed a 15+ person, multi-site customer success and logistics organization for a leading North American color concentrate manufacturer serving enterprise manufacturing clients.

• Drove a 26% improvement in On-Time Delivery within six months by aligning customer service, logistics, and production planning around shared KPIs and release windows.
• Reduced customer response time from three days to under one hour, boosting satisfaction and generating approximately $300K in annual cost savings through process automation and triage redesign.
• Managed domestic and international logistics, transportation, inventory flow, carrier performance, and 3PL relationships, maintaining service continuity during supply chain disruptions.
• Led escalated service recoveries and executive-level communications to retain high-value accounts and protect revenue.
• Partnered with sales, production, and executive leadership to deliver a 5% margin improvement and $3.2M in annual revenue growth via pricing strategy and order-to-cash optimization.

Customer Service Manager at Pentair (2020-01 – 2023-10)

Oversaw North American customer service operations for two major industrial product lines and acted as primary liaison to European manufacturing sites.

• Achieved a 30% increase in service team efficiency through Lean process redesign, workflow standardization, and targeted coaching programs.
• Collaborated with Operations, Logistics, and Sales to improve on-time fulfillment and drive measurable gains in customer satisfaction across channel partners and direct accounts.
• Managed ERP and CRM systems to improve order tracking, reporting, and account management, enabling data-driven performance oversight.
• Built and maintained SOPs for order processing, logistics coordination, and customer service to create scalable, repeatable operating standards.

Progressive Customer Service Leadership at UScellular (2002-01 – 2020-01)

18-year career spanning frontline supervision, quality assurance, hiring management, technical support leadership, and operational administration in a high-volume telecom environment.

• Supervised customer service teams, coaching, performance management, and scheduling—consistently achieving 80%+ Top-Box CSAT.
• Served as Hiring Manager for frontline and support roles, building high-performing teams through structured recruiting, onboarding, and development programs.
• Acted as Quality Advocate, evaluated interactions, identified performance trends, and delivered data-backed coaching to improve service quality and compliance.
• Managed escalated customer concerns and complex account issues; recognized company-wide for problem-solving and leadership development.

B.S. in Business Management – Western Governors University (2014-03 – 2019-05)

A.A.S. in Paralegal Studies – Kaplan University (2007-03 – 2009-02)