Courtney Smith

I am a customer success leader with an expertise in building and scaling client facing teams in the software industry. As the Director of Client Success, I scaled the client success team from 2 to 12 CSMs, increased net revenue retention from 92% to 103%, and built and deployed new playbooks and processes for supporting CSM enablement and client value delivery. I enjoy working cross-functionally to ensure the voice of the customer is realized in product roadmaps and feature requests, and partnering closely with sales to drive go to market strategy, new acquisition, and existing customer expansion. I'd love to connect with you if you are trying to build and scale your CS team and want some support thinking through the right structure, approach, metrics, and playbooks to prioritize. I'm happy to engage with companies from all industries, but in particular have expertise in social impact, govtech, and climate.