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Definition of Reputation Credits
Todd Jacobsen
I have a passion for solving the hardest problems, protecting revenue, and identifying opportunities.
As a Customer Success Professional, I manage enterprise-level customer portfolios. I foster customer satisfaction, engagement, and loyalty by helping customers derive maximum value and ensuring their ongoing success.
As an Escalation Management thought leader, I identify the biggest challenges facing customer success organizations. I build innovative proactive and reactive programs that reduce churn, grow revenue, create internal executive-level awareness, and create CS knowledge.
And through it all, I engage with empathy, humility and emotional intelligence.
Work Experience
Customer Success: Strategic Accounts and Escalations • Zendesk
January 2022 - Present
As part of the CX Strategy and Insights leadership team, I was responsible for developing, launching and leading a new Global Critical Accounts and Escalations program. This “Account Save” program minimizes churn, identifies opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement.
Executive Customer Success Manager • Citrix
July 2020 - December 2021
I worked with a our largest and most strategic cloud-focused customers, to ensure successful adoption and value realization from subscribed products.
My portfolio included 3 of the company's Top 5 largest clients, with total ARR of $28M and a license base of 250,000. Industries represented include telecom, healthcare, and insurance.
Customer Success Director • Salesforce
June 2018 - July 2020
Manage a portfolio of Enterprise and Scale sized customers across Salesforce Sales, Service, B2B and B2C Marketing and e-Commerce clouds, with the goal of increasing adoption, mitigating attrition and ensuring a successful journey with Salesforce.
Director, Critical Escalation Management • Salesforce
September 2015 - June 2018
As part of the Global Customer Success organization, I build and lead customer success models to directly engage on the most critical and impactful customer situations in the Sales, Service, B2B and B2C Marketing and e-Commerce spaces. Working with the customer’s and Salesforce's executive level, we quarterback internal teams to provide prompt and effective communication and issue resolution, ultimately returning our customers to the standard support and engagement models.
The secondary goal of this program is to use these unique engagements is to identify areas of product and process improvement for our High Touch and Scale customer engagement models and work with appropriate internal teams to bring about impactful change.
I'm always happy to discuss the unique challenges of this program and collaborate & learn from other Customer Success leaders!
Critical Accounts Director • Marketo, an Adobe Company
May 2014 - August 2015
Building and leading a global Critical Accounts Program to meet the growing needs of Enterprise SaaS customers.
Critical Accounts and Escalations Director • SuccessFactors
April 2013 - May 2014
Building a world-class Critical Accounts and Situation Management engagement model to address the growing demands of the cloud-based subscription customer base.
Principal Customer Success Technologist • Salesforce
September 2011 - April 2013
Drove technical success for portfolio of enterprise SaaS CRM customers. Became trusted technical advisor and ensured they received top value for investment in Salesforce.com. Partnered effectively with all levels of personnel across organizations.
Senior Principal Critical Accounts Manager • Oracle
August 2006 - September 2011
Providing the highest level of customer escalation management for Oracle Global Support Services.
Senior Support Account Manager • Oracle
June 2004 - August 2006
Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.
Principal Technical Account Manager • Oracle
January 2000 - January 2004
Ensuring a seamless and productive relationship between a technology company and its clients. Responsible for providing technical expertise, support, and strategic guidance to clients, assisting with the implementation, maintenance, and optimization of the company's products or services
Education
1986 - 1990
University of New Hampshire
BA in History
2019 - 2020
MIT Sloan Executive Education
Mastering Design Thinking (certificate)
Skills
- CRM, Salesforce, Gainsight, Tableau, Zendesk, MS Office, Google Suite, RDB, MarTech
Languages
English - Professional
Todd Jacobsen
I have a passion for solving the hardest problems, protecting revenue, and identifying opportunities.
As a Customer Success Professional, I manage enterprise-level customer portfolios. I foster customer satisfaction, engagement, and loyalty by helping customers derive maximum value and ensuring their ongoing success.
As an Escalation Management thought leader, I identify the biggest challenges facing customer success organizations. I build innovative proactive and reactive programs that reduce churn, grow revenue, create internal executive-level awareness, and create CS knowledge.
And through it all, I engage with empathy, humility and emotional intelligence.
Work Experience
Customer Success: Strategic Accounts and Escalations • Zendesk
January 2022 - Present
As part of the CX Strategy and Insights leadership team, I was responsible for developing, launching and leading a new Global Critical Accounts and Escalations program. This “Account Save” program minimizes churn, identifies opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement.
Executive Customer Success Manager • Citrix
July 2020 - December 2021
I worked with a our largest and most strategic cloud-focused customers, to ensure successful adoption and value realization from subscribed products.
My portfolio included 3 of the company's Top 5 largest clients, with total ARR of $28M and a license base of 250,000. Industries represented include telecom, healthcare, and insurance.
Customer Success Director • Salesforce
June 2018 - July 2020
Manage a portfolio of Enterprise and Scale sized customers across Salesforce Sales, Service, B2B and B2C Marketing and e-Commerce clouds, with the goal of increasing adoption, mitigating attrition and ensuring a successful journey with Salesforce.
Director, Critical Escalation Management • Salesforce
September 2015 - June 2018
As part of the Global Customer Success organization, I build and lead customer success models to directly engage on the most critical and impactful customer situations in the Sales, Service, B2B and B2C Marketing and e-Commerce spaces. Working with the customer’s and Salesforce's executive level, we quarterback internal teams to provide prompt and effective communication and issue resolution, ultimately returning our customers to the standard support and engagement models.
The secondary goal of this program is to use these unique engagements is to identify areas of product and process improvement for our High Touch and Scale customer engagement models and work with appropriate internal teams to bring about impactful change.
I'm always happy to discuss the unique challenges of this program and collaborate & learn from other Customer Success leaders!
Critical Accounts Director • Marketo, an Adobe Company
May 2014 - August 2015
Building and leading a global Critical Accounts Program to meet the growing needs of Enterprise SaaS customers.
Critical Accounts and Escalations Director • SuccessFactors
April 2013 - May 2014
Building a world-class Critical Accounts and Situation Management engagement model to address the growing demands of the cloud-based subscription customer base.
Principal Customer Success Technologist • Salesforce
September 2011 - April 2013
Drove technical success for portfolio of enterprise SaaS CRM customers. Became trusted technical advisor and ensured they received top value for investment in Salesforce.com. Partnered effectively with all levels of personnel across organizations.
Senior Principal Critical Accounts Manager • Oracle
August 2006 - September 2011
Providing the highest level of customer escalation management for Oracle Global Support Services.
Senior Support Account Manager • Oracle
June 2004 - August 2006
Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.
Principal Technical Account Manager • Oracle
January 2000 - January 2004
Ensuring a seamless and productive relationship between a technology company and its clients. Responsible for providing technical expertise, support, and strategic guidance to clients, assisting with the implementation, maintenance, and optimization of the company's products or services
Education
1986 - 1990
University of New Hampshire
BA in History
2019 - 2020
MIT Sloan Executive Education
Mastering Design Thinking (certificate)
Skills
- CRM, Salesforce, Gainsight, Tableau, Zendesk, MS Office, Google Suite, RDB, MarTech
Languages
English - Professional