Chris King

Customer Success Manager

Operations Manager

Project Manager

Phoenix, AZ, US

HubSpot

Customer Service

Customer Experience

Account Management

Available for hire fromNegotiable

Head of Customer Success | Global Post-Sales Strategy, Multi-Segment CS Leadership & AI-Powered Value Realization

Customer Success executive with 15+ years building and leading end-to-end post-sales organizations. Built a CS organization from scratch and scaled it to 125+ concurrent enterprise engagements with $3.7M expansion, CS outpacing Sales in upsell for 6+ consecutive months, and 93% CSAT across the full portfolio. Owned P&L across five departments as VP of Delivery (Customer Support, Sales partnership, and Product Delivery) and uses operating rigor to make retention predictable at scale. Deployed Claude-powered AI agent workflows to scale value delivery and proactive risk detection, serving as the executive voice of the customer across Product, Sales, Renewals, and Services leadership across SMB, mid-market, and enterprise segments.

Projects

Built a Customer Success Org from Zero to 125+ Enterprise Engagements

Founded and scaled a post-sales organization end to end. Led a team of CSMs managing 125+ concurrent enterprise projects, delivering $3.7M in expansion revenue and 93% CSAT across the full portfolio, with Customer Success outpacing Sales in upsell for six consecutive months. Built the onboarding motion, QBR cadence, and proactive risk-detection and escalation frameworks that kept retention predictable as the team scaled. Promoted three CSMs to Senior within 12 months through structured coaching and clear accountability.See More

Deployed Claude-Powered AI Agent Workflows into Live Post-Sales Ops

Designed and deployed Claude-powered AI agent workflows directly into live post-sales operations. Automated repetitive CSM tasks to free the team for the executive-level engagement that protects expansion, and turned proactive churn-risk detection into a measurable retention lever. Applied the same approach to outbound: AI-assisted SDR workflows took the team from 0 to 3+ qualified meetings per week and helped drive pipeline to 132% of target.See More

Renewal Governance and Forecast System for Predictable Retention

Built and operationalized renewal governance and forecast rigor across a delivery portfolio, making net retention predictable at scale. Replaced ad hoc renewal tracking with clear ownership, a disciplined forecasting cadence, and early-warning signals on at-risk accounts. Eliminated company-wide revenue leakage by designing and enforcing a no-leak delivery system, and kept churn low through structured proactive escalation.See More

Cut Cloud Hosting Costs 70% With No Service Degradation

As VP of Delivery owning P&L across five departments, led an infrastructure and vendor restructuring that reduced hosting costs from $30K to $9K per month, a 70% cut, with zero service degradation for customers. Paired the cost work with operating rigor across Customer Support, Product Delivery, and DevOps so the savings held without slowing delivery.See More

Launched a New Recurring Revenue Stream: $20K MRR in 90 Days

Spotted an unmet need in the post-sales motion and launched a new Enterprise Support Agreement offering. Reached $20K in monthly recurring revenue within three months while managing a $3.7M portfolio of 71 active enterprise projects, turning a service gap into a durable, recurring revenue line and deepening retention on the accounts that adopted it.See More

Work History

VP of Delivery

XpertsJun 2025 - Apr 2026 • 11 mos• Held P&L across 5 departments: Customer Support, Sales, Marketplace Ops, DevOps, and Product Delivery with 10+ direct and indirect reports. • Designed and operationalized renewal governance and forecast rigor across the delivery portfolio, ensuring predictable retention and accountability at scale. • Reduced hosting costs 70% (from $30K/month to $9K/month) without service degradation. • Eliminated revenue leakage company-wide by building and enforcing a no-leak delivery system. • Deployed Claude-powered AI agent workflows to scale SDR outbound: team went from 0 to 3+ qualified meetings per week. • Drove outbound sales pipeline to 132% of target through joint strategy and execution with Sales leadership.

Senior Team Lead, Customer Success

XpertsFeb 2024 - Jun 2025 • 1 yr 5 mos• Led 5 CSMs managing 125+ active in-development enterprise projects simultaneously across diverse client stakeholder environments. • Promoted 3 direct reports to Senior CSM within 12 months through structured coaching, clear role accountability, and a culture of performance. • CS org outpaced Sales in expansion and upsell revenue for 6+ consecutive months, demonstrating a scalable, outcome-based engagement model. • Maintained 93% CSAT across the full portfolio while scaling team capacity and output. • Designed and institutionalized proactive risk detection and escalation frameworks to protect renewal performance and reduce churn.

Sr. Customer Success Manager

XpertsNov 2021 - Feb 2024 • 2 yrs 4 mos• Owned a $3.7M portfolio of 71 active enterprise projects with full accountability for retention, expansion, and delivery outcomes. -- 1 of 2 -- • Created a new revenue stream within the first 60 days; Enterprise Support Agreement reached $20K MRR within 3 months. • Built trusted relationships with executive stakeholders to drive strategic alignment, value realization, and long- term account growth. • Kept churn low through proactive escalation resolution and re-engagement on at-risk accounts.

Amazon Client Success Manager

PandologicFeb 2021 - Oct 2021 • 9 mos• 123% account retention in Q2; drove 8M clicks and 176K applicants at 134% of revenue goal.

Sr. Account Manager

MasonFeb 2019 - Nov 2020 • 1 yr 10 mos• Closed $7M against a $2.5M goal (280% attainment); lead AM for 14 accounts with 32,000+ active IoT devices. • Built account management playbook and QBR framework; won Best ROI at company hackathon Q1 2020.

Sr. Client Success Manager

RealPage Inc.Dec 2014 - Feb 2019 • 4 yrs 3 mos• Managed $3.5M ACV portfolio across 17 property management enterprises and 2,000+ properties with under 2% annual churn. • Exceeded quarterly targets for revenue growth, renewal rate, and client satisfaction.

Education

Green River Community College

Business Management2003 - 2005

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