Erin Mitchell — CEO
I am a results-oriented Customer Success leader with 19+ years of experience- driving customer adoption, retention, expansion, and satisfaction within hyper-growth B2B companies. I have a proven track record of building and scaling world-class Customer Success teams. My teams are consistently credited as top performers in reducing churn, and increasing NRR/CLTV. I have deep experience in building the foundations needed for these programs. Through customer journey maps, scalable CS frameworks (e.g., Gainsight, Totango), and aligning cross-functional efforts, I drive customer outcomes and business growth. I am ardent in my hiring process, and bring in world- class talent. I have a zeal for talent optimization and career development, while ensuring my teams exceed expectations. I have a bias towards action in gap analysis, solving big problems with data driven decisions, and delivering quantifiable value. I do so, while leading with empathy and understanding. Listening, really listening to people, has been a critical skill in my success. I believe if you hire good humans and support them, you will innately get good work. I am deeply passionate about community building and resilience. I am also a certified business continuity planner and disaster recovery expert with 11 years of experience in enterprise continuity of operations and risk management. I am meticulously focused on what defines success and what matters to the business, the market, and to customers.
Stackforce AI infers this person is a Customer Success leader in the SaaS industry with a focus on B2B engagement.
Experience: 22 yrs 11 mos
Skills
- Customer Success Management
- Strategic Hiring
- Strategic Planning
- Account Management
Career Highlights
- 19+ years in Customer Success leadership.
- Proven track record in reducing churn and increasing NRR.
- Expert in building high-performing Customer Success teams.
Work Experience
Vercel
Director of Customer Success Management, AMER East (9 mos)
GitHub
Director of Customer Success (3 yrs 2 mos)
Senior Customer Success Manager (8 mos)
PagerDuty
Strategic Customer Success Manager (3 mos)
Chef Software
Senior Global Customer Success Manager (2 yrs 7 mos)
Agility Recovery Solutions
Enterprise Relationship Manager (1 yr 6 mos)
Director of Enterprise Sales (4 yrs 6 mos)
Customer Success Manager/ Continuity Planner (5 yrs 6 mos)
Hidden Lake Academy
Counselor (2 yrs 10 mos)
Florida Department of Children and Families
Abuse Investigator (1 yr 2 mos)
Education
Bachelor's Degree at University of North Florida